To monitor channels, go to the Monitoring tab, activate the New switch in the top-left corner and go to the Channels tab. Tab features:
Channel Usage Statistics
Channel usage statistics for the selected period are displayed in a table with the following columns:
| Column | Description |
| Channel | The name of the channel used. |
| Threads in progress | The total number of threads assigned to agents and bots. Threads in states are included: • ASSIGNED• ANSWER_NEEDED• WAITING• IN_PROGRESS• REASSIGNED |
| Threads in queue | The total number of unassigned threads. Threads in states are included: • NEW• UNASSIGNED• SUSPENDED |
| Authorized/active/inactive agents | The number of agents to which threads from channels can be assigned according to routing settings: • authorized — agents authorized in edna Chat Center in all statuses except OFFLINE• active — active agents with statuses READY, PRE_INACTIVE, INACTIVE, OUTGOING• inactive — inactive agents with status OFFLINE |
| Free/total slots | Number of active agent sessions: • free — the number of free sessions; • total — the total number of used and free sessions. |
| Maximum wait time for customer response | The maximum time the customer will wait for a response from the agent. The delay is the time between the first message from the customer and the last message from the agent. The value of the indicator doesn’t change until the agent responds. |
| Service level | The percentage of threads in which agents have responded within the time set as the KPI for sending the first response to the customer’s message. The value of the indicator is calculated after the thread has been assigned to the agent. If the agent transfers the thread to another agent, the first response time is reset. |
Indicators that can’t be summarized or averaged are only relevant for the current moment and don’t depend on the selected period. They are marked with the icon 
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. Follow the instructions to configure data filtering.