Purpose and Features
This development aims to enhance the supervisor screen for more effective monitoring and management of operational data. The following parameters have been added to the dashboard:
Chat SL (Service Level): The percentage of chats answered within a specified time.
Chat AR (Answer Rate): The proportion of chats in the queue that are answered.
Average Wait Time: The average time chats wait before being answered.
These metrics are now visible on the supervisor screen alongside Queue Statistics, Interval Table, and SL/AR and Avg. Time Tables.
Benefits
Real-Time Monitoring: Performance metrics for the chat channel can be tracked instantly.
Operational Decision Support: Supervisors can respond quickly to spikes in volume or performance drops.
Advanced Filtering: All metrics can be filtered by queue and queue group, enabling detailed performance analysis of specific teams or service lines.
Data-Driven Management: With more visible metrics, planning and resource allocation can be optimized.
Usage
Navigate to: Homepage > Supervisor > Dashboard
The chat-specific data added to the Supervisor screen includes:
SL (Service Level)
AR (Answer Rate)
Average Wait Time
Screens Where Data is Displayed:
SL/AR Table:
Select "Chat" to view SL and AR percentages.
Use the queue and queue group filters at the top of the dashboard for filtered views.
Avg. Time Table:
Select "Chat" to view Average Wait Time in seconds.
Filtering is also available via the dashboard filters.
Queue Statistics Table:
Columns for Chat SL, Chat AR, and Average Chat Wait Time have been added. Filter data using both the dashboard's top filters and the table’s own queue filter.
Interval Table:
Columns for Chat SL, Chat AR, and Average Chat Wait Time have been added. Filter data using both the dashboard’s filters and the table’s internal filter.
We wish your operation benefits from this new release and look forward to hearing your feedback!