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.


  1. Online  - Number of agents who have their Freshchat tab open but are active on a different tab.

  2. Active on IntelliAssign - Number of agents who have marked themselves active on Freshchat (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.


  1. Unassigned for "2 mins" - Number of conversations which are not assigned to any agent for more than 2 mins.

  2. Assigned & not replied in "2 mins" - Number of conversations which are assigned to a particular agent but not responded to within 2 mins.

  3. Assigned - Total number of conversations which are already assigned to an agent.



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.



1. First response - The time taken by an agent to send the first message on a conversation from the time the conversation was assigned to the agent (regardless of how long it was unassigned).

For eg: If a conversation is assigned to an agent at 1.00pm and the agent responds at 1.02pm, the First response time is 2 mins.


2. Response Time - The time taken to respond to customer's each subsequent message after the first response was sent and before resolving the conversation thread (regardless of how long it was unassigned).

For eg: If a conversation is assigned to an agent at 2.00pm, the agent responds to the first message from customer at 2.02 pm. The customer messages back at 2.05pm, the agent responds at 2.11pm. The average response time would be 6 mins. Similarly, the median and 90th percentile is calculated.


3. Resolution Time - The time taken by an agent to resolve a conversation from the time the agent was assigned to the conversation (regardless of how long it was unassigned).

For eg: If a chat is assigned to an agent at 3.00pm and it was resolved at 3.15pm. The resolution time would be 15 minutes.


4. Wait Time - The time taken by an agent to send the first message to the customer from the time the conversation was created.

For eg: Customer messaged at 2.00pm. The agent was assigned at 2.15pm. The agent sends the first message at 2.20pm. The wait time would be 20 minutes.


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.



1. Rating (X/5) - The average rating received for all positive feedback (regardless of how many negative feedbacks are received).

For eg: 3 positive feedbacks are received (3,4,5) and 1 negative feedback is received. The rating would be 4.


2. Satisfactory interactions vs Unsatisfactory interactions

Yes % - The number of positive feedback compared to the total number of feedback

For eg: 5 feedbacks received, out of which 3 are positive. The Yes % would be 60.

Similarly, the reverse calculation is done for negative feedback.


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.