Real-time Monitoring

As the name suggests, real-time monitoring allows you to monitor your incoming chats department wise in real-time.

If a livechat conversation is initiated, it gets reflected in the matrices in real-time, as shown below:

To access Real-time Monitoring settings:

Go to Real-time Monitoring in the omnichannel panel settings, as shown below:

  1. Select your desired department. You can select multiple departments if you want.

  1. Select the auto-refresh time from the dropdown.

Details of matrices are as follows:

Total Conversations:

It represents the total number of conversations for the current day.

Total Open Conversations:

It represents the total number of open conversations for your selected department for the current moment.

Total Messages:

It represents the total number of messages received in all the current-day conversations.

Total Visitors:

It represents the total number of livechat users for your selected department for the current day.

Total Abandoned Chats:

It represents the total number of conversations abandoned by the visitor for your selected department's current day.

Average of Abandoned Chats:

It represents the average of conversations abandoned by the visitor for your selected department's current day.

Average of Chat Duration Time:

It represents the average duration of all the conversations of your selected department for the current day.

Busiest Time:

It represents the hour during the current day when you received the largest number of incoming chats.

Average of Service Available Time:

It represents how many hours the Omnichannel service was available during the day. It means that at least one agent available to serve Omnichannel conversations.

Average of Service Time:

It represents the average time the agents spend serving chats in the current day.

Average of Response Time:

If the selected chat pickup method is auto-selection, the chat is automatically assigned to an agent. This matrix represents the average of agents' responses to all the conversations that are automatically assigned to them.

Average of First Response Time:

This matrix represents the average of the agent's first response to all the chats he picks up.

Average of Reaction Time:

This matrix represents the average of the agent's reaction to the assigned chats.

Average of Waiting:

It represents the average time your visitor spent in the waiting queue.