Digital Channels Real Time View

Updated 

27 days ago

The Digital Channel Real-Time View report offers a comprehensive overview of key operational metrics, including total case count, cases per hour, awaiting assignment count, cases in progress, average cases per hour, open cases, wait times, and service levels.

Additionally, the report includes work queue monitoring data, such as the number of assignments awaiting action, active case count, customer wait times, and time spent on in-progress cases.

Business Use Cases

  • Real-Time Staffing Adjustments: Monitor case volume and assignment counts to dynamically allocate resources during peak hours.

  • Queue Management and Prioritization: Use wait time and in-progress data to prioritize high-impact or delayed cases for faster resolution.

  • Performance Monitoring and Trend Analysis: Track average cases per hour and open case trends to identify process gaps and improve team efficiency.

Dashboard Sections

The Digital Channel Real Time View dashboard is divided into 2 sections:

  • Digital Channel Real Time View: The Digital Channel Real-Time View section provides a detailed snapshot of essential operational metrics such as total case volume, hourly case rate, pending assignments, active cases, average case throughput, open cases, customer wait times, and service level performance.

  • Queue Monitoring: Work queue monitoring data includes metrics like pending assignments, the number of active cases, customer wait times, and the duration of in-progress cases.

Let's have a detailed view of the same.

This section is divided into the following widgets:

Tracks the total number of cases created across all channels within the platform.

Name

Description

Case Count

Measures the count of all the cases that were created in the platform across all the channels

Captures the total number of cases generated on the platform across all communication channels.

Name

Description

Hourly Average of Case Count per Hour

Measures the count of all the cases that were created in the platform across all the channels.

Measures the number of cases that remain in an open or new state, calculated as the difference between total cases and closed cases.

Name

Description

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).

Represents the estimated time a case is expected to wait before being assigned to an agent.

Name

Description

Max of Estimated Wait Time

Time duration for which a case is expected to wait before agent.

Indicates the number of cases in the work queue currently waiting to be assigned to an agent.

Name

Description

Awaiting Assignment Count

Number of cases in the work queue that are awaiting assignment.

Represents the number of cases in the work queue that are currently in an assigned state—where an agent is connected (for voice calls) or has been assigned (for digital channels).

Name

Description

In Progress Count

Number of cases in the work queue that are currently in assigned state (agent connected in case of voice calls, agent assigned in case of digital channel).

Reflects the current wait time for individual cases or calls in the queue.

Name

Description

Max of Customer Waiting Time

Current time for which individual cases / calls are waiting in the queue.

The percentage of cases where the first user response including auto responses was made within the defined SLA calculated over all cases with recorded responses. SLA thresholds can be configured in the Service Settings screen.

Name

Description

Service Level - FRT (Case)

The percentage of cases where case first user response time on the case was made within SLA over total cases with responses in the system. This includes auto responses as well. The values can be set from "service settings screen".

Let's have a look at the metrics:

Name

Description

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

Awaiting Assignment Count

Number of cases in the work queue that are awaiting assignment.

In Progress Count

Number of cases in the work queue that are currently in assigned state (agent connected in case of voice calls, agent assigned in case of digital channel).

Max of Customer Waiting Time

Current time for which individual cases / calls are waiting in the queue.

Max of Estimated Wait Time

Time duration for which a case is expected to wait before agent.

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