eventUpdated: 8/8/2024
How to access real-time conversations?
In this article, you will obtain information on how to get reports from the different service queues in real time.
Estimated reading: 03 minutes
What advantages does this report offer?
This report lets you obtain information about the service queues in real time based on the parameters shown in the following screenshots. Below we detail the characteristics of each of them.
Glossary
- Queue: Name of the service queue, for example, “Chat Support”.
- Ongoing conversations: These are the conversations that are currently in progress (open) with the different users.
- Closed conversations: These are those conversations that have been closed by the agent.
- Users waiting for agent response: Indicates the number of users waiting for a response from the agent in each service queue.
- Average response time: Indicates the average time it takes for the agent to respond.
- Response count: It reflects the average number of responses an agent provides in each queue.
- Queue wait: It indicates the time elapsed from when the user enters the service queue until an agent is assigned. High wait times suggest that more automation or more agents are required.
- Waiting for an agent: It indicates the time elapsed from when an agent is assigned to the user until the first response is obtained from the agent.
- Queue wait + agent wait: It indicates the time elapsed from when the user enters a queue until the user receives the first response from an agent
- Conversation with agent: It indicates the time elapsed from when the user receives the first response from the agent until the conversation is closed.
- Conversation total: It indicates the elapsed time from the moment the user starts the conversation until it closes.
- Transfers received: It indicates the users who were transferred to this agent.
- Transfers made: It indicates the users who this agent transferred to others.
- Abandoned by user: It indicates the sessions abandoned by users.
- Abandoned by agent: It indicates sessions that the agent did not take for more than 24 hours.
- NPS: It indicates the score "Net Promoter Score” which refers to the quality of service that the user received from the agent. You can use the nps variable in an intent to have data associated with your agents.
Make informed decisions to optimize your operations and provide an excellent customer service experience. The data obtained will allow you to strengthen your conversation flows, improve response times, and ensure that your agents provide efficient and quality service.
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Written by Botmaker Team
Updated: 12/05/2023