Guide FloatChat

Floatchat- User Guid

Agent Summary

1. Introduction #

The Floatchat Agent Dashboard provides analytics to help you track and understand the efficiency of your agents in responding to user queries.

2. Availability #

Note: For customers who registered after November 16, 2021, this dashboard may not be applicable. They can view the Agent Performance dashboard for all agent performance-related analytics.

The Floatchat – Agent Dashboard section is available for supervisors and agents. They can access the Agents section by navigating to the Analytics menu and selecting the Floatchat option.

3. Metrics #

The key metrics available for each agent are:

Inbound Requests: The number of incoming requests, including new conversations and reopened conversations handled by both the bot and agents, within the chosen time range.

Resolved Requests: The number of inbound requests that have been successfully resolved.

User Feedback: The user feedback is calculated as a percentage of positive feedback received.

First Response SLA%: The percentage of inbound requests where the first response time is within the defined Service Level Agreement (SLA) for the first response.

Resolution SLA%: The percentage of inbound requests where the resolution time is within the defined SLA.

Average first response time (in mins): The average time taken to provide the first response to inbound requests, measured in minutes.

Average resolution time (in mins): The average time taken to resolve inbound requests, measured in minutes.

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