Open conversations: Number of ongoing conversations going on in the company, combined value of bot and agent.
Completed conversations: Total number of completed conversations that company has.
In-Queue conversations: Number of consumers waiting in the chat queue to be assigned to an agent.
First Response Time: (In avg.) The duration of an assigned conversation until the first message of the agent and the bot.
Conversation Time: Daily average conversation duration for the completed conversations.
Agent Utilization: Total open and assigned conversations against the total conversations that can be assigned to agents. (see also: How can I add agents to my Company on MindBehind Live?). E.g. if it’s “0/7”, “7” will indicate the total conversations that can be assigned to agents. While “0” will indicate conversations that are already assigned to agents.
Agents field; shows how many agents are online (green), offline (grey) and busy (orange).
Unanswered conversations, shows the conversations that are assigned to an agent and but not answered yet.
Daily Numbers of Conversation: Provides graphical visual of the total conversations that are assigned for that specific week on a daily basis.
Conversation Volume Analysis (Ended / Started): Indicates total conversations that are ended / total conversations for the company in hourly intervals.
Agent Performance Analysis (minutes): Gives the performance details by agent. Total amount of conversations, the ratio of total conversation amount for the agent against the total conversations for the company (in percentage), first response time (avg.), conversation duration (avg.) and the votes for conversations (avg. – if implemented) are shown.
MindBehind Live Agent Panel Details
The Agent Panel (Live Screen) is the home screen where company agents meet and answer conversations. Conversations that companies initiate from different channels (WhatsApp, Web Messenger, etc.) drop on this screen and are answered by company agents. ...
How Can I Use the Admin Panel?
Admin Panel Admin Panel is the main page that can be accessed by company managers who have admin rights, and it contains an overview of companies’ performance. This panel contains all features of MindBehind Live. Admin Panel main page contains ...
MindBehind Live Frequently Asked Questions
How can I log in on MindBehind Live? You can register by clicking on the "Sign up now" button on the https://live.mindbehind.com/login site. After you register, you can log in on the first page that opens. What languages does MindBehind Live support? ...
How to Use MindBehind Live Mobile App?
The MindBehind Live Mobile App is available in the Apple Store and Google Play Store under the name "MindBehind Live". Thanks to this application, company agents can also access the Agent Panel and manage conversations on mobile devices. Chats ...
Admin Panel Navigation Bar
Navigation bar contains buttons for Main Page, Companies, Live, Analysis, Search, Support, Profile, Applications and Exit. Support The support button redirects to the MindBehind knowledge base page (mindbehind.com/knowledgebase). Profile The tab ...