View more indicators!

The following 7 indicators in the Dashboard are related to the Customer Service Module.

These are:

Pending Inquiries

It represents the number of Inquiries that need to be handled by an operator in the selected time period.

By clicking on the little arrow to the right of View details, we are redirected to the Pending Inquiries section in the Customer Service module.

Inquiries in progress

It refers to the number of queries that are being answered at this time.

As in Pending Queries, by clicking on the little arrow to the right of "View details", we are redirected to the queries in progress within the Customer Service panel.

Resolved Inquiries

This value refers to the number of queries resolved in the selected time period.

We do not redirect you to resolved queries by clicking the little arrow to the right of "View details".

Expired Inquiries

This value indicates how many queries have expired in the selected time period.

Average Indicators

These three boxes refer to what is related to the operators' average attention.

Average attention: Average number of minutes it took from the time the user requested a referral to the attention of a query. The calculation includes the total number of minutes, whether there are any, including out-of-service hours.
Average resolution: Average number of minutes it took to resolve queries.
Average attention + resolution: Average number of minutes it took from when the user requested a referral until their query was resolved. The calculation includes the total minutes, whether it was within business hours.

Chat-Tonic Knowledge Base