Monitor Conversations
Real-time monitoring and analytics for active conversations
Real-time Monitoring
Monitor active conversations in real-time to ensure optimal customer experience and agent performance.
Key Metrics
Active Conversations
Real-time count of ongoing customer interactions across all channels. Monitor conversation volume, peak times, and agent workload to ensure optimal resource allocation.
Response Time
Average time to respond to customer messages, measured from initial contact to first agent response. Track this metric to ensure customers receive timely assistance.
Resolution Rate
Percentage of conversations resolved without escalation to human agents. This metric indicates agent effectiveness and helps identify areas for improvement.
Monitoring Dashboard
The conversation monitoring dashboard provides:
- Live Conversation Feed: See conversations as they happen
- Agent Status: Monitor agent availability and workload
- Queue Management: Track conversation queues and wait times
- Alert System: Get notified of issues or unusual patterns
Performance Analytics
Track detailed performance metrics:
- Conversation Volume: Daily, weekly, and monthly trends
- Peak Hours: Identify busy periods for resource planning
- Channel Performance: Compare performance across different channels
- Agent Productivity: Individual agent performance metrics
Next Steps
Continue monitoring and improving: