Monitor

You can view information about conversations, customers, agents, and services in real time. This gives you a quick insight into your teams' performance.

To view these information in real time, go to “Admin Mode > Monitor”.

Agent Status

Number of agents and admins who are busy, away, invisible or offline.

Service Load

Number of conversations served today, not including conversations assigned or joined yesterday and before.

• Customers served: number of ongoing conversations that are assigned or joined today.
• Customers max: number of maximum conversations of all online, busy, away, invisible agents today.

Note: Since agents can manually join conversations, “Customers served” may be greater than “Customers max”.

Queuing

Number of conversations that enter the Queue today, not including conversations created yesterday and before.

• Queuing customers: number of pending conversations that enter the Queue today.
• Queuing max: peak of pending conversations today.

Conversations

Number of conversations served today, not including conversations assigned or joined yesterday and before.

• New conversations: number of conversations served today, including ongoing and closed conversations.
• Valid ongoing conversations: number of ongoing conversations with both customer messages and agent messages. Agent messages do not contain system messages.
• Invalid ongoing conversations: number of ongoing conversations with only customer or agent messages. Agent messages do not contain system messages.
• Closed conversations: number of conversations closed today.

Channel

Number of new customers in each channel today.

Service Quality

Service quality of conversations served today.

• Average first response time: average of the first response time of all new conversations.
• Average response time: average of the response times of all new conversations.
• Satisfaction ratings: average of the satisfaction ratings of all new conversations.