This dashboard includes operational metrics used to analyze agent activity and performance. It provides brands the ability to monitor from both supply and demand perspective, their chat operation at the Line of Business (LOB), skill, campaign and engagement level.

Primary datasets: Exposures hourly, post connect hourly, queue health hourly, survey hourly
Minimum timeframe: Hourly

Demand analysis sheet

Primary filters: Skill, LOB

Main panel: demand summary

The following panel will be presented when accessing the operational & staffing predefined dashboard. It provides an overview of demand analysis. The dashboard aggregates data by the chosen skills to show chat funnel metrics and present visualizations of the funnel in two levels; comparing prospects the exposures and the showing the requested chat funnel to connected chats.

Top data bar (grid)

Columns (metrics):

  1. CHAT PROSPECTS
  2. CHAT EXPOSED
  3. EXPOSED RATE
  4. REQUESTED CHATS
  5. CLICK RATE
  6. CONNECTED CHATS
  7. CONNECTED CHAT RATE
  8. INTERACTIVE CHART
  9. INTERACTIVE CHAT RATE

Visualizations:

Graph Name (Type) Vertical / Angle (Metrics) Horizontal / Color (Attributes) Additional functions
Prospects vs. Exposure by day (Area Chart) CHAT PROSPECTS (SKILL) For Fx / CHAT EXPOSED (SKILL) For Fx DAY OF THE WEEK = A Hover to view the data points per hour of the dayDynamically reflects the aggregated selected skill’s data as chosen in the filter.
Chat Funnel {Requested, Interactive, Connected} (Area Chart) REQUESTED CHATS / INTERACTIVE CHATS / CONNECTED CHATS DAY OF THE WEEK Hover to view the data points per hour of the dayDynamically reflects the aggregated selected skill’s data as chosen in the filter.

Panel two: demand processing

The following panel will be presented when accessing the operational & staffing predefined dashboard. It provides an overview of the demand analysis. The dashboard aggregates data to the campaign and engagement level and shows the funnel metrics in a grid view as well as through a day by day trend view (bar chart)

Left data table (grid) “Campaign”

Columns (metrics):

  1. CAMPAIGN NAME
  2. INTERACTIVE CHATS

Right data table (Grid) “Engagement breakdown”

Columns (metrics):

  1. ENGAGEMENT NAME
  2. CHAT PROSPECTS (SKILL ENG)
  3. REQUESTED CHATS (SKILL ENG)
  4. CONNECTED CHATS (SKILL ENG)
  5. INTERACTIVE CHATS (SKILL ENG)
  6. ABANDONED CHATS (SKILL ENG)

Visualizations:

Graph Name (Type) Vertical / Angle (Metrics) Horizontal / Color (Attributes) Additional functions
Historical Volume (Combe Chart) INTERACTIVE CHAT RATE / INTERACTIVE CHATS DATE Dynamically reflects the aggregated data of the selected Campaign from the Campaign Grid (left). Click on a Campaign name and see the relevant data in the visualization.

Staffing analysis sheet

Primary Filters: Skill

Main panel: summary

This panel presents a summary of the staffing related metrics as they pertain to the consumer and agent experience. Users see the queue times aggregated by the chosen skill as well as the skill’s abandonment rate and derived missed opportunities. The survey funnel is also represented in this summary to complete the consumer’s experience.

Top data table (grid) “Operational KPIs”

Columns (metrics):

  1. LOGGED IN TIME
  2. ENGAGED TIME
  3. ONLINE
  4. ONLINE TIME ENG.
  5. AWAY
  6. AWAY TIME ENG
  7. BACK SOON
  8. BACK SOON TIME ENG.

Visualizations:

Graph Name (Type) Vertical / Angle (Metrics) Horizontal / Color (Attributes) Additional functions
Queue Times (Bar Chart) AVG. TIME TO ANSWER HOUR None
Abandonment (Bar Chart) ABANDONED CHAT RATE HOUR None
Missed Opportunity by skill (Pie Chart) MISSED OPPORTUNITIES (SKILL) SKILL None

Bottom data table (grid) “Survey”

Columns (metrics):

  1. SURVEY TYPE
  2. VIEWED SURVEY
  3. COMPLETED SURVEY
  4. COMPLETION RATE

Panel two: missed opportunity

This panel presents a deep dive into missed opportunity as it pertains to actual staffing. It highlights the times of day where staffing impacts the potential for increasing expose of chat buttons to consumers. This helps brands optimize their operation to fit the demand in increase targeting in relation to the staffing.

Visualizations: | Graph Name (Type) | Vertical / Angle (Metrics) | Horizontal / Color (Attributes) | | — | — | — | | Missed Opportunity Weekly (Stacked Combo Bar & Line Chart) | CHAT EXPOSED (SKILL)/ MISSED EXPOSED (SKILL) / EXPOSED RATE (SKILL) | DATE | | Total vs Actual Volume (Stacked Area Chart) | POTENTIAL ENGAGEMENTS (SKILL)/ ENGAGEDPOTENTIAL EXPOSED (SKILL)/ CHAT EXPOSED (SKILL) | DATE | | Missed Opp. by Day of Week by Hour (Area Chart) | MISSED OPPORTUNITIES (SKILL) | DAY OF THE WEEK& HOUR |