Chat Effectiveness Dashboard

The Chat Effectiveness dashboard enables you to analyze proactive and reactive chat volumes and customer experience metrics, including wait time, handle time, and transfer trends over the last 7 days.

Reports in the Chat Effectiveness dashboard are based on Chat Activity and Activity Routing report models.

The Chat Effectiveness dashboard

The following Key Performance Indicators (KPIs) are presented at the top of the dashboard, aggregated for all Queues that the user has permission to see across the 7-day period.

  1. Chat Volume: The number of times that chats were serviced or abandoned. Includes incoming and transferred chats.
  2. Serviced: The number of times that chats were serviced. The assigned agent clicked to join the chat and the customer had not abandoned. Includes incoming and transferred chats. 
  3. % Serviced: : The proportion of chats that were serviced.
  4. Abandoned: The number of chats abandoned. The customer left while waiting for an agent to service the chat. Includes incoming and transferred chats. 
  5. % Abandoned: The proportion of chats that were abandoned. 
  6. Average Handle Time: For chats handled (completed by the agent or transferred out), the total time that the agent spent working on those chats. This counts the time for which the chat was in focus in the agent’s inbox. 
  7. Average Wait Serviced Time: For all times that chats were serviced, the average time which elapsed from each chat being assigned to the queue (or transferred between agents) until the agent clicked to join. 
  8. % Surveyed: The number of chat surveys submitted, expressed as a percentage of the number of chats completed. 
  9. Average Score: The average survey score for chat surveys submitted during the interval. Each survey score is the sum of its question scores (for example, three 5-star ratings will produce a survey score of 15). Text based answers are ignored. 

Chart/Report

Parameter

Chart Type

Description

Average Handling
Time By Queue

Queue

Line

For chats handled (completed by the agent or transferred out), the total time that the agent spent working on those chats. This is a measure of cost to serve.

Average Wait Time
By Queue

Queue

Line

The average amount of time a customer waits after being assigned to a queue (or being transferred between agents) before an agent services the chat. High wait times can impact customer experience.

Overall Chat Volume

Queue

Stacked Bar

The number of times that chats were serviced vs. abandoned. The volume of serviced vs abandoned chats. Shows the level at which customer demand for chat interaction is being met.

Transfers

Queue

Stacked Bar

The total number of chat activities that were transferred out to another agent, queue or department. Transfers can impact the customer experience and drive up the cost to handle the customer since more than one agent is required to resolve the enquiry.

Average Abandoned Hourly

Queue

Grid

The average number of chats abandoned by hour of the day. The customer left while waiting for an agent to service the chat. This report highlights which times of day the demand for chats may exceed the available agents.