With the Connected Chats Status Dashboard,
see chat durations, hold times, current sentiment scores, and which agents are handling
interactions.
Use the dashboard
To use the dashboard, follow these steps:
In the CCAI Platform portal, click Dashboard > Advanced
Reporting. If you don't see the Dashboard menu, expand the window
horizontally until the Dashboard menu appears. The Advanced Reporting
Landing Page appears.
Click Chats Connected. The dashboard appears.
Filter your results using the following fields:
Queue Name: by the queue name
Agent Name: by the agent Name
Chat ID: by the ID of the chat
Language: by the language assigned to the queue
Interaction type: by the type of interaction— for example,
Messaging (WhatsApp) or Messaging (SMS)
Teams: by one or more teams
Location: by the location of the agent
Answer Type: by whether the chat was manually or automatically
answered
Answered By: by whether the chat was answered by a virtual
agent or human agent
Direction: by the direction of the interaction
Click Update.
Table
This dashboard contains the following metrics table. Hold the pointer over a
table heading to see its description.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-02-14 UTC."],[],[]]