‎Channel Overview - Live Chat | Sprinklr Help Center

Channel Overview - Live Chat

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5 hours ago

The Channel Overview - Live Chat summary offers a comprehensive overview, including the total number of cases, counts of open and closed cases, first resolution time, service level compliance for first resolution, average case closure duration, interaction details, and the current status of all cases. You can also deep-dive to understand the performance at queue and agent level.

Business Use Cases

Tracks the current status of the cases and categorises them into open, closed, in progress , etc. This ensure adherence to service level agreements (SLAs), preventing delays and improving operational efficiency.
Monitors metrics like Average Handle Time, Average time to answer and First Response Time to optimise resource distribution.
Provides status of all cases, such as open, closed, in progress, etc.
Supervisors will have access to the overall Live Chat Summary, which includes case, interaction summary, along with case count. They will have detailed insights about queue performance and agent performance summary.

Dashboard Sections

The Channel Overview- Live Chat dashboard is divided into 3 different sections:

Channel Overview-Live Chat: Provides insights into a comprehensive overview, including the total number of cases, counts of open and closed cases, first resolution time, service level compliance for first resolution, average case closure duration, interaction details, and the current status of all cases.
Queue Performance: Provides a detailed overview at the work queue level, covering metrics such as assigned duration, interactions offered, assigned and abandoned, average time to answer, service levels, and the number of interactions assigned within SLA.
Agent Performance: Provides detailed information at an agent level on interactions assigned, response count, first response time, and handle time for both assigned and digital interactions.

Live Chat

Live Chat is divided into 3 different sections.Refer to the various metrics that are measured in this section:

Bot Handled Cases : Provides details about the cases handled by Bot.
Backlog Cases Current Status: Provides details about the backlog cases current status.
Case Summary: Provides details about case count, open case count, closed case count and bot containment rate.
Response Summary: Provides details about the service level FTR, Average of first response time, average of response time excluding first, average handle time.
Assigned Interactions: Provides details about the average interactions offered and assigned, along with wait time for agent assignment.
Handled Interactions: Provides details about the interactions handled, average of first response time and average response time excluding first.
Offered V/S Assigned Interval Split: It provides the details about the Interaction Offered and Interactions Assigned.

Bot Handled Cases

Backlog Cases Current Status

Case Summary

Response Summary

Assigned Intercations

Handled Interactions

Offered V/S Assigned Interval Split

Queue Performance

Let's have a look at the various metrics:

Name	Description
Date	Date on which event occurred.
Work Queue	Provides the name of the associated work queue. In case the work queue is not shared with the particular user, it will show the unique ID of the queue.
Interactions Offered	Measures the total number of digital interactions that entered the queue. If a case enters the queue again, it will be counted as 2 incoming queue assignments.
Interactions Assigned	Measures the total number of digital interactions that were assigned to the user. If a case enters the queue again, and is assigned to another agent - it will be counted as 2 agent assignments.
Interactions Abandoned	Measures the total number of digital interactions that entered the queue and were further abandoned - either in queue or after assignment to the agent. If a case enters the queue again, it will be counted based on each assignment to the queue.
Average of Wait Time	Measures time taken by the case/ digital interaction for getting assigned to user after entering the work queue. It will be based on each unique assignment to the work queue.
Service Level FTR	Measures % of digital interactions assigend to the agents over total number of digital interactions that entered the particular queue within the defined threshold selected in the "Standard Metrics Screen". SLA preset can also be applied
Interactions Assigned within SLA	Measures the total number of digital interactions assigned to the user within the defined SLA threshold that is applied based on each assignment to the queue. SLA preset works on Time to Answer
Average of Time to Abandon	Measures time taken by the case/digital interaction to get abandoned after entering the work queue. It will be calculated in scenarios where case moves from work queue stage to outbox or to some other queue (based on routing config) It will be based on each unique assignment to the work queue.
Interactions Abandoned within SLA	Measures the total number of digital interactions that were abandoned post entering the work queue within the defined SLA threshold that is applied. SLA preset works on Time to Abandon.
Average Assigned Duration	Measures average of total time case/digital interaction was assigned to the agents over total number of digital interactions assigned to the agent done in the queue.

Agent Performance

Let's have a look at the metrics:

Name	Description
Date	Date on which event occurred.
Agent	The sprinklr user for whom the report is being generated.
Interactions Assigned	Measures number of times a particular case has been assigned to the agent.
Interactions Handled	Measures the total number of interactions handled by the agent based on number of assignments and value selected in the “Standard Metrics Screen.
Interactions Assigned with Brand Response	Measures number of times a particular case that has been assigned to the agent has been responded.
Interactions Assigned with Applied Macros	Number of assignments in which the assigned user has applied any macro.
Interactions Assigned with No Actions	Number of assignments in which user has neither shared a response nor applied a macro.
Interactions Assigned with Applied Macro without Response	Number of assignments in which the assigned user has applied any macro, without and response sent during the assignment.
Average of First Response Time	Measures the duration of first agent response that was sent on the case after every assignment to the queue from either agent assignment time or last un responded customer message on the case as per values selected in "Standard Metrics Screen"
Response Count	Count of unique responses sent by the agent corresponding to the brand response received on the case. Example : If the messages are in the sequence: F1 F2 B1 B2 F3 B3, then total response count will be 2 in this scenario as B1 will be counted as a response to F1 and B3 will counted as a response to F3
Average of Response Time	Measures the duration of overall responses that was sent on the case by the agent during that assignment. This excludes auto responses, auto imports and surveys.
Average of Response Time Excluding First (Agent)	Measures next response time made by the agent excluding the time taken to respond the first response).
Average of Handle Time (Assigned Duration)	Depicts the total time a case was assigned to the agent. It will show the assigned duration based on each agent assignment.
Service Level - FTR	Measures the % of cases first replied within the selected threshold on the "Standard Metrics Screen" over total number of cases which were responded by the agent.
Service Level - RT	% of responses sent by the agent within SLA over total response count sent by the agent on the case. The threshold for SLA can be based on value updated in the service level KPI in the Standard Metrics Screen.
Response Count	Count of unique responses sent by the agent corresponding to the brand response received on the case. Eg: If the messages are in the sequence: F1 F2 B1 B2 F3 B3, then total response count will be 2 in this scenario as B1 will be counted as a response to F1 and B3 will counted as a response to F3.
Total Message Count	Number of messages sent by the agent including all the consecutive responses.

Name	Description
Case Count	Measures the count of all the cases that were created in the platform across all the channels.
Cases Handled by Bot	Total number of cases Handled by bot, this includes both cases which are in progress with Bot & have been closed/resolved during bot interaction.
Cases Handled by Bot + Agent	Total number of cases, handled first by Bot & later by Agent (assigned to Agent). This includes both cases - under handling with Agent & closed during Agent interaction.
Cases Handled by Agent	Total number of cases, handled only by Agent, with no Bot interaction at any stage of the journey. This includes both cases - under handling with Agent & closed during Agent interaction.

Name	Description
Status (Case)	Provides details about the status of the case.
Open Case Count	Measures the count of cases which are still in open or new state i.e difference between total cases (case count) and closed cases (closed case count).

Name	Description
Case Count	Measures the count of all the cases that were created in the platform across all the channels.
Open Case Count	Measures the count of cases which are still in open or new state i.e difference between total cases (case count) and closed cases (closed case count).
Closed Case Count	Measures the total number of cases which are closed based on case statuses values selected in the "Standard Metrics Screen".
Bot Containment Rate	Measures the % of Cases Handled by Bot over Cases Handled only by Bot and Bot+Agent. This number can change basis - movement of cases from Bot to Agent.