Overview of Chats Overview

Visualizing operational status in chat management is an important strategy for maintaining an efficient customer support system.

Operational Status Visualization

Get a bird’s-eye view of ongoing and completed chat situations, understanding congestion levels, response times, and agent workload. Visualizing operational status supports on-site decision making.

Real-time Monitoring

Monitor queues and average response times on the dashboard, making decisions about member reallocation or escalation as needed. Prevent SLA violations before they occur.

Key Features and Benefits

Visualization Points

  • Visualize queues, response times, and agent workload
  • Real-time understanding of operational status through dashboard
  • Utilize for immediate review of staffing and priorities
  • Early detection of signs of SLA violations
  • Provide metrics that serve as starting points for improvement cycles