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.

The Overview sub-tab provides an overview of the current day's activity on Chat Desk. The information presented includes:

• Total number of active users (compared to yesterday)

• Average waiting time for customers in the queue

• Number of chats per channel

• Top 3 channels in terms of number of chats

 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:

• Total surveys presented and answered

• Net Promoter Score and Average CSAT Score

• Rating per question

If you are currently using the old user portal:

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