Statistics Metrics — Reference

The Statistics module provides detailed metrics for assessing contact center work efficiency. You can analyze operator work, FastLine and Copilot efficiency, client satisfaction, and other indicators.

Metric Groups

Metrics are organized by dashboards and groups:

• Dialogues — basic dialogue information
• Requests — general request statistics
• Operators — operator work metrics
• FastLine — AI bot efficiency
• Copilot — AI assistant usage for operators
• CSAT — client satisfaction
• FCR — first contact resolution
• FRT — first response time (SLA metrics)
• Users — user statistics
• Topics — metrics by dialogue topics
• Tickets — ticket time in statuses
• AI Assistant (Instance Agent) — who uses the AI Assistant in the Constructor and how

Dialogue Metrics

Basic Information

Dialog ID and channel — unique dialogue identifier and communication channel, link to chat room.

Channel — communication channel through which the dialogue is conducted (Telegram, Viber, WhatsApp, etc.).

Source platform (Web Widget channel) — where the chat was opened: web browser or embedded chat in a mobile app (iOS/Android). The widget sets this automatically or you can pass it from your site; it appears in reports and dashboards (including Metabase). See What is ConnectiveOne Widget.

Source site (Web Widget channel) — hostname of the page where the client opened the widget (for example, shop.example.com). The widget detects it automatically from the embedding page URL; to override, pass source_hostname in params_from_site at initialization (your value takes priority). Stored in dialogue statistics so you can split traffic when the same widget is installed on multiple sites.

Bot — bot name to which the client wrote.

Outgoing — indicator that specifies whether the dialogue is outgoing (initiated by operator).

Dialogue opening date and time — date and time of dialogue creation.

Dialogue closing date and time — date and time of dialogue completion by operator, auto-closure, or closure by client.

Dialogue duration, sec — dialogue handling time in seconds. For dialogues that waited in the queue or where an operator was connected automatically, it is measured from the moment the first operator connects until the dialogue is closed, and the waiting time is excluded from this metric — it is reported separately as "Time in queue". For all other dialogues — including those where an operator was added to the chat manually and those closed without an operator ever connecting — it is measured from creation to closure. In the native dashboard the screen shows h/min/s; the export keeps seconds.

Statuses and Topics

Topic — dialogue topic, including "No topic" variant, with which the dialogue was closed.

Status — dialogue status with which it was closed.

Tags — tags assigned to the dialogue at the time of closure.

Skill group — list of skill groups determined by the dialogue topic assigned to the dialogue at the time of closure.

Operator comment — comment left by the operator when closing the dialogue.

Time and Speed

Operator response time, sec — time in seconds until the operator's first response for this dialogue. In the native dashboard the screen shows h/min/s; the export keeps seconds.

Operator connection through, sec — time in seconds until operator connection to the dialogue. Calculated between manual connection date-time and chat creation date. 0 — if the system auto-connected the operator. In the native dashboard the screen shows h/min/s; the export keeps seconds.

Average operator response speed within dialogue, sec — average operator response time within the dialogue in seconds. In the native dashboard the screen shows h/min/s; the export keeps seconds.

Time in queue, sec — time between dialogue creation and auto-connection of operator to it. In the native dashboard the screen shows h/min/s; the export keeps seconds.

Time in queue — time the dialogue spent in queue.

Additional Information

Additional operators connected to dialogue — indicator that specifies additional operator connection to the dialogue. Also set during dialogue transfer to another operator.

Completed by timeout — indicator that specifies that the dialogue was completed automatically by timeout.

chat_id — Chat_id of the user who wrote.

Repeat request — indicator that specifies that the user contacted again.

«Dialog type» filter (Dialogs and Copilot tabs, native statistics)

The Dialog type filter sits in the Dashboard filters panel. On the Dialogs tab it narrows the Dialogs table, the Dialogs by day and Dialogs by channel charts, and the Dialogs by closing status chart with the Dialog closing statuses table. On the Copilot tab it applies to the Dialogs table. It does not affect the other tabs. The table export (CSV/XLSX) contains the same rows as the table.

Filter values:

• All dialogs — no selection, same as an empty filter.
• Missed dialogs only — no participant joined the dialogue.
• Accepted dialogs only — at least one participant joined: an operator or FastLine.
• FastLine only (no operator) — FastLine handled the dialogue on its own: every participant is FastLine, no human joined.

Use FastLine only (no operator) to review and export the dialogues FastLine handled without an operator. How this value behaves:

• The table and the export have no Operator and Last operator columns. These columns show human operators, and such dialogues have none. The table hides a column that is empty in every row, the same as with Missed dialogs only.
• When FastLine dialogues share the table with other dialogues (for example, with All dialogs), the columns are there, but they are empty in the FastLine rows.
• Avg. reaction time in chat shows a dash (—) in such rows: it is also calculated from the human operator. First reaction time is the time of FastLine's first reply.
• The lists of the other filters narrow down to the selected type. The Operator list is empty for this value. If you choose FastLine only (no operator) together with a specific operator, the table is empty.
• The Fastline tab tiles — Closed by Fastline without operator, Share of dialogs closed by Fastline without operator and Time saved thanks to Fastline — skip a dialogue where FastLine is recorded as a participant twice. The filter counts such a dialogue. So for the same period the filter can show a few more dialogues than the tile. See FastLine Metrics for the tile definitions.
• If FastLine is not connected on your side, this value returns an empty table.

«CSAT» filter (Dialogs tab, native statistics)

The CSAT filter on the Dialogs tab is a multi-select field, not a text field. It applies to the Dialogs table, to the Dialogs by channel and Dialogs by day charts, and to the closing-status chart and table (Dialogs by closing status, Dialog closing statuses): all of them narrow down to the same selected ratings.

• The list of scores in the filter is built from the ratings that actually occur in dialogues for the selected period, sorted in ascending order. The scale is not fixed (for example, 1–5 or 0/5/10): a score missing from the period is missing from the list.
• Two extra options sit at the top of the list — Has rating and No rating. Selecting both together is the same as no filter — all dialogues are shown.
• You can combine this filter with the Operator filter and the tab's other filters.
• The filter does not affect the Service Quality tab — it has its own Rating scale filter and a separate CSAT calculation, see How to view the quality period summary.

Dialogs by closing status (Dialogs tab, native statistics)

Dialogs by closing status is a pie chart: how many dialogues in the period were closed with each status (closing reason). Next to it, the Dialog closing statuses table shows the same numbers in two columns: Status and Dialogs count.

• Statuses configured by your company (for example, "Resolved") are shown as they are.
• Automatic closings get readable labels: Closed by client, Closed by operator, Closed by timeout, Closed by scenario.
• No status — the dialogue was closed without a status.
• The chart shows the top 10 statuses by count; the rest are grouped into Other. The table shows every status.
• Both cards follow all filters of the tab (period, bot, channel, topic, operator, skill group, tags, dialogue type, CSAT). The sum of the Dialogs count column across all table pages (or in the export) equals the TOTAL in the centre of the channel chart under the same filters.
• In the table export (CSV/XLSX) system statuses stay as codes (for example, chat_closed_by_timeout), like the Status column of the Dialogs table.

Request Metrics

Number of requests (dialogues) — number of created dialogues.

Number of incoming — total number of incoming chats for the reporting period.

Number of outgoing — total number of outgoing chats for the reporting period.

Total number of chats with response — total number of chats with response for the reporting period.

Number of dialogues closed automatically by timeout — number of dialogues closed automatically by timeout specified in general settings or in the operator connection block.

Incoming / outgoing by skill group and by operator (Appeals tab, native statistics)

Below Quantity indicators there are two tables with the columns Incoming, Outgoing, Total dialogs. An outgoing dialog is one started by an operator. Both tables follow every filter of the tab (period, process, channel, topic, skill group, operator) and export to CSV / XLSX.

• By skill group — skill group means the groups linked to the dialog topic at closing. A dialog is counted in every skill group of its topic, so the sum of rows can exceed the total number of dialogs. Dialogs without a skill group (a topic without groups, or no topic) are in the No skill group row. With the «Skill group» filter the table shows the selected groups only.
• By operator — the operator is the last operator who joined the dialog, as in the «Operator» filter. Under the same filters the rows add up to the incoming / outgoing / all dialogs tiles. The Fastline AI row — only Fastline joined the dialog; No operator — no operator joined (incl. dialogs transferred to a skill group and never taken); this row has no outgoing dialogs. Operators with the same name share one row.
• The tables have no total row — the tiles above them are the totals. On screen the rows are sorted by «Total dialogs», in the export by name.

Duration and reaction time (Appeals tab, native statistics)

On the Appeals tab, Duration indicators shows average and total dialogue duration, time in queue, and closed by inactivity.

The Reaction time block has three separate KPIs:

Average operator reaction time — average seconds until the operator joins the dialogue (queue / assignment wait). Can be high over long periods when many dialogues waited in queue. In the native dashboard the screen shows h/min/s; the export keeps seconds.

Average first reaction time — average time from operator join to their first reply to the client. Use for SLA “first response after taking the chat” when connection time skews the picture.

Dialogs with reaction time anomaly (>1 day) — count of dialogues where time until join exceeded one day. Helps separate rare outliers from typical load.

See How to read duration and reaction metrics.

Operator Metrics

Dialogue Acceptance

Number of accepted dialogues — the dialogue is credited to the operator who connected to it last — on their own, through auto-distribution, a transfer or any other way. On the Operators tab this metric appears in the Accepted column.

Cross-tab consistency: if you sum Accepted across all operators for the same period and filters, the result matches Accepted by operators in the Summary for the period (all operators) block on the Service quality tab. Each closed dialogue is counted once.

Number of unaccepted (missed) dialogues — operator was online when the dialogue without operators closed (through timeout, closed by client themselves, mass closure, etc.).

A dialogue was transferred to a skill group, but nobody took it. When a dialogue is transferred to a skill group, the operator leaves it. If nobody from that group connected before the dialogue closed, it counts as a dialogue without an operator:

• it is not counted in Accepted for anyone, including the operator who transferred it;
• the client's rating (CSAT) for it is not credited to any operator;
• it counts as missed for the operators who were online when it closed.

The transferring operator's time in the dialogue and response speed are not recorded for it either. If someone from the group connected, the dialogue is credited to them as usual.

Changing only the dialogue's topic does not transfer it: the operator stays in the dialogue, and the dialogue and its rating are credited to them. To hand a dialogue to another group, transfer it to a skill group.

Percentage of accepted dialogues — percentage of dialogues the operator accepted from total available.

Number of accepted dialogues in target 5min — number of dialogues accepted within 5 minutes.

Percentage of accepted dialogues in target 5 min — percentage of dialogues accepted within 5 minutes.

Transfer and Addition

Number of dialogues transferred by operator — number of dialogues where the operator was first, but overall there was more than one operator in the dialogue (this indicator also includes operator addition).

Number of dialogues to which operator was added — number of dialogues where the operator was connected not first, but second, third, and so on.

Number of dialogues to which second operator was connected — number of dialogues to which a second operator was connected.

Total number of dialogues in which operator participated — either dialogue initially taken by operator, or one transferred to them, or dialogue to which operator was added through joining, or one to which they joined themselves.

Time and Productivity

Online time — number of operator hours worked (when operator was online) for the reporting period.

Chats per hour — average number of processed chats per operator per hour. Closed chats for the entire day divided by number of working hours.

Average operator response (connection) time in seconds — time it took operator to join the dialogue. In the native dashboard the screen shows h/min/s; the export keeps seconds.

Average dialogue duration min:sec — this is the time a specific operator spent in chat. Calculated from connection date-time to operator disconnection within each dialogue to which the operator connected. In the native dashboard the screen shows h/min/s; the export keeps seconds.

Average operator response speed within dialogue — time between client and operator messages, recorded when dialogue is completed. Calculated as average of (operator response date-time to last client message minus last client message date-time) across the entire dialogue.

Total dialogue duration — total time of operator participation in all dialogues. Participation — difference between connection and disconnection, divided by total sum of chats.

FastLine Metrics

FastLine Efficiency

Number of requests (dialogues) — number of created dialogues with FastLine.

Closed FastLine without operator — number of dialogues closed by FastLine without operator connection (including dialogues closed by timeout).

Percentage of dialogues closed FastLine without operator — percentage of dialogues closed by FastLine without operator connection (including dialogues closed by timeout).

Number of dialogues to which operator was connected — number of FastLine dialogues to which an operator was connected.

Percentage of dialogues to which operator was connected — percentage of FastLine dialogues to which an operator was connected.

Time Saved

Time saved thanks to FastLine — time operators saved thanks to FastLine independently completing dialogues without their participation (including dialogues closed by timeout).

Average dialogue closure time by operator without FastLine — time that on average goes to operator for closing a dialogue without FastLine help.

Time saved until operator connection — time during which FastLine worked with dialogues before transfer to operator.

Token Usage

Total LLM tokens used — total number of tokens used by FastLine for the reporting period.

Average number of LLM tokens per dialogue — average number of tokens used by FastLine per dialogue for the reporting period.

Dialogue Duration

Average dialogue duration — this is the time FastLine spent in chat. Calculated from FastLine connection to its disconnection by timeout or dialogue redirection to operator.

Total dialogue duration — total time of FastLine participation in all dialogues. Participation — difference between connection and disconnection (including closure by timeout).

AI Answers (Fast Line Pro)

The Fastline tab includes a section that counts successful AI generations via Fast Line Pro, Copilot, AI QA, and knowledge base integration plugin requests (for example, AI Vision during automated KB updates). One successful call = one AI Answer. Failed attempts are not counted.

How to read the report: the three breakdown metrics (Answers provided to clients + Copilot hints + Integration plugin) sum to Total AI Answers provided.

Same total elsewhere: Settings → Instance statistics (root only) — Total AI Answers provided card for the selected period, aligned with the Fastline report.

Classic Fast Line (knowledge base without Fast Line Pro) is not included in these metrics — see FastLine efficiency metrics above.

Copilot Metrics

Copilot Usage

Total requests — total number of unique requests from clients recorded in the system. Operator-initiated requests are not included in the calculation.

Requests with Copilot initiated — number of requests where Copilot was connected to the dialogue and opened for interaction.

Messages from client — total number of messages sent by client within the request.

Copilot found answer — number of client messages for which Copilot was able to find an answer in the knowledge base or suggest relevant information.

Copilot Efficiency

% usage — percentage ratio of requests where operator used Copilot answers to total number of requests with connected Copilot.

Number of clicks "Confirm and send" — number of cases when operator clicked "Confirm and send" button, accepting suggested answer from Copilot without changes.

Number of clicks "Edit" — number of cases when operator chose "Edit" option, changing answer suggested by Copilot before sending.

Copilot hint was not used — number of client messages in response to which Copilot provided answer options, but none were used by operator (there was no click on "Confirm and send" or "Edit" buttons).

Impact on Quality

Average dialogue duration — average time of active interaction in dialogues with client (in seconds). Metric compares dialogues where Copilot was used and those where it was not used. In the native dashboard the screen shows h/min/s; the export keeps seconds.

Copilot CSAT — client satisfaction indicator in dialogues where Copilot was used, compared to those where it was not used. Determined based on average rating left by clients after interaction completion.

CSAT Metrics

Average CSAT rating for period — average client satisfaction rating (CSAT) for the reporting period.

CDSAT — percentage of chats for the reporting period with ratings "1" and "2" (low satisfaction).

Number of surveys — number of dialogues with surveys.

Survey percentage — what percentage of all dialogues had satisfaction surveys (CSAT).

Percentage of incoming chats with ratings — percentage of chats with ratings from all incoming chats for the reporting period.

Summary on the Service Quality tab

In native statistics (Statistics module, Service quality tab), the Summary for the period (all operators) block shows period aggregates:

The Rating scale filter limits CSAT metrics to 1–5 (standard) or 0 / 5 / 10 (poor / average / excellent). See How to view the quality period summary.

FCR (First Contact Resolution) Metrics

FCR 24h — percentage of repeat requests from users within 24 hours.

FCR 48h — percentage of repeat requests from users within 48 hours.

FCR 72h — percentage of repeat requests from users within 72 hours.

💡 Note: FCR (First Contact Resolution) — metric that tracks repeat requests. A request is considered resolved on first contact if the client did not contact again with the same question.

Calculation logic (technical)

Metrics are based on chat_close events in the KwStatistics collection. Fields data.fcr24, data.fcr48, data.fcr72 store the count of previous client requests within the respective time window: 0 — no repeat, 1+ — repeat contact. FCR is calculated as the share of dialogues where data.fcrX > 0 out of the total number of closed dialogues.

FRT (First Response Time / SLA) Metrics

SLA 1m — percentage of dialogues in which first response was sent within 1 minute.

SLA 2m — percentage of dialogues in which first response was sent within 2 minutes (including 1 min).

SLA 3m — percentage of dialogues in which first response was sent within 3 minutes (including 1 min and 2 min).

SLA 5m — percentage of dialogues in which first response was sent within 5 minutes (including 1 min, 2 min, and 3 min).

SLA 10m — percentage of dialogues in which first response was sent within 10 minutes (including 1 min, 2 min, 3 min, and 5 min).

💡 Note: SLA metrics (Service Level Agreement) — key efficiency indicators applied to dialogues for controlling time of certain actions.

User Metrics

Number of unique users — number of unique users for the reporting period.

Number of active users — number of bot users per day who performed any actions. Action — scenario transition, even if transition was made through broadcast.

Number of registered users — number of users entered in the Clients section.

Number of users blocked by operators — users blocked by an operator or administrator through moderation in ConnectiveOne (system ban). Does not include users who blocked the bot in Telegram.

Users who blocked the bot in Telegram — Telegram users who blocked the bot in a private chat. The counter does not decrease when the user unblocks the bot. Available for the Telegram channel only.

On the Blocked users tab, these metrics are shown alongside the number of registered users.

New registrations (Users tab, native statistics)

New registrations — how many contacts were added to Clients in the selected period. Next to it, the New registrations by day bar chart shows one bar per day of the period; days without new contacts show 0, and the bars add up to the number.

• The period is the usual Date filter: pick a day, a week, a month or a year. Day boundaries follow the filter time zone.
• Counted: bot registrations, contacts created automatically when a customer writes to an operator, and contacts created by an operator, from email or telephony.
• Anonymous contacts are included, so the number is higher than the Registered filter in Clients. Inactive contacts are included too.
• A person who wrote in two channels counts twice — one contact per channel.
• The Process (bot) and Channel filters narrow both tiles.
• Without a date in the filter, the number shows contacts for all time and the chart stays empty.
• Number of registered users on the Blocked users tab is a different metric: active contacts only, for all time, without a period.

AI Assistant (Instance Agent) Metrics

The «Instance Agent» tab of the native statistics (the last one in the row) shows how employees use the AI Assistant: how many requests, who sends them and in which mode, whether requests fail and how long people wait for an answer. Everyone with access to the native statistics sees the tab. The tab has only the «Date» filter.

Counters

Total requests — all requests to the AI Assistant in the period, including requests made before version 5.19.1.

Active users — how many different employees sent requests.

Dialogs — how many different conversations with the AI Assistant there were in the period.

Requests per dialog — the average number of requests in one conversation.

«Agent» / «Ask» / «Plan» mode, % — the share of requests in each mode out of all requests of the period. Requests made before version 5.19.1 have no mode, so the three shares may add up to less than 100%.

Failed requests, % — the share of requests that ended with an error, out of all requests of the period.

Response time, median / p95 — how long a person waits from sending the request to the end of the AI Assistant answer. Only successful agent requests count; uploads to the File Manager do not. The median is the middle value (half of the requests are faster, half slower); p95 means 5% of requests waited longer. With few requests (under ~20) p95 is imprecise. When the period has no new requests, the tile shows «—».

Charts by day

Requests by day and mode, by day and role and top 5 users — one bar per day with requests, split by mode, by the employee's role or by the five most active employees of the period (everyone else is «Others»).

Active users by day — how many different employees sent requests on each day.

Failures by type — failed requests by reason: request error, provider unavailable, Cursor API key missing, file upload failed.

• Days on the charts are UTC days, while the «Date» filter bounds are in the filter time zone. So at the edges of the period a bar of the neighbouring day may appear or a few hours may be missing. For example, with 01.10–07.10 in Kyiv time, requests sent on 01.10 between 00:00 and 03:00 Kyiv time stand in the «30.09» bar, and the «07.10» bar has no requests after 21:00 UTC — they already belong to 08.10 in Kyiv.
• A new AI Assistant mode appears on the mode chart as a separate bar part under its own name.

«Users» and «Roles» tables

Users — one row per employee: role, number of requests, requests in the «Ask», «Agent», «Plan» modes and «Other mode», failures, dialogs, number of days with requests, time of the last request.

Roles — one row per role: number of employees, requests and requests by mode.

Both tables can be exported to CSV or XLSX; empty values are empty cells in the export.

Requests before version 5.19.1

Before version 5.19.1 the AI Assistant did not record who sent a request and in which mode. Such requests count in «Total requests», «Dialogs» and the failure share, and show as «Unknown» in the breakdowns: on the mode, role and top 5 charts and as one row in the tables. Their user or mode cannot be restored.

Metrics by Topics

Topic — list of topics, including "No topic".

Metrics by topics allow analyzing efficiency of work with different types of requests. They include:

• Number of dialogues by topic
• Average processing time by topic
• CSAT by topic
• Number of operators who worked with the topic

Topics by skill group and by operator (the «Topics» tab, native statistics)

Below the «Topics» table there are two more tables: «Topics by skill group» (row = topic × skill group) and «Topics by operator» (row = topic × operator), with a short note about skill groups between them.

Columns: «Topic», «Skill group» / «Operator», «Total dialogs», «Average messaging time», «Total messaging time», «Average resolution time», «Total resolution time», then «Subject ID» and the topic path in the tree. Times are shown in hours, minutes and seconds on screen and in seconds in the CSV / XLSX export.

• Resolution time — from the creation of the request to the closing of the dialog. For a dialog from the queue — from the operator joining, without queue waiting time. It is the same value as «Average dialog duration» on the «Appeals» tab: the sum of «Total resolution time» by operator equals the «Total dialog duration» tile under the same filters (without channel and process filters).
• Averages (messaging and resolution time) are over accepted dialogs, as in the «Topics» table; a row without accepted dialogs shows «—». So the average resolution time differs from the «Average dialog duration» tile (which is over all dialogs).
• Messaging time — as in the «Topics» table: for a topic, the sums of «Total dialogs» and «Total messaging time» by operator equal the row of that topic in «Topics».
• Skill group — the groups linked to the topic in the settings when the dialog was closed, not the operator's group. After the topic settings change, rows of both old and new groups appear. A dialog is counted in each such group, so all sums by skill group can exceed the «Topics» table. Dialogs whose topic has no groups are in the «No skill group» row. With the «Skill group» filter the table shows only the selected groups.
• Operator — the last operator who joined the dialog, as in the «Operator» filter. «Fastline AI» — only Fastline joined the dialog; «No operator» — no operator joined.
• A dialog without a topic is shown as «Без темы», as in the «Topics» table. Two topics with the same name from different branches of the tree are separate rows.
• The «Channel» filter of the tab narrows «Topics» and both new tables; it does not change the «Topic / frequency» chart.

Ticket Metrics

Time in statuses (the «Tickets» tab, native statistics)

Under the «Tickets list» there is the «Time in statuses» table: how long tickets stay in each status. The last row, «All statuses», is the ticket's time in all statuses combined; it stays last under any sorting.

Columns: «Status», «Tickets in status», «Average time in status», «Total time in status», «Average — had the selected status», «Average — never had the selected status». Time on screen is in hours and minutes, in the CSV / XLSX export — in seconds. By default the rows are sorted by «Total time» descending.

• Tickets only — chats are not counted.
• Time in status — from the ticket creation or the change to this status until the next change or the ticket closing. For an open ticket — until now, so the average changes daily. A ticket with no changes and no closing for over 30 days has no last interval.
• Period — an interval belongs to the period in which it started and is counted in full.
• Average — per ticket that was in the status (if a ticket came back to the status, its intervals are added up first).
• Only changes recorded in the ticket history are counted. Tickets with no status change are not in the table, so it may hold fewer tickets than «Tickets created».
• A renamed status is a separate row (the history keeps the status name as of the change). «No status» — a ticket that had no status before its first status change.
• A status change at the moment of closing (within a few seconds, e.g. an automatic «Close with CSAT») gives no interval.

The «Status in history» filter (the tab's filter panel; available where the «Tickets list» or the «All appeals» tab is enabled) lists status names from the ticket history, not from the catalog. The selected statuses fill the two last columns: «had» — tickets that had any of the selected statuses at least once, «never had» — the rest. This shows, for example, how much an incident lengthens the handling. Without the filter these columns show «—». The filter applies to this table only; the «Status» filter does not affect it.

The «Operator» filter for this table means who changed the status or created the ticket, not the assignee. «Skill group» — as of the change.

Metabase Dashboards

Metrics are organized by dashboards for convenient navigation:

• Dialogues — detailed information about each dialogue
• Requests — general request statistics
• Operators — operator work metrics
• Operator Workload — operator workload analysis
• Topics — metrics by dialogue topics
• FastLine — AI bot efficiency
• Service Quality — CSAT and other quality metrics
• Service Metrics — FCR, FRT, and other SLA metrics
• Users — user statistics
• Custom Boards — custom dashboards created specifically for the company

Related Materials

• How to pass parameters from the website (widget metadata)
• How to view the quality period summary
• How to read duration and reaction metrics on Appeals
• View dashboards
• Create and configure funnel
• Configure CSAT
• View operator schedule
• Export statistics data