Here you can view overall data or filter by group and view information about a particular group of team members.



Team Members

This widget displays the total number of team members who are currently online, and those active on IntelliAssign.



Inbox

This widget displays the total number of conversations that are assigned, unassigned, and assigned but awaiting response. It also displays the total number of assigned conversations.



Speed of Response

In this widget you can see the median, average and 90th percentile values of first response time, response time, resolution time and wait time for upto last 6 hours.



  • First response time - Time taken by the agent to send the first response to customer after the chat gets assigned to the Agent.
  • Response time - Overall average time of all the responses sent by the agent.
  • Resolution time - Total time taken by the agent to resolve a customer conversation.
  • Wait time - Time taken for chat assignment to the agent in Freshchat + Time taken by the agent to send the first response.


Customer Satisfaction

In Customer Satisfaction widget, you can see the average rating based on all satisfactory interactions for the day. You can also see the percentage of satisfactory vs unsatisfactory customer interactions.



Incoming Conversations

The graph in this widget displays the volume of incoming conversations for today vs last week.



The following widgets are available only from Estate plan:


First Response Time

The first response time graph displays the first response time for today versus last week as median, average, and 90th percentile values. Hover over the graph on any point to see the response time value.



Response Time

This graph displays the response time for today versus last week as median, average, and 90th percentile values.



Resolution Time

This widget displays the median, average, and 90th percentile values of resolution time as a graph between today and last week.



Comparing Incoming Conversation Versus Other Metrics

The graph in this widget provides a comparative view between the volume of incoming conversations vs resolved conversations, first response time, response time, and resolution time.



Labels

You can track the number of tickets associated with various labels over the day. As labels denote various operations/services/types of requests you receive, you can track the volume of those requests. 


For this, you must have pre-configured labels in Settings and use them to tag conversations when they are resolved.