Performance Monitoring

The Home Page provides a detailed view of bot and agent performance, offering critical insights to optimize your support operations. This view allows you to monitor efficiency, identify performance gaps, and ensure that both automated and human resources are working together to deliver exceptional customer service. By leveraging these insights, you can continuously improve productivity and enhance customer satisfaction.

• Bot Performance Metrics: View the number of open, finished, and dropped interactions for each bot, helping you monitor how well your automated systems are handling customer inquiries.

• Average Chat Time: Tracks the average time each bot spends in conversation, indicating efficiency and engagement levels.

• Average Clicks: Measures user engagement by tracking the average number of clicks during bot interactions, helping you assess the effectiveness of bot prompts.

• Business Value: Reflects the revenue generated from interactions managed by bots, linking bot performance directly to business outcomes.

• Customer Satisfaction: Each bot receives a rating based on customer feedback, giving you a clear indicator of how well bots are meeting customer needs.

• Live Status Indicators: Green and red dots indicate whether agents are currently online or offline, providing real-time visibility into your team’s availability.

• Key Performance Metrics:

  • Requesting: Tracks the number of requests initiated by the agent, highlighting proactive engagement.

  • Replied: Shows the total number of replies sent by the agent, reflecting their activity and responsiveness.

  • Resolved: Indicates how many issues the agent has resolved, a key measure of their effectiveness.

  • Missed: Captures the number of missed interactions, alerting you to potential gaps in service.

• Efficiency Metrics:

  • Average Chat Time: The average duration of conversations handled by the agent, which helps assess their efficiency.

  • Average Call Time: Displays the average time spent on calls, providing insights into how time-consuming customer inquiries are for each agent.

  • Login Time: Shows the total hours the agent has been logged in, useful for monitoring workload and ensuring adequate coverage.

These analytics allow you to manage both bots and agents effectively, ensuring that every customer interaction is handled efficiently and contributes positively to your overall business goals.