Real-time dashboard

Overview

The real-time dashboard provides an instant view of what is happening in your chat operations right now. This dashboard reflects live activity, giving agents with such access immediate visibility into current conversations, response times, and workload distribution.

The dashboard is available at https://dash.callbell.eu/dashboard/welcome and offers real-time insights into open, pending, and bot-handled conversations.

Key Metrics

The dashboard is structured around three main metrics that offer a clear understanding of chat activity:

1. Open Conversations: The total number of currently open conversations.
2. Pending Conversations: The number of conversations where the last message was received from the contact but has not been answered yet.
3. Bot Conversations: The number of ongoing conversations being handled by the chatbot. Note: This metric doesn't work for automatic routing, only the chatbot.

Time-Based Metrics

Each of these metrics is supplemented with a corresponding time-based metric to track efficiency:

1. Average Open Duration: The average time conversations remain open.
2. Average Pending Duration: The average time contacts have been waiting for a response.
3. Average with Bot Duration: The average duration conversations are being managed by the bot before human intervention or resolution.

The calculation is made based on the number of conversations that are open, pending, or being handled by the bot. Once a chat is closed, it will no longer impact the metrics.

Agents Table

This table displays each agent’s number of open and pending conversations, the agent's status, and how many conversations are not assigned.

Conversations Table

The conversations table lists all open conversations sorted by the longest open duration, and allows you to click on a contact's name to open the chat in a new tab, enabling direct actions such as responding or closing the conversation.

Filters and Auto-play button

⚠️ Important: These features are available only for customers under the Plus plan.

Customers subscribed to the Plus Plan gain access to two additional features:

1. Filters: Users can filter metrics and reports by agent, team, and channel, ensuring tailored reporting for specific performance insights.
2. Auto-Play: This button allows you to automatically refresh the dashboard every 10 seconds, ensuring real-time updates without manual intervention.

Let us know if you have any questions or feedback 🛎️