This report provides the details of chats handled by the Live Human Agents using Live Chat Software.
All the data shown for BOT and Live Chat Software in the dashboard are with respect to the Department and Date filter
All the defined departments are available as part of this filter. All Live Chat Software Human Agents are mapped to Department.
Select the date range, please note that the date range can’t be more than 1 month..
The above table provides details of the overall chats
Name of the Agent
Total chats closed by each agent
Total Handled chats are computed at end of each day. These are the total chats accepted by the agent in the Live Chat Software
Average Handling Time is computed at end of each day. Average Handling Time is with respect to the for overall chats handled by the Agent.
First Response Time is computed at end of each day. This is the count of all the chats were the Live Human Agent has provided their first response to the customer with-in 10sec.
This indicates how the chat was initiated. There are two types of chat initiation Proactive or User Initiated
This helps you visualize chats that were transferred to Live Human Agents on Live Chat Software.
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