1. Description 

A page for displaying chat statistics. It consists of two sections:

1. General information.
2. Agent statistics.

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Fig. 1. Chat Dashboard

1.1. General information

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The yellow graph displays the average waiting time for a member in the queue during a specific time interval.

1.1.2

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. Active chats table.

Data is collected for the selected period.

It consists of several blocks, namely:

• Total Chats – the total number of chats.
• Unique Users – the number of unique members.
• Connected to agent – the number of chats connected to an agent.
• Avg. Waiting Time – the average waiting time for connecting to an agent.
• Avg. Chat Time – the average duration of chats with agents.
• Awaiting Connection – the number of members waiting to be connected.

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For certain metrics, there is a color gradation as follows:

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• 0 to 5 minutes: Green
• 5 to 10 minutes: Yellow
• More than 10 minutes: Red

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• Time — time of entry into the queue.
• Client — client's name (name in the messenger).
• Number — client's number (if it's WhatsApp).
• Messenger — communication channel.
• Queue — name of queue.
• Time in Queue — waiting time in the queue (from the moment of entering the queue).
• Last Message — last message in chat.
• Operator — the operator who receives or processes the chat.
• State — attempt status.

1.1.3. The "Ratings" panel

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Presented in the form of a table, consists of the following columns:

1. Time
2. Agent
3. Status
4. Status Duration
5. State
6. Duration
7. Chats
8. Break

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• Green – Online
• Yellow – On Pause
• Red – Offline

1.2.3.

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Duration

Shows the duration of time that the agent has been in the specified status. The data is collected from 00:00 today until the current moment.

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• Distribution  – connected to a member, connecting to an agent.
• Busy – connected to both an agent and a member.
• Waiting – awaiting connection to a member.
• Post-processing – the agent is entering chat data.
• Time between chats – pause between chats. The duration of this state is specified in the "Duration of Break Between Calls*" field on the "Call Parameters" details page of the team to which the agent belongs.
• Break – the agent is on a break.
• Missed – transitions to this status when the agent misses a chat. The duration of this state is specified in the "Waiting Time in Case of agent's Absence*" field on the "Call Parameters" details page of the team to which the agent belongs.

1.2.5.

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State duration

Shows the duration of time that the agent has been in the specified state. The data is collected from 00:00 today until the current moment.

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Displays the number of chats worked on by the agent. The data is collected for the selected period.

1.2.7. Handling duration

Shows duration of chat handling (from the moment of response until the completion of the chat)

1.2.8. Avg. handling duration

Shows average duration of chat handling.

1.2.9. Online duration

Shows the time that the agent has spent in the "Online" status.

1.2.10. Pause duration

Shows the time that the agent has spent in the "Pause" status.

1.2.11. Break pause duration

Shows the time that the agent has spent in the "Break" statuspause cause.

1.2.12. Lunch pause duration

Shows the time that the agent has spent in the "Lunch" pause cause.

1.2.13. Training pause duration

Shows the time that the agent has spent in the "Training" pause cause.