Engagements Dashboard

The dashboard is available to Administrators and Managers. It is comprised of a header with key metrics, and widgets that provide views into activities and metrics. All dashboard controls will refresh in real-time unless there is a refresh button on the control. Widgets are auto-refreshed every minute.

Each widget can be moved to the user's desired location on the dashboard screen. Filters are available for the Visitor Engagements, Online Agents, Chat Groups, and Recent Activity widgets.

The image displays movable widgets along with their features.

 

Key Metrics

MetricDescription
Account Utilization Chart: Percentage of active chats out of all available chat slots.
Percentage of active chats out of all available chat slots.
Visitors Online Chart: The number of visitors on the website in which Velaro is installed.
The number of visitors on the website in which Velaro is installed.
Queues: The number of visitors waiting for an agent.
The number of visitors waiting for an agent.
Chats: The number of active Chats
The number of active chats

 

Dashboard Widgets

The following widgets are available on the dashboard.

 

Visitor Engagements

Visitor Engagements

 

Visitor Engagements Filter

Visitor Engagements Filter

 

Online Agents

Online Agents

 

Online Agents Filter

Online Agents Filter

 

Availability

Availability

 

Recent Activity

Recent Activity

 

Recent Activity Filter

Recent Activity Filter

 

Chat Groups

Chat Groups

 

Average Handle Time

Average Handle Time

 

Missed Chats

Missed Chats

 

Service Level

Service Level

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