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Browsing reports and chats

Dashboard login​

As a user of dashboards you need to open the link provided in the integration settings or use your own custom domain one. The default link is https://dashboards.darka.io . The link leads to the dashboards login page where you can log in using the credentials you set for the user (email and password).

Dashboards login page

Browsing chats​

The first option from the side menu is Chat Archives. There a user can see all the chat transcripts from the LiveChat archives from the respective group. The user can filter the reports and transcripts with time range, groups, agents and tags.

Adding/editing user

Filtering the reports and transcripts​

All reports and transcripts can have filters applied to them. For example: by time range, groups, agents and tags.

Example filters

Chat transcript​

The middle section of the view presents all the messages exchanged with the agent during the chat incuding the pre and post chat forms, system messages, private messages and translations.

Chat details​

The section on the right from the chat messages presents all the details of the chat obtained from LiveChat. It also includes the Custom Variables if they are used.

Chat details

Browsing reports​

Exporting reports​

Each report can be downloaded as SVG, PNG, or CSV file by clicking the dropdown button in the top right corner and choosing the required option.

Report export

Total Chats​

Each chat report contains a graph with time and chats volume distribution.

Total Chats

Additionally the Total Chats report includes a heatmap presenting the number of chats per day for each hour of the day.

Heatmap

Chat Engagement​

This report is great for checking where your chats come from. If your agents are supposed to invite customers manually, you can check how well they’re doing.

Missed Chats​

Missed Chats report gives you a quick overview of how many chats the agents missed (did not answer to the client before the client left the chat).

Tags Usage​

The Tags Usage report gives you a quick overview of how many times each tag was used during the selected period and how many chats were tagged.

Chat Satisfaction​

The Chat Satisfaction report gives you an insight into how many chats were rated as Good or Bad.

Chat Availability​

This report shows the availability of your chat for a given time (your team being available to chat).

Chat Duration​

This chart compares agent chatting time with the entire chat duration.

  • Agent chatting time – shows the amount of time an agent spends chatting with customers.

  • Chat duration – shows the total duration of a chat, including agent's and bot's chatting time and time spent in queues.

Agent Performance​

Agents Performance reports presents the metrics for each of the listened agents.

  • Total Chats - total number of chats assigned to the agent.
  • Satisfaction - % of chats rated as good.
  • First Response - average time it takes to get the first response from the agent.
  • Chatting Time - total amount of time the agent is chatting with customers.
  • Accepting - total amount of time the agent is accepting chats.
  • Efficency - average number of chats the agent handles per hour.
  • Chats limit - the maximum number of active chats the agent can handle at the same time.
Agents performance

Chat Response Time​

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