Live KPIs
Use the Live KPIs button to display the realtime status of some key performance indicators, regardless of the tab currently selected. The KPIs include the number of active chats, available agents, and average response time.
Click Live KPIs on the top right of the header bar and a banner will appear underneath, showing the available metrics.
KPI field descriptions
|
KPI Name |
Definition |
|---|---|
|
Active Chats |
The number of engagements currently active. |
|
Available Slots |
The number of slots available to receive engagements. |
|
Avail Agents |
The number of agents that are logged in and available. |
|
Busy Agents |
The number of agents that are logged in but set on Busy status. |
|
Avg Chat Duration |
The average time duration of handled engagements. |
|
Avg Initial Response |
The average time for agent’s initial response to customers. |
|
Avg Response Time |
An average of all agent’s response times. |
|
Chats in Queue |
The number of engagements waiting to be routed to an agent. |
|
Escalated Chats |
The number of engagements that have been escalated by an agent. |
The Escalated Chats field in the Live KPI bar will display in red when there are active escalations.
