‎Channel Overview - Live Chat | Sprinklr Help Center

Channel Overview - Live Chat

Updated

9 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 8 different sections.Refer to the various widgets that are measured in this section:

Total Cases

Case Status Summary

Backlog Cases Current Status

Bot Enabled Accounts - Case volume split

Response Summary

Assigned Interactions

Interaction Summary

Offered V/S Assigned Interval Split

Queue Performance

Let's have a look at the various metrics for Live Chat Queue Summary:

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.
Contacts Offered	Contacts offered to the work queue i.e the contact that entered any work queue. A contact is every case/call that comes into queue - even if transferred. Every new offer to queue is counted as new contact offered. In case of transfer to same queue, it will be counted as 2.
Contacts Assigned	Contacts which are assigned to the agent post entering the work queue. Assignment is calculated for each contact offered to the work queue. This is only calculated for digital channels.
Contacts Answered	Contacts which are assigned to agent and further replied/answered by agents. In case of voice - answered is calculated when the agent answers the call, and in case of digital - if the agent makes the first reply on the case post entering the work queue.
Digital Contacts Abandoned	Contacts which are abandoned in the work queue before the agent is assigned on the case. In case of voice - customer abandoned the call. In case of livechat - customer closed the chat/inactivity before the agent assignment.
% Contacts Abandoned	Percentage of contacts which were abandoned in the work queue i.e Contacts Abandoned / Contacts Offered.
Contacts Flew Out	Contacts re-routed to another work queue without getting assigned to the agent or abandoned by the customer post entering the work queue. It can be due to routing config or cancelled warm transfers.
Avg Speed of Answer	Avg speed of answer for all contacts which are answered within the work queue i.e speed of answer averaged over total contacts answered in the work queue.
Contacts Assigned Within SLA	Contacts which are assigned to the agents within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement.. The threshold is based on time to assign.
Contacts Answered Within SLA	Contacts which are answered by agents post assignment within the defined SLA threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the section Service Level Agreement. The threshold is based on speed of answer.
Chat Contacts Short Abandoned	Contacts which are abandoned in the work queue within a defined threshold. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen under the short abandon section. This is applicable only for live chat channel only for Digital.
Transfer Completed	Count of contacts which are transferred to another work-queue or agent after agent assignment.
Avg Handle Time	Avg handle time for all contacts which are assigned to the agent for digital cases whereas answered by the agent for voice cases.
Avg. of Handle Time (Case Clock)	Duration that a contact is handled in the work queue based on case processing clock on the case i.e duration that the agent is actively working on the case. This will be only calculated for cases opened by the assigned agents.
Avg Agent Response Time	Avg response time by the agent on the contact in the work queue over total contacts answered.
Service Level - Accepted	This metric calculates for service level based on contacts assigned. % of contacts assigned to the agents within the defined SLA threshold over contacts offered to the work queue. The threshold is defined at the work queue level, and can be set in "Queue Standard Metrics" screen.

Agent Performance

Agent Performance is split into 3 widgets. Let's have a look at the metrics:

Live Chat Performance - Interval Split Summary

Agent Concurrency

Agent Concurrency Summary

The metrics include:

Name	Description
Agent	The sprinklr user for whom the report is being generated.
Contacts Assigned	Measures number of times a particular case has been assigned to the agent.
Contacts Assigned with Brand Response	Measures number of times a particular case that has been assigned to the agent has been responded
Contacts 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.
Contacts Assigned with Macro	Number of assignments in which the assigned user has applied any macro.
Contacts Assigned with No Action	Number of assignments in which user has neither shared a response nor applied a macro.
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.
Avg. of First Agent Response Time (Agent)	Measures the time taken for an agent to send their first manual response on a case, calculated after each assignment on the case. It is calculated as the duration between Agent Assignment Time and the Agent’s First Response within that assignment. This is an agent-level metric and is calculated separately for each agent assigned to the case.
Avg. of Response Time Excluding First (Agent)	Measures the duration of all next/further response time made by the agent on the case excluding the time taken to respond by the agent on the first customer message.
Avg. 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 - FRT	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 The percentage of cases first replied within the SLA over total cases with responses for that agent in that particular assignment. This includes only agent responses. This is based on First Agent Response Time (Agent) and thresholds can selected from Service Level - FRT in the "Standard Metrics Screen".

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).
Closed Case Count	Measures the total number of cases which are closed based on case statuses values selected in the "Standard Metrics Screen".

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
Cases handled by bot count	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.
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.

Name	Description
Service Level FTR (Cases)	The percentage of cases where first agent response time on the case was made within SLA over total cases with responses in the system. This does not include automatic bot responses, and only agent responses. The start time of first agent response time is picked from values selected in First Agent Response Time (Case) value and thresholds from Service Level - FRT in the "Standard Metrics Screen"
Average of First Response Time (Case)	Measures the time taken for an agent to send the first manual response on a case, starting from the case start time selected on the 'Standard Metrics' screen. This is a case-level metric and in cases where multiple agents are involved on the case - only the first agent response per case is counted. This excludes auto responses, auto-imported messages, and survey replies.
Average of Response Time Excluding First (Case)	Measures the duration of all next/further response time made on the case by the agent excluding the time taken to respond on the first customer message.
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

Name	Description
Date	Date on which event occurred.
Agent	The sprinklr user for whom the report is being generated.
Concurrency	Number of concurrent cases in assigned state to the user during the selected time duration.
Time Spent in Status with one case assigned	If an agent is in a particular agent status for X time, this measures the time spent by the agent in status where agent had only one case assigned.
Time Spent in Status with two case assigned	If an agent is in a particular agent status for X time, this measures the time spent by the agent in status where agent had only two cases assigned.
Time Spent in Status with three case assigned	If an agent is in a particular agent status for X time, this measures the time spent by the agent in status where agent had only three cases assigned.
Time Spent in Status with more than 3 Case Assigned	If an agent is in a particular agent status for X time, this measures the time spent by the agent in status where agent had more than three cases assigned.

Name	Description
Case Count	Measures the count of all the cases that were created in the platform across all the channels.

Name	Description
Contacts Handled	Measures the total number of Contacts handled by the agent based on number of assignments and value selected in the “Standard Metrics Screen.
Avg. of First Response Time	Measures the time taken for an agent to send their first manual response on a case, calculated after each assignment on the case. It is calculated as the duration between Agent Assignment Time and the Agent’s First Response within that assignment. This is an agent-level metric and is calculated separately for each agent assigned to the case.
Avg. of Response Time Excluding First	Measures the duration of all next/further response time made by the agent on the case excluding the time taken to respond by the agent on the first customer message.