C
Chartreuse Bandicoot
We’d like a central screen displaying real-time chat statistics to keep our customer service team informed and agile. The goal is to gain immediate insight into performance and respond quickly to ongoing situations. Below is a summary of the key data points and features we want to see:
Agent Activity:
  • Which agents are currently logged in
  • Number of conversations currently in each agent’s inbox
  • Number of conversations handled by each agent today
Conversation Statistics:
  • Total number of conversations handled today
  • Number of currently open conversations
  • Number of unanswered conversations
  • Number of conversations handled by the AI Agent
  • Number of conversations escalated to human agents
Channel Insights:
  • Breakdown of conversations per channel