The Realtime Overview allows you to bring all of your support data sources together in one place to create an eagles-eye view of your support operation! If you haven't set up your dashboard yet, check out this article!

The Realtime Overview is composed of two parts, panels/cards, and the agent state dashboard:

  1. Panels/cards are split into each channel you support and can also be configured to be channel and queue.

  2. The Agent State Dashboard shows what your team is scheduled on, what their state is as reflected in the contact platform, and if they are in or out of adherence.

Understanding your metrics for each panel

Below is a breakdown for each metric in the Realtime Overview, by platform:

Zendesk

Note: All time periods use the company's default time zone.

Phone

  • New Calls

    • This refers to the number of phone tickets with a new status.

      • Phone tickets are the Zendesk tickets created when a call is started in Zendesk Talk.

  • Open Calls

    • This refers to the number of phone tickets with an open status.

      • Phone tickets are the Zendesk tickets created when a call is started in Zendesk Talk.

  • On Hold Calls

    • This refers to the number of phone tickets with an on hold status.

      • Phone tickets are the Zendesk tickets created when a call is started in Zendesk Talk.

  • Pending Calls

    • This refers to the number of phone tickets with a pending status.

      • Phone tickets are the Zendesk tickets created when a call is started in Zendesk Talk.

  • Calls Received (today)

    • This refers to the number of phone calls that were started today, based on the company's default timezone.

  • Average first response (today)

    • This refers to the sum of first response minus call start time divided by the number of phone tickets created today with a first response.

      • The first response is defined as the "time_to_answer" field from Zendesk Talk.

  • Service Level (today)

    • This refers to the number of phone calls started today with a first response that met service level divided by the number of phone calls started today with a first response.

      • "Meeting service level" is defined as when the first response is less than the configured value.

      • The first response is defined as the "time_to_answer" field from Zendesk Talk.

  • Average Handle Time (today)

    • This refers to the end time of the phone call minus the first response time, for all phone calls received today.

      • The first response is defined as the "time_to_answer" field from Zendesk Talk. This does not include wrap-up time after the call, or waiting time before the call is answered.

  • Waiting

    • This refers to the total number of calls and callbacks currently waiting in the queue.

      • This is equal to the sum of the 'calls_waiting' and 'callbacks_waiting' metrics in Zendesk Talk, as defined here.

  • Longest Waiting

    • This refers to the longest wait time for any caller currently in the queue.

      • This is pulled from the 'longest_wait_time' metric in Zendesk talk, as defined here.

  • Average Wait (today)

    • This refers to the average time a caller spent in the queue waiting to be routed to an agent.

      • This is pulled from the 'average_queue_wait_time' metric in Zendesk Talk, as defined here.

  • Calls abandoned (today)

    • This refers to the total number of calls started today where customers hung up while waiting in the queue.

      • This is pulled from the 'contacts_abandoned_today' metric in Zendesk Talk, as defined here.

Email

  • New Tickets

    • This is the number of email tickets with a new status.

  • Open Tickets

    • This is the number of email tickets with an open status.

  • On hold tickets

    • This is the number of email tickets with a hold status.

  • Pending Tickets

    • This is the number of email tickets with pending status.

  • Tickets Opened (Today)

    • This is the number of email tickets that were created today, based on the company's default timezone.

  • Tickets Solved (Today)

    • This is the number of tickets currently in a solved state that was moved from a new, open, pending, or hold state to a solved, or closed state today.

  • Tickets Responded to (Today)

    • This is the number of tickets that were moved from a new, or open state to a pending, hold, solved, or closed state today.

  • Average First Response Time (Today)

    • This is the sum of first response time divided by the number of email tickets created today with a first response.

      • The first response time is the "reply_time_in_minutes" from the ticket metrics in Zendesk.

  • Service Level (Today)

    • This is the number of tickets created today with a first response that meets service level divided by the number of tickets created today with a first response.

      • "Meeting service level" is defined as when the first response is less than the configured value in staffing.

      • The first response time is the "reply_time_in_minutes" from the ticket metrics in Zendesk.

Chat

  • Chats Received (Today)

    • This is the number of chat tickets that were created today, based on the company's timezone.

  • Average First Response (Today)

    • This is the sum of first response minus the creation time divided by the number of chat tickets created today with a first response.

      • The first response is defined as the 'response_time.first' field on the Zendesk chat. This includes non-business hours.

  • Service Level (Today)

    • This is the number of chat tickets created today with a first response that met service level divided by the number of tickets created today with a first response.

      • "Meeting service level" is defined as when the first response is less than the configured value in staffing.

      • The first response is defined as the 'response_time.first' field on the Zendesk chat. This includes non-business hours.

  • Average Handle Time (Today)

    • This is the end time of the chat minus the first response time, for all chats received today.

      • The end time is the chat start plus duration, equivalent to the time of the last message.

      • The first response is defined as the 'response_time.first' field on the Zendesk chat. This includes non-business hours. This does not include wrap up time after the chat, or waiting time before the chat is responded to.

  • Waiting

    • This is the total number of incoming and assigned (but not yet served) chats currently waiting in the queue.

      • This is equal to the sum of the 'incoming_chats' plus 'assigned_chats' metrics in Zendesk Chat, as defined here.

  • Active Chats

    • This is the number of chats that agents are currently serving.

      • This is the same as 'the active_chats' metric in Zendesk Chat, as defined here.

  • Longest Waiting

    • This is the longest wait time for any customer currently in the queue.

      • The same as the waiting_time_max metric in Zendesk Chat, as defined here.

  • Average Chat Duration

    • This is the average duration of all chats currently being served.

      • The same as the chat_duration_avg metric in Zendesk Chat, as defined here

  • Average Response Time

    • This is the average time that visitors have been waiting for an agent reply.

      • The same as the response_time_avg metric in Zendesk Chat, as defined here.

Kustomer

Note: All time periods use the company's default time zone.

Email:

  • Open Tickets

    • This refers to the number of email tickets with open status.

  • Snoozed Tickets

    • This refers to the number of email tickets with snoozed status.

  • Tickets Opened (today)

    • This refers to the number of email tickets that were created today, based on the company's default timezone.

  • Tickets Solved (today)

    • This refers to the number of tickets currently in a solved state that was moved from an open or snoozed state to a solved state today.

  • Tickets responded to (today)

    • This refers to the number of tickets moved from an open state to a snoozed or done state today.

  • Average First response time (today)

    • This refers to the sum of first response minus creation time divided by the number of email tickets created today with a first response.

      • The first response is defined as 'firstResponse.createdAt' from Kustomer. If null, we use the time of the earliest outbound message. This includes non-business hours.

  • Service Level (today)

    • This refers to the number of tickets created today with a first response that meets service level divided by the number of tickets created today with a first response.

      • "Meeting service level" is defined as if the first response is less than the configured value in staffing, or if sla.breached is false.

        • Sla.breached is prioritized over first response time.

      • The first response is defined as 'firstResponse.createdAt' from Kustomer. If null, we use the time of the earliest outbound message. This includes non-business hours.

Phone

Note: Kustomer does not support phone natively, so some phone data might be incorrect. Many Kustomer phone integrations do not send the correct creation time as they ignore the time spent in the queue.

  • Open Calls

    • The number of call tickets with open status.

  • Snoozed

    • The number of phone tickets with a snoozed status.

  • Calls received (today)

    • The number of phone tickets that were created today, based on the company's default timezone.

  • Average first response (today)

    • Not valid for phone for Kustomer, due to many Kustomer phone integrations not supporting correct call creation time.

  • Service Level (today)

    • Not valid for phone for kustomer, due to many Kustomer phone integrations not supporting correct call creation time.

  • Average Handle Time (today)

    • The time of the end of the call minus the first response time, for all calls received today.

      • First response time is the 'answeredAt' field in Kustomer, otherwise 'firstResponse.createdAt'

      • The end of the call is the 'endedAt' field in Kustomer. This does not include wrap up time after the call, or waiting time before the call.

SMS:

  • Open SMS

    • This is the number of sms tickets with open status.

  • Snoozed SMSes

    • This is the number of sms tickets with snoozed status.

  • SMS received (today)

    • This is the number of SMS tickets that were created today, based on the company's default timezone.

  • Average First Response (today)

    • This is the sum of first response minus creation time divided by the number of SMS tickets created today with a first response.

      • The first response is defined as 'firstResponse.createdAt' from Kustomer, or if null, the time of the earliest outbound message. This includes non-business hours.

  • Service Level (today)

    • This is the number of SMS tickets created today with a first response that meets service level divided by the number of tickets created today with a first response or the sla.breached field set.

      • "Meeting service level" is defined as whether the first response is less that the configured value in staffing, or whether sla.breached is false. sla.breached is prioritized over first response time.

      • The first response is defined as 'firstResponse.createdAt' from Kustomer, or if null, the time of the earliest outbound message. This includes non-business hours.

  • Average Handle time (today)

    • This is the time of the end of the SMS minus the first response time, for all SMS received today.

      • The end time of the SMS is the 'endedAt' field in Kustomer

      • The first response is defined as 'firstResponse.createdAt' from Kustomer, or if null, the time of the earliest outbound message. This includes non-business hours.

Chat

  • Open Chats

    • This is the number of chat tickets with open status.

  • Snoozed Chats

    • This is the number of chat tickets with snoozed status.

  • Chats Received (Today)

    • This is the number of chat tickets that were created today, based on the company's timezone.

  • Average First Response Time (Today)

    • This is the sum of first response minus the creation time divided by the number of chat tickets created today with a first response.

      • The first response is defined as the 'firstResponse.createdAt' pulled from Kustomer, or if null, the time of the earliest outbound message. This includes non-business hours.

  • Service Level (Today)

    • This is the number of chat tickets created today with a first response that met service level divided by the number of tickets created today with a first response.

      • "Meeting service level" is defined as whether the first response is less than the configured value in staffing settings, or whether sla.breached is false. sla.breached is prioritized over first response time.

      • The first response is defined as the 'firstResponse.createdAt' pulled from Kustomer, or if null, the time of the earliest outbound message. This includes non-business hours.

  • Average Handle Time (Today)

    • This is time of the end of the chat minus the first response time, for all chats received today.

      • The end of the chat is the 'endedAt' field in Kustomer.

      • The first response is defined as the 'firstResponse.createdAt' pulled from Kustomer, or if null, the time of the earliest outbound message. This does not include wrap up time after the chat, or waiting time before the chat is responded to.

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