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
