The dashboard provides a summary of your conversations in Dixa for the day in real-time. It is reset every 24 hours at midnight UTC.
Each user can set the Dashboard to display either My queues (the queues you are assigned to), Favorite queues (the queues you have marked with a star) or All queues.
This shows you the number of agents that are available on each channel for each queue (available means that the agent who is added to that queue have the channel on (green or yellow, not grey, agents who are away but have the channel on - are still counted as available for the queue). If there are no agents available for a channel, then the number will appear as 0 and a line will appear through the representative symbol until an agent becomes available for that queue and channel.
Shows every inbound conversation that has been received in the queue that day.
The number of conversations in the queue that has been assigned to an agent.
Answered can be higher than Total, when agents have handled more conversation than have been received for that day. That often happens on a Monday where agents respond to more conversations than are received.
The number of conversations that have reached a timeout.
The number of abandoned conversations, defined as any conversation (phone, email or chat) that is closed before being assigned to an agent.
Average Waiting Time (AWT)
The average waiting time for all conversations in each queue: The length of time between conversations being offered to the queue and them being answered by an agent.
Average Handling Time (AHT)
The average handling time for all conversations in each queue: The average length of time that it takes to complete conversations from the moment they're assigned to an agent until they're closed.
Service Level Agreement (SLA)
Service level is your goal for a satisfactory time in which to answer a conversation. The Service Level Agreement is the percentage of conversations that are answered within a predefined amount of time.
For example: “We want to answer 80% of our support calls within 20 seconds”. If you get 10 calls and answer 9 of them within 20 seconds, you'd have achieved a service level of 90%.
Current Longest Waiting Time (LWT)
The longest time period that a customer has remained in each queue with an open conversation that is not assigned to an agent.