Live Reporting

This dashboard page provides a real-time overview of agent activities and performance metrics. It is designed to help you monitor and manage live chat operations effectively by providing realtime data

This dashboard page provides a real-time overview of agent activities and performance metrics. It is designed to help you monitor and manage live chat operations effectively by providing real-time data on:

  • Agent availability and workload.

  • Key performance indicators for response and resolution times.

  • Department-specific queues and detailed agent activity.

Agent Status

This section summarizes the current status of agents handling live interactions:

  • Total Agents: The total number of agents available in the system.

  • Online Agents: The number of agents who are currently online and available to handle chats.

  • Offline Agents: The number of agents who are currently unavailable to handle chats.

Performance Metrics

These metrics provide insights into the efficiency of agent responses:

  • Avg. First Response Time: The average time agents take to send the first reply to a customer's query.

  • Avg. Response Time: The average time agents take to respond to customer messages during the conversation.

  • Avg. Closing Time: The average time it takes for agents to resolve and close customer chats.

Live Agent Queue

This section displays the number of chats waiting in the queue for each department:

Note: You must create departments first to have data for this section.

  • Department Name: Lists all the departments configured in your Marqvia account.

  • Total Chats: Indicates the number of chats currently queued for that department.

  • Action: Provides a summary of contacts currently in that department's queue.

Live Agent Report

This section details the live agents and their activities in real-time:

  • Name: Displays the name of the agent.

  • Email: The email address associated with the agent's account.

  • Concurrency: The maximum number of chats the agent can handle simultaneously. This setting can be configured under Teams.

  • Assigned: The number of chats currently assigned to the agent.

  • User Status: Indicates whether the agent is currently online or offline.

  • Action: Provides an agent summary, including the agent's name, contact number, and the duration each agent has spent on chats.

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