Dashboard

The Dashboard is a page on the Chat Platform that displays the most basic information about the system's operation in real-time, including the performance indicators of employees both in sub-departments and overall in the system.

Unlike the Reporting block, which shows information about already completed dialogs for any period of time in the past (offline statistics), the Dashboard (online statistics) allows you to see performance indicators for agents in this account "here and now", demonstrating a snapshot of the current state and workload of employees and departments. Data for the Dashboard is received from the Chat Platform Server operational memory in the shortest possible time, while in the Reporting, data is loaded from the database with a delay.

The purpose of the Dashboard

On the Dashboard, employees can see the counts of inquiries based on different metrics, grouped by different parameters. The Dashboard allows employees to get data on service workload and its performance over a short period (hour, day) and current reports in real-time. The timeliness of the data obtained sets the Dashboard apart from the functionality of the Reporting block, which provides data for all service work periods, but not as quickly. The metrics on the Dashboard can be used to track the activity of agents, understand which departments and which agents have the longest unanswered inquiries, etc.

You can use and interpret various metrics to accomplish different tasks, such as:

Assessing the current workload of agents and their response speed to inquiries based on their current workload level using the metrics in the Staff table.
Monitoring how long chats assigned to a department are left unattended by the department's agents (the Waiting Time (max) metric), as well as analyzing the number of Missed requests in departments. If a department has excessively high values for these metrics, it may be worthwhile to prioritize inquiries from that department for some agents or pass this information to administrators to add additional agents to the department.
Tracking employees' punctuality when starting their shifts (the Last Login metric) and when they finish working in the system (the Last Logout metric) to verify their actual performance against their work schedules.
Monitoring the actual working time of an agent. If you have regulations that limit the amount of break time allowed during an agent's shift, you can compare these values against each agent's actual performance.

Updating and Displaying Metrics

The Dashboard's metrics values update automatically. You can change the values of the update intervals for metrics in the account settings editor (account config) to any other value:

The dashboard_realtime_update_interval parameter (specified in seconds) is responsible for updating metrics using the real-time update interval (realtime_statistics). This interval is used by the Now metric of the Staff table, as well as metrics in the Departments and upper horizontal panels containing the account indicators at the current moment. The default value is set to 3 seconds.
The dashboard_prev_periods_update_interval parameter (specified in seconds) is responsible for updating metrics using the non-real-time update interval (prev_periods_statistics). This interval is used by some metrics in the Staff table (the Per Hour and Waiting Time metrics), as well as the metrics in the Threads and Departments tables.

The time of the last update, accurate to the second, is displayed in the upper right corner, so there is no need to manually refresh the page to obtain up-to-date metric values.

Access to the Dashboard

Full access to the Dashboard (with all metrics displayed for all departments and agents) is available only to users with the Administrator role (learn more about roles here).

Agents do not have access to the Dashboard: for them, this page, the button on the Toolbar, and the corresponding item in the Menu are not available.

How to Access the Dashboard

When a user, whose role allows access to the Dashboard, logs in to the Chat Platform, they will immediately be taken to the Dashboard after a successful login. If they are on another page within the Control Panel, they can access the Dashboard in two ways:

By clicking the button on the toolbar (at the top of the Control Panel)
By selecting "Dashboard" from the "Analytics" section in the menu:

Metric	Description
Online requests in process	The number of online requests currently being handled.
Pending online requests	The number of online requests waiting to be handled by agents (located in the "Waiting Response" section).
Online agents	The number of staff members currently in an "Online" status.

Threads

Metric	Counting Period	Metric Code	Description	How it is calculated
Threads	Per Hour	`threads_hour`	The number of all dialogs initiated by the visitor per hour, regardless of the outcome.	The number of unique dialog identifier received at a moment satisfying the inequality: `Incoming time of request > Current time - 1 hour`
	Today	`threads_day`	The total number of visitor initiated chats for the current day, regardless of outcome.	The number of unique chat IDs that meet the inequality: `Chat initiation date = Metric update date (current date)`
Missed	Per Hour	`missed_hour`	The number of missed chats per hour. Chats that are considered missed are those in which the visitor did not receive a response and left the site, while there was at least one agent online. If the visitor left the site and returned before the chat was closed, or if an answer was being typed (but not sent), the chat is not considered missed, nor is a chat closed by the agent. A missed chat is counted for the period in which the chat was finally closed.	The number of unique chat IDs that transitioned to the `closed` state without agent handling, under the condition: `Visitor wait time for response > Timeout` for chats that transitioned to the closed state, meeting the inequality: `Time of missed chat creation > Current time - 1 hour`
	Today	`missed_day`	The number of missed calls for the current day. Missed are those dialogs in which the visitor did not receive a response and left the site while at least one agent was online. If the visitor left the site and returned before the dialog was `closed`, and also if they started typing a response (and were not sent), the dialog is not considered missed, as well as the dialog closed by the agent. A missed appeal is considered for the period in which the dialogue was finally closed.	Number of unique dialog IDs that went into the `closed` state without being accepted by the agent, provided that `Visitor response timeout >` Agent's response timeout for dialogs , which passed into the `closed` state at the moment satisfying the inequality: `Date of hit receipt = Date of metric update (current date)`
Waiting time	Per Hour	`avg_answer_time_hour`	The average value of the time a visitor waits for a dialog to be processed by an agent with manual routing of dialogs per hour. If auto-assignment is enabled, the metric value will be 0:00.	The arithmetic average of the time elapsed between each conversation transitioning from the `queue` state to the `chatting` state for conversations that transitioned to the `chatting` state at the time that satisfies the inequality: `Dialog transition time to the chatting state > Current time is 1 hour`
	Today	`avg_answer_time_day`	The average value of the time the visitor waits for the agent to take the dialog into processing when manually routing dialogs for the specified period of time. If auto-assignment is enabled, the metric value will be 0:00.	The arithmetic average of the time elapsed between the transition of each dialogue from the `queue` state to the `chatting` state for dialogues that entered the `chatting` state at the time that satisfies the inequality: `Date of transition of the dialogue to the chatting state = Metric update date (current date)`

Staff

Metrics for counting calls by Staff.

Metric	Metric code	Description	How it is calculated
Now	`threads_now`	The number of active dialogs of the agent at the current moment.	It is equal to the number of dialogs that this agent currently has in the Agent Workspace section In dialog.
Last hour	`threads_hour`	The number of requests assigned to the agent in the last hour.	The number of unique dialog IDs received from the visitor and assigned to the agent at a moment that satisfies the inequality: `Request arrival time > Current time - 1 hour`, regardless of the outcome..
Waiting time	`avg_answer_time`	The average visitor wait time for the agent to take the dialog in manual dialog assignment for the past 60 minutes. If auto-assignment is enabled, the metric value will be 0:00.	The average arithmetic time between each dialog assigned to the agent transitioning from the `queue` state to the `chatting` state for dialogs that transitioned to the chatting state at a moment that satisfies the inequality: `Dialog transition to chatting time > Current time - 1 hour`.

Metric Calculation

The metrics for the hour are calculated as follows:

For the past 60 minutes until the current time: If it is currently 2:30 PM, the calculation is done in the interval from 1:30 PM to 2:30 PM.

The metrics for the day are calculated as follows:

For the past 24 hours until the current time: If it is currently 2:30 PM, the calculation is done in the interval from 2:30 PM of the previous day to 2:30 PM of the current day.