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.