‎Channel Overview - Live Chat | Sprinklr Help Center

Channel Overview - Live Chat

Updated

28 days 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:

Case Summary
Interaction Summary:
Backlog Case Count Status:

Case Summary: This section provides details about case count, open case count, count of cases closed, cases with first resolution time cases , service level for first resolution time, average case closure duration. Lets have a various metric under case summary:
- Case Count: Number of times a macro was used.
- 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 "Service Settings Screen"
- First Agent Response Time(Case): Measures the duration of first brand (only agent response) response that was sent on the case based on the start time selected on the "service settings screen". This excludes auto repsonses, auto imports and surveys
- Service Level FTR (Case): Measures the % of cases first replied within the selected threshold on the "service settings screen" over total number of cases which were responded by the agent.
- Case Closure Duration: Measures the closure duration of the case based on difference between case closure time and case creation time. SLA Preset will be applicable on this metric if applied.
Interaction Summary: Interactions summary provides a detail about the interactions offered, interactions assigned, interactions abandoned, first resolution time, service level digital, handle time (Assigned Duration) and average time to answer.
- 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
- Interaction 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
- First Response Time (Agent): 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 "service settings screen"
- Response Time Excluding First (Agent): Measures next response time made by the agent excluding the time taken to respond the first response)
- Service Level Digital: 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 "service settings screen". SLA preset can also be applied
- 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
- Average Time to Answer: Measures average time taken to assign a case/ digital interaction to agents post entering the work queue over total number of digital interactions that entered the particular queue.
Backlog cases current status: Provides the status of cases, including open cases, closed cases, cases awaiting brand response, and cases in progress.

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.
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.
Total 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.
Interactions Short Abandoned	Measures the total number of digital interactions that were short abandoned as per the threshold set in the "service settings screen" or "queue settings screen".
Average Time to Answer	Measures average time taken to assign a case/ digital interaction to agents post entering the work queue over total number of digital interactions that entered the particular queue.
Service Level Digital	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 "service settings 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 of Total Assigned Duration	Measures time taken by agents to handle a particular digital interaction i.e time from agent assignment to agent un-assignment on the case/ digital interaction.

Agent Performance

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 Assigned with Brand Response	Measures number of times a particular case that has been assigned to the agent has been responded
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
First Response Time (Agent)	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 "service settings screen".
Response Time Excluding First (Agent)	Measures next response time made by the agent excluding the time taken to respond the first response).
Case User Response SLA	Measures the time difference between when a user replied on a case to the case creation time.
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.