1. Description 

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

1. General information.
2. Agent statistics.

Image Added

Fig. 1. Chat Dashboard

1.1. General information

The "General Information" section consists of several panels, namely:

1. "Agent workload" chart.
2. Agent work performance blocks panel.
3. "Ratings" panel.
4. "Feedback" table.
5. "Top agents" panel.
6. "Key points" panel.

1.1.1. The "Agent workload" chart.

The green graph represents the number of members in the queue at a specific time interval.

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

1.1.2

. Active chats table.

Data is collected for the selected period.

It consists of several blocks, namely:

• 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

Consists of:

1. A pie chart.
2. A list of ratings.

The pie chart displays the percentage of a specific rating relative to the total number of ratings. When hovering the cursor over a sector of the pie chart, the rating and the number of such received ratings are displayed.

In the list of ratings, only the ratings received during the specified period are shown. The list of ratings includes:

• The color used to represent this rating on the chart.
• The rating value.
• The percentage breakdown.

When hovering over a rating in the list, only the sector representing information for that rating is highlighted on the pie chart. Clicking on a rating makes it inactive (gray color), and information for inactive ratings is not displayed on the chart.

1.1.4. The "Feedback" table.

Displays only chat records in which members have left feedback. The panel consists of the following columns:

• Chat Created –  date and time when the chat between the member and the chatbot was created.
• From – the name of the member who left the feedback.
• Rating – the rating given by the member.
• Feedback – the text of the feedback left by the member.
• Message History – a link to navigate to the "History" page for viewing the message history of this chat.

1.1.5. The "Top agents" panel.

A diagram that displays agents with the highest number of accepted chats. Data is collected for the selected time period.

1.1.6. The "Key Points" panel.

Displays a diagram of key points and the number of occurrences of these points. Considers all chats.

Key points are actions that have been performed.

Key points may vary depending on the project.

1.2. Agent Statistics

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

1.2.1. Agent

It displays the agent's name, which is set in the Admin application Webitel.

1.2.2. Status

Displays the current status of the agent in real-time. The list of possible statuses includes:

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

1.2.3.

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.

1.2.4. State

Displays the current state of the agent in real-time.

The list of possible states includes:

• 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.

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.

1.2.6. Chats

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

" pause 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.