Get a real-time visual summary of all the current activities in your Freshchat account with our live Dashboard.
Click on the Dashboard icon in the left menu bar. You can see two types of dashboards Overview and Agents.
Agent dashboard overview
The Overview Dashboard provides a range of widgets, each designed to display a unique metric for real-time monitoring.
The dashboard provides insights into key metrics, such as:
AGENTS
Displays the total number of agents online and those available on IntelliAssign.
Online: Teammates logged into Freshchat with the tab open, but currently active on a different tab.
Active on IntelliAssign: Teammates who have marked themselves as available for IntelliAssign tasks.
TEAM INBOX
Shows the total number of conversations categorized as unassigned, assigned, and assigned but awaiting a response from agents.
Unassigned (default: 2 minutes): Conversations waiting for assignment for over 2 minutes.
Assigned & Not Replied in (default: 2 minutes): Conversations assigned to agents but without a reply within 2 minutes.
Overdue (default: 2 minutes): Conversations that have not received any action (assignment or response) within the first 2 minutes, requiring immediate attention.
Assigned: Total number of conversations currently assigned to agents.
Note: The threshold could be adjusted for 2, 5, 15, or 50 minutes by the Admin.
SPEED OF RESPONSE
This widget displays the median, average, and 90th percentile values for key metrics such as first response time, response time, resolution time, and wait time for up to the last 6 hours.
- First Response Time
The time elapsed from when a conversation is assigned to an agent until they send their initial reply (regardless of how long it was unassigned).
Example: If a conversation is assigned to an agent at 1:00 PM and they respond at 1:02 PM, the first response time is 2 minutes.
Response Time: The average time it takes an agent to reply to subsequent customer messages within a conversation (regardless of how long it was unassigned).
Example: If a conversation is assigned at 2:00 PM, the agent responds to the first message at 2:02 PM. The customer replies at 2:05 PM, and the agent responds at 2:11 PM. The average response time would be 6 minutes.
Resolution Time: The total time from when a conversation is assigned to an agent until they send the final reply (regardless of how long it was unassigned).
Example: If a conversation is assigned at 3:00 PM and resolved at 3:15 PM, the Resolution Time is 15 minutes.
Wait Time
The time between when a customer initiates a conversation and when an agent sends the first reply.
Example: If a customer messages at 2:00 PM, the conversation is assigned at 2:15 PM, and the agent responds at 2:20 PM, the Wait Time is 20 minutes.
CUSTOMER SATISFACTION
The Customer Satisfaction widget shows the average CSAT rating based on all customer interactions for the day. It also provides a breakdown of the percentage of satisfactory versus unsatisfactory interactions, giving you a clear view of overall customer sentiment.
Rating (X/5): The average rating received for all positive feedback, regardless of negative feedback (regardless of how much negative feedback is received).
Example: If three positive feedback are received (3, 4, 5) and one negative feedback is received, the rating would be 4.
Satisfactory Interactions vs. Unsatisfactory Interactions:
Yes %: The percentage of positive feedback compared to the total amount of feedback.
No %: The percentage of negative feedback compared to the total amount of feedback.
Example: If ten feedback were received, out of which six are positive, the Yes % would be 60% and the No % would be 40%.
INCOMING CONVERSATIONS
This graph displays the volume of incoming conversations for the current day vs last week.
Note: The following widgets in the App Dashboard are available only from the Pro (Estate) plan in Freshchat.
FIRST RESPONSE TIME
This graph provides a visual representation of your team's first response time performance over the current day compared to the previous week. It displays Median, average, and 90th percentile values.
RESPONSE TIME
These graphs compare the current day and last week's performance for the respective metrics. It displays Median, average, and 90th percentile values.
RESOLUTION TIME
This graph provides a visual representation of your team's resolution time performance over the current day compared to the previous week. It displays Median, average, and 90th percentile values.
COMPARING INCOMING CONVERSATION VERSUS OTHER METRICS
These graphs provide a visual comparison of incoming conversation volume with various performance metrics, including resolved conversations, first response time, response time, and resolution time.
CONVERSATION LABELS
The Labels widget provides a visual representation of the different types of customer conversations that have occurred during the day.
