The Dashboard Page contains the following charts to analyze real time statistical information.
Users will need to select filter the time range to generate data in charts and reports of Dashboard. The filter can be the date from to, or in period (last 7 days, last 30 days)
After selecting the filter, from the overview user can see summary information at a glance, it includes:
- New ticket
- Open ticket
- Pending ticket
- Solved ticket
- Solved by bot ticket
- Solved by agent ticket
- Expired ticket
- Expired without agent reply ticket
This chart showing total tickets with detailed status in each day through date range.
There
also have some function buttons for the user to use eg: zoom in, zoom
out, selection zoom, panning, reset zoom, and menu to allow a user to
download chart data (as SVG, PNG, or CSV)
This chart shows total tickets in statistics by count of different statuses.
User can download this chart data (as SVG, PNG, or CSV).
This chart showing total conversations during the selected time, categorized by user-initiated, business-initiated and a sum of last two categories (total).
User-initiated conversations are those that are started by the end-client (ex: client writing to your CHATI WhatsApp number).
Business-initiated conversations are those that are started by the business employees (CHATI operators of different roles) and are started with template message.
User can download this chart data (as SVG, PNG, or CSV).
This chart shows the count of chat session messages, SMS, and broadcast messages. If users move the mouse to a specific point in the chart, it will show the detail of each category on a specific date.
There
also have some function buttons for the user to use eg: zoom in, zoom
out, selection zoom, panning, reset zoom, and menu to allow the user to
download chart data (as SVG, PNG, or CSV)
This chart showing the total number of message rates categorized as Read, Delivery, Failed, SMS.
Users can select click the menu to download chart data (as SVG, PNG, or CSV).
This chart showing list of operators along with the time that he/she spent to solve the ticket.
Users can select click the menu to allow users to download chart data CSV.
Please note that there are cases that customers asking pre-defined keywords and Bot picking the chat, then later agent pickup that chat, we should count the time from the user asking the first query until the time the agent pickup the chat.
For example:
12:00 Chat Started
12:05 Chat was marked Solved
12:08 Chat was re-opened
12:12 Chat was again marked Solved
==> This value will be: 5 mins (first time) + 4 mins (second time) / 2 times = 4 mins 30s
In another case for Average Resolution Time, we will only check by the last assignee that the ticket is moved to Solved/Expired status. Eg:
12:00 agent A pick up the chat, checking more with the customer
12:10 agent A reassign to agent B
12:25: agent B close the chat
--->report display only Agent B: 15 mins.
This chart shows the list of operators along with the number of chats that they proceed with.
Users can click to filter results by ticket status: Solved, Pending, Open, Expired without reply.
Users can select click the menu to download chart data CSV.
This chart showing statistics of Sent and Received messages during the specified date range. If the user moved the mouse to a point in the chart, it will show the detail of Sent/Received messages on a specific day.
There also have some function buttons for the user to use eg:
zoom in, zoom out, selection zoom, panning, reset zoom, and menu to
allow users to download chart data (as SVG, PNG, or CSV).
This chart shows the list of conversations categorized by tags they were assigned to in Team Inbox.
More conversations that has specific tags assigned to it, higher will be bar corresponding to that tag in chart.
Users can click the menu to download data as SVG, PNG, or CSV.
This chart showing 2 lines of information: Chat duration in minutes (blue) and Chat count (green) in the selected time range.
Similarly, if users move the mouse to a specific point in the chart, it will show detailed Chat duration in minutes and Chat count on a date.
Users can click the menu to download data as SVG, PNG, or CSV.