Dashboard

Nhi Luong Updated by Nhi Luong

The Dashboard Page contains the following charts to analyze real-time statistical information.

Users will need to select filter the time range to generate data in charts and reports of Dashboard. The filter can be the date from to, or in period (last 7 days, last 30 days)

After selecting the filter, from the overview user can see summary information at a glance, it includes:

- New ticket

- Open ticket

- Pending ticket

- Solved ticket

- Solved by bot ticket

- Solved by agent ticket

- Expired ticket

- Expired without agent reply ticket

Ticket Status Chart

This chart showing total tickets with detailed status in each day through date range.

There also have some function buttons for the user to use eg: zoom in, zoom out, selection zoom, panning, reset zoom, and menu to allow a user to download chart data (as SVG, PNG, or CSV)

Total Messages

This chart showing Total messages during the selected time, categorized by Sent, Received, Failed.

In area 1, users can select to filter messages by Customer Support Messages, Template Messages, or All (default)

In area 2, users can click the menu to allow user download chart data (as SVG, PNG, or CSV)

Messages Volume statistic

This chart shows the count of chat session messages, SMS, and broadcast messages. If users move the mouse to a specific point in the chart, it will show the detail of each category on a specific date.

There also have some function buttons for the user to use eg: zoom in, zoom out, selection zoom, panning, reset zoom, and menu to allow the user to download chart data (as SVG, PNG, or CSV)

Rates

This chart showing the total number of message rates categorized as Read, Delivery, Failed, SMS.

Users can select click the menu to download chart data (as SVG, PNG, or CSV).

Top operators by duration

This chart showing list of operators along with the time that he/she spent to solve the ticket.

Users can select click the menu to allow users to download chart data CSV.

  • First Response Time: show a list of all operators except bot.

Please note that there are cases that customers asking pre-defined keywords and Bot picking the chat, then later agent pickup that chat, we should count the time from the user asking the first query until the time the agent pickup the chat

  • Average Resolution Time: It is the time taken by the agent to move a chat to solved status. But, if a solved chat is re-opened, the resolution time will be increased for that agent. Also,

For example:

12:00 Chat Started

12:05 Chat was marked Solved

12:08 Chat was re-opened

12:12 Chat was again marked Solved

==> This value will be: 5 mins (first time) + 4 mins (second time) / 2 times = 4 mins 30s

In another case for Average Resolution Time, we will only check by the last assignee that the ticket is moved to Solved/Expired status. Eg:

12:00 agent A pick up the chat, checking more with the customer

12:10 agent A reassign to agent B

12:25: agent B close the chat

--->report display only Agent B: 15 mins.

Top operators by chats

This chart shows the list of operators along with the number of chats that they proceed with.

Users can click to filter results by ticket status: Solved, Pending, Open, Expired without reply.

Users can select click the menu to download chart data CSV.

Sent/received messages statistic

This chart showing statistics of Sent and Received messages during the specified date range. If the user moved the mouse to a point in the chart, it will show the detail of Sent/Received messages on a specific day.

There also have some function buttons for the user to use eg: zoom in, zoom out, selection zoom, panning, reset zoom, and menu to allow users to download chart data (as SVG, PNG, or CSV).

Top issues

This chart shows the list of tickets categorized by topic.

Users can click the menu to download data as SVG, PNG, or CSV.

Chats duration and count

This chart showing 2 lines of information: Chat duration in minutes (blue) and Chat count (green) in the selected time range.

Similarly, if users move the mouse to a specific point in the chart, it will show detailed Chat duration in minutes and Chat count on a date.

Users can click the menu to download data as SVG, PNG, or CSV.

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