Real-time Monitoring

Real-time monitoring allows you to monitor your incoming and ongoing Livechat conversations in real-time.

To access the Omnichannel real-time monitoring dashboard, go to Administration > Omnichannel > Real-time Monitoring. These monitoring metrics can be filtered by the department and set to be updated in a specified amount of time by changing the Update every field.

When a Livechat conversation is initiated, it is reflected immediately on the monitoring dashboard in real-time.

Monitoring conversations metrics

This section shows matrices about all Livechat conversations.

• Total Conversations: It represents the total number of conversations at the current time.

• Open Conversations: This shows the number of open conversations for your selected department at the current moment.

• On Hold Conversations: This shows the number of conversations on hold at the 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.

Monitoring chat metrics

• 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: Shows in percentage the number of abandoned chats.

• Average of Chat Duration Time: It represents the average duration of all the conversations of your selected department for the current day.

Monitoring livechat metrics by time

• Busiest Time: It represents the hour(s) 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 is 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 metric represents the average of agents' responses to all the conversations 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 metric represents the average of the agent's reaction to the assigned chats.

• Average of Waiting Time: It represents the average time your visitor spent in the waiting queue.