Live chat

Analyze the performance of the live chat service, measure the effectiveness of customer support, and optimize resource management based on real-time data.

This section provides detailed statistics on the interaction between your agents and users through live chat, allowing you to measure and optimize the support experience. To start, select a date range from the dropdown at the top.

Key Metrics

These key metrics offer a deep understanding of the effectiveness and efficiency of your live chat operations.

Total of Interventions

The total number of times agents had to intervene in a conversation.

Average Attention Request Time

The average time agents took to respond to a request for attention.

Average Wait Time

The average time users waited before receiving attention.

Average Resolution Time

The average time agents took to resolve user inquiries.

Missed Requests

The number of times user requests went unattended.

Attended Requests by Department

Visualize how support requests are distributed across different departments.

Comparison of Attended Conversations

View the percentage of conversations attended to between agents and assistants.

Distribution of Attention Request Times and Wait Times

Detailed information on the distribution of time users spend waiting and the time agents dedicate to addressing requests.

Comparison of Conversation Duration

A daily breakdown of the duration of conversations, both by assistants and agents.