Access Management Console, click Data Dashboard > Real-time Monitoring in the left sidebar to enter the Desk real-time monitoring page. This page includes real-time reception, today's sessions, online customer service status, and today's customer service work status.
Specific data indicators and descriptions are as follows:
Module
Data Indicator
Description
Real-time reception data
Current number of artificial conversations
Number of sessions in queue at the current moment + Number of in-progress live agent sessions
In reception
Number of in-progress live agent sessions at the current moment
Queuing
Number of sessions in queue at the current moment
Customer service online status
Current number of online agents
Current number of online customer service staff, including those in idle, busy, and break states.
Current number of idle agents
Number of customer service staff in idle state at current moment
Current number of busy agents
Number of customer service staff in busy indication state at current moment
Current number of agents on break
Current number of agents in break state
Today's session data
Call Transfer to Artificial Conversation Count
The session quantity of all requests under the application transferred to human agents from 00:00 today to the current system time (including successful or failed transfers)
Number of human services
The quantity of new access sessions of all human customer service under the application from 00:00 today to the current time
Reception situation today
Average First Response Time
The average of the first response times for all manually new access sessions under the application from 00:00 today to the current time (excluding sessions without a first response time)
Average Response Time
The average interval between messages sent by users and customer service responses for all new manual sessions under the application from 00:00 today to the current system time
Average Queue Duration
The average queue duration for session access from 00:00 today to the current time (total queue duration of accessed sessions/access session total amount)
Average session duration
The average duration of all manually new client connected sessions that have ended within the period from 00:00 today to the current system time under the application.
Today's user satisfaction
Number of satisfaction evaluations
Number of evaluated sessions for all newly accessed manual sessions under the application from 00:00 today to the current time
Satisfaction proportion at each level
Number of sessions/sessions rated for satisfaction levels of all manually newly accessed sessions under the application from 00:00 today to the current time
Customer service work status today
Current status
Current status of the selected customer service agent: Idle/Busy/Break/Offline
Current session count
Number of in-progress sessions of the selected customer service agent at the current moment
Cumulative number of sessions
Total number of sessions of the selected customer service agent from 00:00 today to the current system time
Average First Response Time
The average of the first response times of all new access sessions of the selected customer service from 00:00 today to the current time (excluding sessions without a first response time)
Average Response Time
The average of the intervals between the time when users send messages and the time when customer service responds to messages for all new access sessions of the selected customer service from 00:00 today to the current time (the average of the sum of intervals for each session where the average response time is not zero)
Average session duration
The average duration of new sessions connected by the selected customer service from 00:00 today to the current time that have ended
