MindBehind Live Admin Panel Details

MindBehind Live Admin Panel Details

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.

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