Whatsapp Dashboard
XCALLY Motion provides Administrators/Supervisors real-time Dashboard, so a panel which shows the most used metrics and provides an overview of activities.
Clicking the 3 dots button, each panel can flip and show a description of the data displayed.
The Dashboard shows channel activity in real time and the statistics are of the current day.
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Waiting Interactions: total number of the Whatsapp interactions currently waiting to be accepted
Opened Interactions: total number of the accepted interactions of the day, which are currently open
Managed Interactions: total number of interactions which have been managed in the current day (closed)
Unmanaged Interactions: total number of the interactions of the day which have been closed without managing them
Total Offered Interactions: this number is the sum of Opened, Unmanaged and Managed Whatsapp interactions for the current day
Interactions Average Hold Time: the average time the interactions of the day waited for an agent to open it
Interactions Managed Rate: percentage of the interactions of the day which have been already managed by the agents
Interactions Unmanaged Rate: percentage of the current day unmanaged interactions (in comparison to the total number of them)
On General Dashboard it’s possible to see Realtime agents data, so the number of:
logged: the number of all agents currently online
paused: the number of agents currently online and in pause
booked pauses: the number of agents with a booked pause (so that at the end of the current interaction will be on pause status)
(This metrics is not available on Custom Dashboard tab, but only on General Dashboard)