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Conversations

Conversations gives valuable insights into active and past customer chats. It helps in tracking the number of conversations, their current status, and response trends. It ensures that every customer message is attended to and no conversation is missed.

1. Agents

It shows the availability of your support team members. It shows the status, such as how many agents are offline, online or away. Online Agents are those who are available to handle customer queries and chats. Offline Agents are those who are unavailable to handle customer queries. Away agents are neither offline nor online.


2. Tickets

The ticket displays the support issues raised by customers or agents. This helps in ensuring no customer concern is left unresolved. It includes ticket status such as:

  • Overdue: tickets that have missed the deadline.

  • Unassigned: tickets waiting to be assigned to an agent.

  • High-Priority: tickets or issues requiring immediate attention.


3. Conversations

It tracks conversations such as first response pending and pending for agent response. It identifies delays to improve response speed.

  • First Response Pending – number of chats awaiting the first agent reply.

  • Pending for Agent Response – chats awaiting follow-up from the agent.


4. Response Speed

It tracks how quickly agents respond to the customers. It includes first response time and average resolution time.

  • First Response Time- the time taken by an agent to reply to the first message.

  • Average resolution time - the average duration taken to resolve customer issues.


5. Total Chats

It shows the total number of chat interactions handled over a specific time duration. You can customise the view to view:

  • Today
  • Last 7 days
  • Last 30 days
  • Custom

6. Chat Details

It categorises all the chats in the circular diagram. You can see the following in the diagram.

  • Chats on the bot: chats that are automatically handled by bots.

  • Resolved chats: The chats that are resolved.

  • Open chats: It refers to chats that are not resolved or completed.

  • Unassigned chats: The chats awaiting to get assigned to an agent or team.


7. Total Tickets Raised

It displays the total number of tickets raised over time. You can view tickets raised based on the following filters:

  • Today
  • Last 7 days
  • Last 30 days
  • Custom
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