Inbound Chat Summary
Monitor your team's chat performance at a glance with weekly comparisons of chat volumes, service levels, and agent activity.
The Inbound Chat Summary dashboard provides a quick operational overview of your chat operations. It automatically compares the current week against the previous week, helping you spot trends and performance changes without needing to configure date ranges or run manual reports.
Dashboard Components
The dashboard displays three key sections that together give you a complete picture of chat operations.
Chat Volume Summary
The top-left card shows chat completion metrics comparing this week to last week:
| Metric | Description |
|---|---|
| Completed Chats | Total number of chats that were closed by an agent, user, or the system. This is the primary measure of handled work. |
| Missed Chats | Number of chats where users left before being connected to an agent. This metric only applies to channels and flows that allow users to abandon the queue. |
Service Level Metrics
The top-right card shows key service quality metrics comparing this week to last week:
| Metric | Description |
|---|---|
| Avg Wait Time | The average time users waited to be allocated to an agent |
| Avg Response Time | The average time from when a chat was assigned to an agent until the agent sent their first message |
| Avg Duration Time | The average time from the agent's first response until the chat was closed |
| Missed Avg Wait Time | The average time users waited before abandoning missed chats |
Agent Leaderboard
The bottom section displays an agent leaderboard showing the top-performing agents by chat volume. For each agent, the leaderboard shows:
- Total number of completed chats
- Average wait time for their chats
- Average response time
- Average chat duration
Use the leaderboard to identify high-performing agents and those who may benefit from additional support or coaching.
Understanding the Time Periods
The dashboard compares two weekly periods to help you identify trends.
Week Definitions
| Column | Period Covered |
|---|---|
| This Week | Saturday to Saturday of the current week |
| Last Week | Saturday to Saturday of the previous week |
Hover over the column headers to see tooltips confirming the period covered.
Using the Dashboard
The Inbound Chat Summary is designed for quick, at-a-glance monitoring.
View the Inbound Chat Summary
Access the dashboard to see current week performance compared to last week.
Steps:
- Navigate to Dashboards > Inbound Chat Summary.
- Review the chat volume and service level cards at the top.
- Check the agent leaderboard at the bottom for individual performance.
Result: The dashboard loads with current data comparing this week to last week. Data refreshes automatically each time you visit the page.
Interpreting the Data
Use week-over-week comparisons to identify trends and take action.
Positive Indicators
- Completed chats increasing - Growing customer engagement or improved agent efficiency
- Missed chats decreasing - Better queue management or staffing levels
- Wait times decreasing - Improved response to demand
- Response times decreasing - Agents are engaging with chats more quickly
Areas for Attention
- Missed chats increasing - May indicate understaffing or scheduling issues
- Wait times increasing - Consider adding agents during peak hours
- Response times increasing - Agents may be overloaded with concurrent chats
- Duration times increasing - Could indicate more complex queries or need for additional training