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* [Connectivity Services](guides/administrator-guides/connectivity-services.md)
* [Omnichannel](guides/administrator-guides/omnichannel/README.md)
* [Current Chats](guides/administrator-guides/omnichannel/current-chats.md)
* [Real-time Monitoring](guides/administrator-guides/omnichannel/real-time-monitoring.md)
* [Managers](guides/administrator-guides/omnichannel/managers.md)
* [Agents](guides/administrator-guides/omnichannel/agents.md)
* [Departments](guides/administrator-guides/omnichannel/departments.md)
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---
description: >-
As the name suggests, real-time monitoring allows you to monitor your incoming
chats department wise in real-time.
---
# Real-time Monitoring
If a livechat conversation is initiated, it gets reflected in the matrices in real-time, as shown below:
![](../../../.gitbook/assets/0%20%289%29.png)
![](../../../.gitbook/assets/1%20%289%29.png)
To access **Real-time Monitoring** settings:
Go to Real-time Monitoring in the omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/2%20%289%29.png)
1. Select your desired department. You can select multiple departments if you want.
![](../../../.gitbook/assets/image%20%2828%29.png)
2. Select the auto-refresh time from the dropdown.
![](../../../.gitbook/assets/4%20%289%29.png)
Details of matrices are as follows:
![](../../../.gitbook/assets/5%20%289%29.png)
### **Total Conversations:**
It represents the total number of conversations for the current day.
### **Total Open Conversations:**
It represents the total number of open conversations for your selected department for the current moment.
### **Total Messages:**
It represents the total number of messages received in all the current day conversations.
### **Total** **Visitors:**
It represents the total number of livechat users for your selected department for the current day.
![](../../../.gitbook/assets/6%20%288%29.png)
### **Total Abandoned Chats:**
It represents the total number of conversations abandoned by the visitor for your selected department's current day.
### **Average of Abandoned Chats:**
It represents the average of conversations abandoned by the visitor for your selected department's current day.
### **Average of Chat Duration Time:**
It represents the average duration of all the conversations of your selected department for the current day.
![](../../../.gitbook/assets/7%20%286%29.png)
### **Busiest Time:**
It represents the hour during the current day when you received the largest number of incoming chats.
### **Average of Service Available Time:**
It represents how many hours the Omnichannel service was available during the day. It means that at least one agent available to serve Omnichannel conversations.


### **Average of Service Time:**
It represents the average time the agents spend serving chats in the current day.
![](../../../.gitbook/assets/8%20%285%29.png)
### **Average of Response Time:**
If the select chat pickup method is auto-selection, the chat is automatically assigned to an agent. This matrix represents the average of agents' responses to all the conversations that are automatically assigned to them.
### **Average of First Response Time:**
This matrix represents the average of the agent's first response to all the chats he picks up.
### **Average of Reaction Time:**
This matrix represents the average of the agent's reaction to the assigned chats.
### **Average of Waiting:**
It represents the average time your visitor spent in the waiting queue.
****
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