Chat Performance

Report for a customer support company to tracks and evaluate how many customers they have served.

Filters and Options

1. Agent Filter: Allows you to filter the data for specific agents or view it for all agents.

2. Department Filter: Allows you to filter the data based on departments created.

3. Channel: Allows you to filter data based on the channel used by the customer.

4. Time Range Selection: Provides options to select the desired time range for analysis: Last 1 Day, Last 7 Days, Last 30 Days.

Time Series Details

• Hourly: Displays the number of chats interacted hour-wise.

• Daily: Displays the number of chats interacted day-wise.

• Monthly: Displays the number of chats interacted month-wise.

Report Elements

1. Total Chat Started: This indicates the actual number of chat sessions handled by agents.

2. Average Chat Duration: The “Avg. Chat Duration” is the average duration of a chat session. It reflects how long agents spend assisting customers in each interaction.

3. Avg. Wait Time: It reflects how long a customer had to wait before an agent accepted the chat request

4. Total Queued Chats: It represents the number of chats waiting in the queue.

5. Max Wait Time: It is the total (cumulative) time all customers spent waiting for an agent to accept their chat requests within a specific time period

6. SLA Compliance: The percentage of total chats served in a defined period that has meet SLA requirements

7. SLA Breach: The percentage of total chats served in a defined period that has breached the SLA requirements.