Chat Desk Dashboard

The Chat Desk Dashboard provides a summary of near real-time data relating to agent performance and availability (past and present) and provides a view of your customers' engagement behavior (past and present). This data enables you as a supervisor to easily monitor the activities across your Chat Desk and to ensure that clients are being serviced efficiently.

There are three tabs, each displaying useful real-time information.

Activity Overview

This tab provides an overview of how your agents are currently performing and includes the following information:

• Chats waiting in queue

• Active live chats

• Agents available

• Number of chats per channel

Agents Performance

This tab provides an overview of your agents' activity. Agents are grouped by department (if set up). Expanding an agent's section gives a detailed view per individual chat.

Under 'Live Performance', information about the number of live chats and channels, the general sentiment of chats, and the average chat duration is indicated per agent that is currently active.

You can also view how agents have performed in the past by selecting the 'Past Performance 'tab. Agents are grouped by department, and you can filter by time frame.

Customers Overview

Under 'Live Customers', you can view data relating to customers that are currently engaged in live chats. The following information is shown for the past 24 hours, broken down per channel:

• General sentiment 

• Attended vs unattended chats 

• Live chats 

   

The 'Customers History 'tab shows:

• Customer Satisfaction ratings and graph 

• Net Promoter Score and graph 

• Live chats by channel

• Past sentiment

You can filter the results based on the channel and time frame.

Agents & Reports in Clickatell Portal

The Analytics & Reports --> Agents tab in your Clickatell Portal also provides a graphical overview of your account activities. You can download the reports by clicking the 'Download Report' link in the top right corner. For more information, see the Clickatell Portal User Guide here.

FULL ANALYTICS

The landing page gives a high-level overview of Chat Desk performance by displaying key performance metrics that can be filtered by date and department.  

These metrics include:

• Number of live chats, tickets, and closed chats

• Total number of active end-users, split into new users vs. returning users

• Average first response time and handle time

• Daily average number of chats

• First chat resolution rate

• Repeat chat rate

• Transfer rate

Scrolling down, you'll also find visual representations of these and other metrics.

Hovering over each of these blocks displays a definition of the metric. You can also use the Definitions and Rules button at the top for more detail. 

 Agent Detail Report

The Agent Detail report provides an in-depth view of agent performance. The report can be filtered by date, time of day, and department. 

It displays key performance metrics that include the following:

• Number active agents

• First chat resolution rate

• Repeat chat rate

• Average response time and handle time

• Agent-to-chat ratio

• Transfer rate

Hovering over each of these blocks displays a definition of the metric. Use the back (arrow) button at the top to return to the landing page. Scrolling down, you'll also find visual representations of these and other metrics. 

CUSTOMER SATISFACTION

The Customer Satisfaction sub-tab provides an overview of the current day's NPS and/or CSAT survey results (assuming you have set up these surveys in Chat Desk). The information presented includes:

If you are currently using the old user portal:

No Chat Desk (Touch) reports are available in the old user portal.