Channel Summary

2min

﻿1. Introduction﻿
The Channels Dashboard provides analytics to help you track the metrics around the responses by the active channels.
﻿2. Availability﻿
Note: For customers registering after 16th November 2021, this dashboard will not be applicable. They can view Agent Performance dashboard for all agent performance and channel related analytics
The Live Chat – Channels Dashboard section is available for supervisors and the agents and can access the Channels section under the Analytics menu option.
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﻿3. Metrics﻿
The key metrics for each agent are: Inbound Requests, Resolved Requests, User Feedback%, First Response SLA %, Resolution SLA %, Average first response time (in mins), Average resolution time (in mins)
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Inbound Requests: Number of inbound requests (new requests – both new conversations + re-opened conversations handled by both bot and agent) for the chosen time range
Resolved Requests: Number of inbound requests resolved
User Feedback: User Feedback is calculated as x% positive
First Response SLA%: Percentage of inbound requests where first response time is within SLA for first response
Resolution SLA%: Percentage of inbound requests where resolution time is within the SLA.
Average first response time (in mins): Average time in minutes for first response for inbound requests
Average resolution time (in mins): Average time in minutes for resolution for inbound requests