To work in the new interface of the Monitoring tab, activate the New switch in the top-left corner. The new interface provides the Agents, Channels and Tags tabs with the following features:
To update the indicators, go to the Agents, Channels or Tags tab and click Update, or select the time to automatically update the monitoring data from the drop-down list on the right: every 5, 10, 30 minutes, or every hour. The data will update automatically as you switch between tabs.
Follow the instructions to configure data filtering.
General Thread Indicator Monitoring
Monitoring of general thread indicators for the selected period is available on the Agents, Channels or Tags tabs. On the Agents and Channels tabs, the Threads and Thread indicators sections display cards with general indicators.
On the Tags tab, cards with general tags are only shown in the Threads section. Read more in the article.
. To expand or collapse a section, click on its name. To change the order of the cards in the section, hold down the left mouse button and drag the card.
“Threads” Section
| Indicator | Description |
| Threads in queue | The total number of undistributed threads. Threads in states are included: • NEW• UNASSIGNED• SUSPENDED |
| 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 |
| Completed threads | The total number of threads with the CLOSED status completed by agents and supervisors. |
| Threads in agent processing | The total number of threads assigned to agents. Threads in states are included: • ASSIGNED• ANSWER_NEEDED• WAITING• IN_PROGRESS• REASSIGNED |
| Threads in bot processing | The total number of threads assigned to bots. Threads in all statuses except CLOSED are taken into account. |
| Threads completed by bot | The total number of threads with CLOSED status completed by the bot. |
“Thread Indicators” Section
| Indicator | Description |
| Average waiting time in queue | The average time that threads are queued and waiting to be processed. The indicator value is only calculated for threads with the UNASSIGNED status. |
| Average handling time | The average time that the threads are being processed. The indicator value is calculated only for threads with IN_PROGRESS status. |
| 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 quality | The average score based on the scores included in the agent’s KPI. The value of the indicator is calculated in the same way as the Quality of service indicator in the agent’s personal statistics. Read more in the article. |