Understanding the Agent Dashboard
As an agent, in addition to the indicators you see on your Data Bar, you need additional, detailed information about your performance. Your dashboard provides a graphic display of in-depth data to help you monitor your performance and take any necessary action.
An engagement is considered interactive once a visitor has sent you a message, and it is complete only after the chat window has been closed.
Keep track of what percentage of your chats are interactive. If you see that you’ve had a high number of non-interactive chats, you may want to change your opening line; maybe it’s not welcoming enough, or it might not be interesting.
Compare with other agents who have more interactive engagements, and ask your manager for advice.
You can see how much of your logged-in time has been spent Online, Back Soon and Away. You can also see how much of this time you spent chatting.
If you see that you have frequently had to change your status to “Away” because you have too many chats coming in, you probably need help. Reach out to your manager. He might decide to change your concurrency. You should have no more than five minutes per hour in Back Soon time.
Average Engagement Length:
The length of your chats varies depending on the type of inquiries you receive. The system calculates and displays your average engagement length every 15 minutes.
Note: Concurrent engaged time is the sum of all the durations of all the chats within a given time period.
Customer Satisfaction (CSAT):
This score reflects your customers’ rating of your engagement with them. The system collects data from post-chat surveys and presents it in detail.
Tip: To help you remember how to read the data, roll over various areas of the dashboard to see the tool tips.
Monitor your performance and take any necessary action to improve it by seeing where your strengths and weaknesses are.