Introduction

This article outlines the concept of the TruCHAT's Dashboard section and describes its main parts and controls. Knowing how to use this section properly will help you significantly bust your figures and successfully deal with possible bottlenecks. Before digging into the figures and statistics, you might want to consult the TruCHAT Quick Start Checklist.

 

What The Dashboard Is

The TruCHAT's Dashboard section is a powerful analysis tool to give you a quick overview of all your processes at a glance (see Figure 1). It displays the statistical data for all your agents, chats, tickets and callbacks on the selected connection during the selected period of time. Use this information to see your strong and weak points and to find ways to improve the performance.

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Figure 1. The TruCHAT's Dashboard section

 

Upper Toolbar Controls

Connection Dropdown

You can choose to display the data for any of your connections in particular or for all of them at once. The 'All Chat Connections' option is selected by default. To change it, click anywhere inside the Connection box in the upper toolbar below the TruVisibility main menu and select the desired one from the dropdown list (see Figure 2).

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Figure 2. The Connection Dropdown

 

Time Period Dropdown

You can choose to display the data for varied time periods: last 7/30/90 days, current/previous month, last 12 months or current/previous year. The 'Last 7 Days' option is selected by default. To change it, click anywhere inside the Time Period box in the upper toolbar below the TruVisibility main menu and select the desired one from the dropdown list (see Figure 3).

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Figure 3. The Time Period Dropdown

 

Print Button

If you need your statistical data in the printed form, you can print your dashboard by clicking the Print button in the upper toolbar below the TruVisibility main menu (see Figure 4). The print option uses the TruCHAT's embedded print UI. Just configure the usual print settings and click Print.

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Figure 4. The TruCHAT's Print Option

 

The Dashboard Parts

Summary

The Summary line chart shows the total number of your chats, tickets and other activities for the selected time period (see Figure 5). The number in brackets shows the difference between the current period and the previous one. If this number is green, it means that the number of activities has increased in the current period, and if it is red, then this number has decreased. By clicking on the Activity Type dropdown, you can select the activity to display in the line chart.

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Figure 5. The Dashboard Summary

 

Agent Reviews

At the end of a chat session, a review form can be presented to the visitor to capture valuable feedback. You can monitor the performance of all your live agents and even chatbots. The Agent Reviews part of the dashboard allows you to view the overall rating, as well as the rating of live chats, tickets, and callbacks separately. Click View All to see the detailed list of all reviews.

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Figure 6. Agent Reviews

 

Chat Timings

The Chat Timings chart shows the number of your chats with a certain session duration or with a certain response time, depending on your choice (see Figure 7). The Response Time option is selected by default. To change it, click anywhere inside the corresponding box and select another option from the dropdown list. Monitoring this parameter is extremely important for increasing user satisfaction.

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Figure 7. Chat Timings

 

Agents Performance

The Agents Performance chart allows you to estimate the progress of each particular agent based upon the number of leads, chats, reviews, etc. The list of agents can be sorted by any of these parameters and also by the agents' names. For more details, please click the Manage Agents link, which will take you right to the Agents list.

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Figure 8. Agents Performance

 

Conclusion

Today we got acquainted with the concept of the TruCHAT's Dashboard section and learned about its main parts and controls. We also learned how to print it out and set its parameters. To learn more about various activities, please check the article How To Handle Multiple Chats On One Page.