Key Points About Metrics in Live

The Reports section of Live features a list of six modules with metrics available to meet your analysis needs: Dashboard, Agents, Chat, Pause, Video Call, and Tags.

• Each section includes a filter header with various options that allow you to cross-reference data and evaluate performance based on different variables.
• You can also view the information in exportable charts that support analysis and provide valuable insights quickly.
• In all cases, you can download the reports.

 The table below shows which roles can access each report.

Section	Agent	Agent Dashboard	Coordinator	Supervisor Agent	Supervisor	Admin
Reports Dashboard
Reports Agent
Reports Chat
Reports Pauses
Reports Videocall
Reports Tags

 Here you’ll find a clear summary of the elements included in each report, along with a direct link in each respective title to the audiovisual material explaining them in our Help section and comparison tables for a comprehensive analysis. You’ll also find some reference use cases.

DASHBOARD LIVE: The Dashboard Live is the platform’s main report. It displays real-time operational metrics and consolidated data from the last 7 days (adjustable with filters). 

> Access: side menu → Reports → Dashboard.

1.1 Filters: These allow you to narrow down the information displayed on all dashboard panels. Once you’ve applied the desired filter, click Search. To export the filtered data, use the Download button (this generates a ZIP file containing a CSV file).

1. From / To: Exact time period with start and end date, hour, minutes, and seconds. Useful for analyzing specific time ranges (e.g., workday from 9 a.m. to 6 p.m.).
2. Ranges: Predefined periods: today, yesterday, this week, etc
3. Channels: Filters by configured support channels (Web, WhatsApp, etc.).
4. Frequency: Statistics grouping interval: every 30 min, 1 hour, daily, weekly, monthly, or annually.
5. Groups: Filters by specific support group.
6. Tags: Filters based on tags assigned to conversations.

1.2 Sessions: Dashboard with 5 metrics on the volume of received conversations.

1. Sessions: Total number of conversations in the period, including answered and missed.
2. Attended: Conversations assigned to agents and actually responded to.
3. Lost: Conversations abandoned by the customer or removed from the queue by the system after 24 hours without assignment.
4. Transferred: Conversations transferred between groups, within or outside the filtered group.
5. SLA Average: Overall average SLA of all groups -> Sum (SLA) / Number of groups with SLA. Displays average target, total achieved, and percentage.

Note: Handled conversations may not equal the sum of Closed + Transferred. 

Example: Agent A transfers to Agent B (A has 1 transferred), and Agent B transfers to Agent C (B has 1 transferred, C will have 1 handled). Not all transferred conversations are considered closed, and there may be multiple agents per conversation.

1.3 Times —> Sessions: Metrics on the duration of handled conversations.

1. Average operating time: The average time closed conversations lasted. Includes all conversations (even missed/unanswered ones).  This may differ from the average per agent, which only considers those actually handled.
2. Average response time: The average time a customer waited to be assisted. Includes transfer times between agents or groups.
3. Total time: The total time spent in conversation across all sessions, from when they were assigned until they ended.

1.4 Times —> On hold:  Metrics on user wait times.

1. Average waiting time: The average time a user waited to be assisted. Includes wait times for transfers between groups or agents.
2. Max. waiting time: The maximum time a user waited for their conversation to be assigned to an agent. Includes all wait times.
3. Max. response time: The longest time an agent took to provide the first response to a customer.

1.5 Charts (Sessions and Time): Activated using the “Show time and session charts” button. Downloadable in PNG, SVG, or CSV. By default, they show the last week; adjustable with filters. Each variable can be enabled or disabled with a single click.

1.5. 1 Session Chart Metrics:

1. Sessions: Total number of contacts initiated by users.
2. Transferred: Cases that were transferred from one agent to another.
3. Attended: Sessions effectively managed by an agent.
4. Lost: Sessions with no response or no resolution.
5. Agents: Number of agents on duty during the selected period.

1.5. 2 Time-Based Metrics:

1. Average waiting time: The time users had to wait before being assisted.
2. TMO (Average Operation Time): The average duration of the entire session (conversation + wait time + resolution).
3. Average conversed time: The time spent in active interaction between the user and the agent. This is the time the agent actually spent chatting with the customer, excluding wait times.

1.6 On Hold: Real-time dashboard showing how many users are currently waiting to be assisted.

1.7 Users: Displays the total number of users who interacted on Live, segmented into two types:

1. Unique: Customers who chatted with a human agent on Live for the first time. The system automatically merges them to avoid duplicates.
2. Recurrent: Customers who had previously been merged and are contacting us again. The system recognizes them and associates them with the existing profile.

✓ Each user is identified by a unique code. During the conversation, the agent can complete or edit data (first name, last name, email, phone number). If there is a conflict in the data, Live displays an alert.

1.8 Feedback: Displays the results of surveys sent at the end of each conversation. The type of survey displayed depends on the settings configured for each support group. If multiple types were used during the period, a dropdown menu appears to select which one to display.

• Metrics displayed:

1. Binary: Number of positive and negative responses + percentages of the total rated conversations.
2. Stars: Overall star rating average (total rated / stars received), total rated conversations, and individual star ratings.
3. NPS: Pie chart showing percentages of promoters, neutrals, and detractors + final NPS score in the center.

1.9 SLA by Group: comparative table of SLA compliance for each support group.

This requirement is considered met if the group’s actual average wait time (next column) does not exceed the target wait time (last column), since the SLA specifies the maximum amount of time a customer can wait to be assisted, as configured as the SLA limit for each group.

Note: Lost conversations are excluded from the SLA analysis, as no agent handled them.

1. % Compliance: Percentage of conversations handled within the maximum SLA time. Ex.: 80 out of 100 conversations within the limit = 80%.
2. Actual wait time: Average actual duration per group, in hours, minutes, and seconds.
3. Objective set: Maximum time configured as the SLA for each group. The SLA is considered met if the actual time does not exceed this target.

1.10 Summary Table: Detailed breakdown of operational activity by group. 

• Metrics displayed:

1. Date: Date and time the information was submitted.
2. Channel: Where the conversations took place.
3. Group: The support group that received the conversations.
4. Total agents: Number of agents on duty in the group.
5. Closed conversations: Total number of conversations that were closed (by agent, customer, automatically, or for other reasons).
6. Transferred: Total number of conversations transferred to another group.
7. AWT: Average wait time before being assisted.
8. ART: Average response time a user waited to be assisted by the group.
9. ACT: Average conversation duration.
10. TMFR: Maximum first response time: the longest it took the group to provide the first response.
11. With SLA: Number of conversations that met the SLA.
12. Without SLA: Number of conversations that did not meet the SLA.
13. % SLA: Percentage of conversations that met the SLA.
14. Abandoned after the threshold: Conversations with no response from the customer after exceeding the maximum time defined in the SLA.
15. Users: Total number of users in the support group.
16. Feedback: Summary of surveys received (NPS, Stars, or Binary). If there were no responses, this is explicitly indicated. 

 AGENT REPORT: Displays each agent’s individual performance. Exportable to XLS (asynchronous process via email). 

> Access: Reports → Agents. 

2.1 Available filters: From/To, Range, Agent Name, Channels, Groups.

2.2 Fields in the Agent List:

1. Agent: Agent’s name.
2. Attended: Conversations handled. This may exceed the “Completed” count because two or more agents may participate in the same conversation.
3. Completed: Closed conversations (by agent, customer, automatically, or for other reasons).
4. Transferred: Conversations transferred by the agent to another group or agent.
5. CxH: Average number of conversations handled per hour online.
6. Conversation time: Agent’s actual conversation time, i.e., the time the agent was actually chatting with the customer, excluding wait times.
7. TMC: Average talk time per conversation.  This is the average duration of an agent’s conversation.
8. Response: Average time it takes for the agent to provide the first response to the customer.
9. Time logged in: Total time the agent was logged into Live.
10. Connected: Total time in the connected state (handling or available).
11. Pauses: Total time the agent was on pause.
12. Busy: Time during which the agent is handling one or more chats (not including simultaneous time).
13. Productivity: Percentage = Busy time / Connection time.
14. Feedback: Survey results per agent (NPS, Stars, or Binary). Differentiated if there were multiple types.

 Notes:

• Conversation time vs. Time logged in: Conversation time may be longer than session time if an agent handles multiple chats simultaneously, since the Time logged in is cumulative and may exceed the session time.
• Conversation time vs. Conversation Duration: The Conversation time field in the Agent Report reflects the actual talk time, excluding wait times. It may differ from the Session Time calculation in the Chat Report, which includes wait time from the queue or the start of the customer connection.
• Total conversations per agent: This may exceed the total unique conversations because in the Agent Report, a conversation is counted for each agent who participated, whereas in the Chat Report, it is counted only once per conversation.
• Attended vs. Closed + Transferred: These may not match. 

Example: Agent A transfers to Agent B (A: 1 transferred) → Agent B transfers to Agent C (B: 1 transferred, C: 1 attended). Not all transferred conversations are considered closed.

 CHAT REPORT: Displays the history of completed conversations. It can be exported in two formats, which are sent via email as a ZIP file containing a CSV: Chat Report (full details) or Summary (including start/end time, response time, TPO, room ID, notes, and phone number). 

> Access: Reports → Chats. 

3. 1 Available filters: From/To, Filter by (email, name, etc.), Agents, Groups, Channels, Feedback, Resolution, Tags.

✓ Resolution Types: This field indicates who or what event closed the conversation. Possible values are:

1. Agent: The agent ended the conversation from the interaction window.
2. Customer: The customer ended the conversation from the interaction window.
3. Abandoned: The user left the queue before being assisted.
4. Lost /unattended: Was not assigned to any agent (no agents available or exceeded the 24-hour wait time).
5. Agent inactivity: The agent did not respond; the customer or a configured trigger closes the conversation.
6. Client inactivity: The customer did not respond. Configured triggers are sent, and then the conversation is closed.
7. Queue clean process: Automatic closure at the end of the service hours configured for the group. Notifies all users that service hours have ended and closes the conversation.
8. Connection failure - agent: Connection issues in the agent’s session.
9. Queue Viewer: Conversations manually deleted by a supervisor from the waiting window.
10. Triggers: Closed due to customer or agent inactivity (old session records).
11. Internal issue: Saved without reason by mistake (for proactive identification).
12. Closed asynchronous: Asynchronous support conversations that were closed by triggers due to customer inactivity (appears for old sessions, as it is no longer used).

 Note: The total number of conversations per agent may exceed the total number of unique conversations because, in the Agent Report, a conversation is counted for each agent who participated, whereas in the Chat Report, each conversation is counted only once.

3.2 Conversation History Fields:

1. Date: Date and time the conversation began.
2. Customer: Customer’s name or ID. If not registered, it appears as “Unknown.”
3. Agent: Name of the agent or agents involved (appears only once per conversation).
4. Subject: Tags from the previous conversation with the Virtual Assistant (empty if there is no integration).
5. Channel: Icon of the contact channel used.
6. Feedback: Type and result of the feedback received.
7. Session Time: Duration of the session between the customer and the agent.
8. Video Call: Recording download (if enabled and configured).
9. Tags: Tags assigned by the agent to classify the conversation.

 PAUSE REPORT: Displays agent statuses and inactivity during the selected period. Exportable to CSV (ZIP via email).

> Access: Reports → Pause. 

4. 1 Available filters: From/To, Ranges, and Agent.

4. 2 Fields in the Pauses List:

1. Agent Name: The name listed in the agent's profile.
2. Agent Email: The agent's email address.
3. Reason: The agent's status (Log in, Log out, Custom break, Inactive, etc.).
4. Done By: The name of the person who made the last status change.
5. Start Date: The exact time the status was activated.
6. End Date: Exact time when the status ended.
7. Duration: Total time in that status (hours, minutes, and seconds).

  VIDEO CALL REPORT: Displays metrics for all video calls made by agents in Live. Exportable as a PDF or spreadsheet (download available for each indicator, graph, and table). The graph can also be downloaded as a PNG.

> Access: Reports → Video Call. 

5. 1 Available filters:

1. Date: Allows you to filter by fixed dates—which are predefined periods such as Yesterday, This Month, Last Week, etc.—or by variable dates such as “Is between,” “Before,” or “Equals” (exact day). A preview is available in all cases; confirm by clicking Apply.
2. Agent Name: Allows you to include or exclude agents, perform an individual search, or select from a list.

5. 2 Metrics:

1. Video Sessions: Total number of sessions in which a video call was made.
2. Average Time: Average duration of video calls made.
3. Total Time: Cumulative total time of all video calls, in hours, minutes, and seconds.

5. 3 Bar Chart — Video Calls per Day: Shows the number of video calls per day. Allows you to filter and sort by axis (ascending/descending), view details by right-clicking on each bar, and reset to the original view.

5. 4 Fields in the Summary Table:

1. Date and Time: The time when the video call took place.
2. Customer: Customer ID.
3. Agent: The agent who made the video call.
4. Session Time: Length of the video call.
5. Chat Report: Direct access to the full conversation, including all interactions and the video call.

✓ The columns allow you to filter, sort, hide, reposition, and revert changes to the original view.

 TAG REPORT: Allows you to analyze metrics for conversations tagged by agents. Can be exported as a PDF or spreadsheet via the three-dot menu in each section.

> Access: Reports → Tags. 

6.1 Available filters:

1. Date: Allows you to filter by fixed dates, which are predefined periods such as Yesterday, This Month, Last Week, etc., or variables such as “Is Between,” “Before,” “Equals” (exact day). A preview is available in all cases; confirm by clicking Apply.
2. Channel: Include or exclude channels. Select individually or from a list.
3. Agent Name: Include or exclude agents from the search. Same options as for Channel.
4. Tag: Filter by specific tag name. Allows bulk import separated by comma, semicolon, backslash, or line break.

6. 2 Key Metrics:

1. Tagged Conversations: Number of conversations that received at least one tag during the period.
2. Tags created: Number of unique tags created.
3. Total tags: Total number of times a tag was applied (sum of all uses).

6. 3 Charts

6. 3. 1 Daily Tag Summary: A bar chart showing the number of tags per day. It allows you to filter and sort by axis, enable/disable indicators by name in the data series, change colors, and view details for each bar.

6. 3. 2 Tags by Channel and Attention Group: Shows which channel each conversation came from, which group it was assigned to, and which tag it was classified under. Useful for identifying frequent topics and detecting opportunities for improvement by team or process.

6. 3. 3 Top 5 Tags: The five most frequently used tags during the period, including name, number of uses, and percentage of the total.

6. 4 Tags by Attention Group and Agent Table: Records the total number of tags by group, agent, and tag name. The columns are dynamic (repositionable). Allows sorting and filtering. Clicking on each item displays the details of its composition.

6. 5 Fields in the Content Summary Table:

1. Date: Date of the tagged conversation.
2. Session ID: Unique identifier for the conversation.
3. Agent Name: Agent who applied the tag.
4. Customer: Customer ID.
5. Tag Name: Tag assigned to the conversation.
6. Tags Chat Report: Direct access to conversation details (View).

✓ All columns can be filtered and sorted. Clicking View takes you to the full conversation with all interactions.

  REPORT COMPARISON

 What does each report measure?

Dimension	Dashboard	Agents	Chats	Pauses	Video calls	Tag
Conversation volume					(with video call)	(tagged)
Times Sessions				(duration by status)
On hold times
SLA compliance
Individual agent performance			Partial		Partial	Partial
Feedback/satisfaction
Details of each conversation					(via details)	(via View)
Unique vs. recurrent users
Agent statuses and availability		Partial
Video call analysis			Partial
Tags classification

  Level of detail

Time metrics: where to find each one

Metric	Dashboard	Agents	Chats	Pauses	Video calls	Tags
Average handling time (TMC-ACT)	ACT	TMC	Session time		Average time
Average response time (ART)		Response
Maximum first response time (TMFR)
Average wait time (TPC)
Total conversation time	Total time	Spent in conversation*			Total time
Agent online time/session		Session / Online
Time on hold		Pauses
Duration of each pause				Duration

  * Note: The “Conversation time" field in Agents reflects actual chat time without waiting, so it may differ from the “Time logged in” calculation, which does include waiting times in the queue.

Feedback: Comparison by Report

Aspects	Dashboard	Agents	Chat	Pauses	Video Calls	Tags
Supported types	Binary, Stars, NPS	Binary, Stars, NPS	Binary, Stars, NPS
Grouping	By group	By agent	By conversation
Display	Chart + percentages	Result per row	Label on each chat
Multiple types in the period	Dropdown selector	Displayed separately	Filter by type

  Recommended use cases