Support

The Support Overview provides key metrics to help you understand your team's performance and customer engagement within Marqvia. All metrics are presented based on the specified date.

• Total Conversations: The total number of unique conversations initiated or created on the selected day.

• Total Open Conversations: The number of conversations that are currently active (not yet closed) on the selected day.

• Total Open Conversations on Bot Side: The number of active conversations that are currently being handled by a bot on the selected day.

• Total Open Conversations on Agent Side: The number of active conversations that are currently being handled by a human agent on the selected day.

• In Queue: The number of conversations currently waiting in the queue, awaiting a response from an available agent.

• Total Closed Conversations: The total number of conversations that were closed on the specified day (these conversations may have been created on the same day or earlier).

• Total Closed Conversations on Bot Side: The count of conversations that were closed by a bot on the specified day.

• Total Conversations closed by Agent: The count of conversations that were closed by a human agent on the specified day.

• Total Abandonments: The total count of conversations that were automatically closed after a set time in the queue, typically because agents were busy and unable to respond.

• Total Assigned Conversations: The number of conversations that were assigned to an agent on the specified day.

Agents Report

This section allows you to view detailed reports for your individual users (agents) based on the chosen date range. This helps in assessing individual performance.

Agent Timesheet

Here, you can view the timesheet of your users (agents), showing their activity and online/offline status within the platform, based on the selected date range. This provides insights into agent availability and work hours.