Dashboard

The Live Chat Dashboard is designed to help users monitor, analyze, and optimize their live chat operations. It provides real-time insights into conversation volume, team performance, and individual agent activity. This powerful tool enables you to track key performance indicators (KPIs), assess service quality, and identify areas for improvement. The dashboard is divided into three main tabs — Conversations, Performance, and Agents — each offering a distinct view of your live chat activity.

Conversations Tab: This tab focuses on tracking the status and trends of conversations handled by your teams. It provides:
- A summary of conversation volumes (open, snoozed, closed, and transferred).
- Visual graphs to monitor trends over time and activity patterns.
- Team-based data for managing workload distribution and efficiency.
Performance Tab: The performance tab evaluates the efficiency and responsiveness of your teams. It highlights:
- Response and resolution times compared to service level agreements (SLA).
- The ratio of new vs. returning users to track engagement.
- A breakdown of team-level performance, helping you identify strong and weak areas in your operations.
Agents Tab: This tab provides detailed information about individual agent activity and status. It includes:
- Agent availability (online, away, or offline).
- Metrics such as conversations handled, average response time, and resolution speed.
- Insights into how agents contribute to overall performance, ensuring optimal staffing and productivity.