D01 Chat Summary

The Chat Summary dashboard provides an overview of customer care activity through online chat.

Filters

The filter pane for this dashboard includes the following filters.

• Date: specify a range of dates for this dashboard's data

• Seller Name

• Store Name

• Agent Region

Data Items

Service Level

The percentage of chat interactions that met the target ASA for chats.

Threshold shows the target for the percentage of chats meeting the service level.

Average Speed of Answer (S)

Average speed to answer, in seconds, for incoming customer chat messages.

Threshold (S) shows shows the agreed target for the number of seconds to answer an incoming message.

% to Client Locked

The number of incoming chat sessions, expressed as a percentage of the client's locked forecast. Click the number to slide open the CLF History panel. The panel slides open below the % to CLF widget.

Forecast (CL) shows the number of chat sessions expected in the client's locked forecast.

CLF History

This slide-open panel shows measures related to the client's locked forecast numbers for four recent time periods. To view the panel, click the number under % to CLF. To close the panel, click the X at the top right of the panel.

Last 7 Day % to CLF, Last 30 Day % to CLF, Last 45 Day % to CLF, and Last 60 Day % to CLF show the actual levels as a percentage of the forecast level for each respective time period.

Days within Forecast Threshold shows, for each time period, the number of days when the actual level was below the forecast level.

Abandon Rate (N)

The percentage of chat sessions abandoned by customers before receiving a response.

Net Abandon Threshold (S) shows the agreed target ceiling for abandon rate.

Contacts Per Order

The ratio of chat sessions per order. Click the number to slide open the CPO Trend graph. The graph opens below the CPO widget.

Order Count shows the number of orders.

CPO Trend

This line and bar graph shows the daily trend for chat sessions per order (CPO). To view this slide-open graph, click the number under CPO. To close the graph, click the X at the top right of the slide-open panel.

Chat CPO Daily is graphed as a line against the numeric scale on the right side of the graph. Order Count and Chats Offered are graphed as bars against the numeric scale on the left side of the graph.

On-Shore Split

The percentage of chats that were handled by agents based in North America. Click the number to slide open the Chats by Region panel. The panel slides open below the NA Handled Split widget.

Off-Shore Split shows the percentage of calls handled by agents outside North America.

Chats by Region

This slide-open panel shows information about chat response by region. To open the panel, click the number in NA Handled Split. To close the slide-open panel, click the X at the top right of the panel.

Split is a pie chart that shows the overall share of chats handled by each region.

Chats Handled and ASA by Region is a line and bar graph that shows activity by region. Average speed to answer (ASA) is graphed as a line against the numeric scale (as number of seconds) above the graph. Chats Handled is graphed as bars against the numeric scale below the graph.

Chats Handled is a stacked bar chart that shows the daily trend in chats handled by region.

Service Level is a line graph that shows the daily trend in service level by region.

ASA is a line graph that shows the daily trend in ASA by region.

Chat Stats

Offered shows the number of chats that reached the queue to be answered by agents.

Handled shows the number of chat sessions in which an agent interacted with a customer.

Abandoned shows the number of chat sessions abandoned by customers before receiving a response.

Avg Handle Time (S) shows average handle time, in seconds. Handle time is the time an agent spent handling a customer's issue.

Top 5 Chat Dispositions

This pie chart shows shows the five most common disposition codes for chats.

You can jump from this pie chart to the second-level Chat Contact Reasons dashboard. To jump, right-click any pie segment, and select Jump to Chat Contact Reasons Dashboard in the popup menu. The target dashboard opens in a new browser tab. For more information, see Chat Contact Reasons, below.

Chats Offered by Platform

This pie chart shows the share of chats for each operating system on customers' devices.

Chat Bot Split

This pie chart shows the share of chat bot sessions that were handled by the bot only, and the share of sessions that were turned over to an agent. To jump to the Chat Bot dashboard, click the pie chart. The target dashboard opens in a new browser tab.

Service Level Metrics

This line and bar graph shows the trend in service level. Service Level and % to Client Locked are graphed as bars against the percentage scale on the right side of the graph. ASA is graphed as a line against the numeric scale (in seconds) on the left side of the graph.

You can see values summarized by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the table, make a selection from the Select Time Period menu, above the graphs, and click Apply.

Chats Handled as % of Total Handled Contacts

This bar chart shows the share of total handled contacts that are handled as chats (instead of other customer service channels). The chat share is graphed as a bar against the percentage scale on the left side of the graph.

You can see values summarized by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the table, make a selection from the Select Time Period menu, above the graphs, and click Apply.

Volume Metrics

This line and bar graph shows the trend over time for the number of chats. The client locked forecast for number of chats is graphed as a line against the numeric scale on the left side of the graph. The number of chats offered to and handled by agents are graphed as bars against the same numeric scale.

You can see values summarized by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the table, make a selection from the Select Time Period menu, above the graphs, and click Apply.

Abandon Metrics

This line and bar graph shows the trend for abandoned chats. Abandoned (N), the number of abandoned chats, is graphed as bars against the numeric scale on the left side of the graph. The Abandon Rate (N), the percentage of abandoned chats, is graphed as a line against the percentage scale on the right side of the graph.

You can see values summarized by Daily, Weekly, Monthly, Quarterly, or Yearly time units. To change the time unit of the table, make a selection from the Select Time Period menu, above the graphs, and click Apply.

Chat Contact Reasons Dashboard

Chat Contact Reasons is a second-level dashboard. You can reach it from Top 5 Chat Dispositions in the main Chat dashboard. To open this dashboard:

1. In Top 5 Chat Dispositions, right-click any pie chart segment.

2. Select Jump to Contact Reasons Dashboard in the popup menu.

The second-level dashboard opens in a new browser tab. To return to the main Chat dashboard, close the tab for the second-level dashboard.

The filters panel for the second-level dashboard offers the same filter options as the main Chat dashboard. Note that the second-level dashboard's filters operate independently from the filters of the main dashboard. You can change the filters of the second-level dashboard without affecting the data in the main dashboard.

Top 10 Chat Contact Reasons

This pie chart shows the relative share of each of the ten most common contact reasons for chats.

Top 10 Chat Dispositions

This pie chart shows the relative share of each of the ten most common dispositions for chats.

Top 10 Chat Contact Reason Trend

This line graph shows the daily trend in contact reasons for chats.

Top 10 Chat Disposition Trend

This line graph shows the daily trend in dispositions for chats.

Contact Reason Metric Summary

This table shows chat performance by case reason and case disposition.