Chat Cockpit

You can utilize the Chat Cockpit tab to get instant access to all of your agent data. To get a user report for your products that you have integrated into Desk360 instantly, choose the product and channel from the list of products. Selecting "All channels" displays real-time data from all users, regardless of the available channels. You can find the individual agents by entering the name of a user in the Search in Users field at the top right of the page to get reports for that user. You can begin searching by inputting at least one letter. When you start typing the letter "a," for example, all users whose names begin with the letter "a" are listed.

The tables on this screen are categorized into four separate statuses:

• Online

• Offline

• Break

• Invisible

This page allows you to see your customer service agents' current status. You can also update the status of all your users who are online, on break, or invisible. However, you can't change the status of agents who are currently offline. Offline users can only update their status themselves.

You can view the following information about your users:

User Name

The username of the agent.

User Status

This is the current status of your customer service agents. All status except offline can be changed by Administrators and Supervisors.

Average First Response Time

This is the average amount of time passed between assigning a chat to an agent and the first response from the agent. Let’s say the customer service agent Ricky responds to the customer Lucy within two minutes and the customer Randy within four minutes. In this instance, the average of two and four minutes will be calculated, and Ricky's average first response time will be reported as three minutes. The data for this column is updated every 60 seconds.

Average Resolved Time

This column shows the average amount of time passed between when the chats are assigned to an agent and when the agent marks the conversations as resolved. For instance, the customer service agent Ricky marks Lucy and Randy's conversations as resolved in two and four minutes, respectively. In this instance, the average of two and four minutes will be calculated, and Ricky's average resolution time will be reported as three minutes. The data for this column is updated every 60 seconds.

Active Chats

This column displays the number of active chat conversations a user currently has. For example, if the customer representative Ricky has 100 automatically or manually assigned chats, the number to be presented in Ricky will be 100. This column is updated in real-time.

Resolved Chats

This column displays the number of chats marked as resolved per user for the day. For example, if the customer service agent Ricky marks 50 chats as resolved that day, the number displayed for Ricky will be 50. When an ongoing discussion is labeled as resolved, the number in the "Active Chats" column will decrease by one, while the number in the "Resolved Chats" column will increase by one. This column is updated every 60 seconds.

Archived to Active Chats

Customer service agents can start a new chat by activating previously resolved and archived Facebook Messenger, Instagram DM, and WhatsApp conversations. This can be done for 7 days on Facebook and Instagram and 24 hours on WhatsApp. The total number of conversations reactivated by a customer service agent using this functionality will be indicated in the Archived to Active Chats column. This column is refreshed every 60 seconds.

Forwarded Chats

This column displays the number of chats that have been manually assigned to another user within the day. For instance, if Ricky, a customer service representative, manually assigns a total of 20 conversations to other customer service representatives during the day, the number displayed for Ricky will be 20. This column is updated every 60 seconds.