The supervisor can view the current status of all the chat sessions and available operators.
To view the dashboard go to User account > Dashboard as shown in the below screen-
This will redirect the user to the following screen-
Supervisor Dashboard
The above screen displays the available agent(s) on the basis of selected campaign and skill names. A supervisor can view the desired tables of information they want to view on the dashboard. A supervisor can select a particular campaign name and skill name through the respective dropdown fields in the dashboard. This is as shown highlighted below-
ICE supervisors can select one, multiple, or all campaign(s) and skill(s) for sorting the data on the supervisor dashboard.
The All Campaigns dropdown will have the options of All Campaigns and underneath the list of different campaigns will be listed.
Based on the campaign selection, the All Skills dropdown fields will be sorted. The skills dropdown will have the skills of all the selected campaigns.
Once the filters about the show/hide tables, campaigns, and skills are applied, click Submit.
Based on the selection made, all the tables of the supervisor dashboard will be sorted accordingly.
Note: The campaigns and skills selection will restore back to All Campaigns and All Skills once the supervisor logs out of the ICE application.
Basically, on the Supervisor Dashboard, following details will be displayed by default:
| Tables |
Description |
| Total Login Users | It displays the following details:
|
| Ongoing Chats | It displays the total number of ongoing chats between the agents and visitors. |
| Chats in Queue | It displays the total number of chats in the queue waiting for the agents to attend it. |
| Available Chat Slots | It displays
|
| Active Agents | It displays the following details of the active operators –
|
| Skill Stats | It displays the following details:
|
| Ongoing Chat Details | It displays the details of the ongoing chat(s) between the operator(s) and the visitor(s) of specific skill(s). |
| Chats in Queue Details | It displays the details of the chats of different skills initiated by the visitor(s), waiting in the queue. |
| Total Chats Requested | It displays the following details:
|
| Average Wait Time | It displays the average time for which visitor(s) waited in the queue before the chat connected with the operator of different skills. |
| Average Chat Time | It displays the average time from the chat started to chat ended between the operator(s) and visitor(s) of different skills. |
| Average Concurrent Chat | It displays the average number of chats, operator(s) attended at the same time of different skills. This is measured as the ratio of Chat Time to Login Time. |
| Available Operators | To view all the above-mentioned information of a specific operator(s), select the name of the desired operator(s) listed under the Available Operators. Click on the  button. The name of the selected operator(s) will be moved under the Selected Operators. Then, click Submit button.
All the information of the selected operator(s) will be displayed on the dashboard. |
Note- The present-day data is sorted skill-wise and is updated every five minutes.
Supervisor Dashboard displays the current status through the following fields:
- Total Login Users
- Ongoing Chats
- Chats in Queue
- Available Chat Slots
- Active Agents
- Skill Stats
- Ongoing Chats Details
- Chats in Queue Details
The dashboard also displays the data for the entire present-day through the following fields:
- Total Chats Requested
- Average Wait Time
- Average Chat Time
- Average Concurrent Chats
- Real Time Reporting
Real Time Reporting
Real time reporting in ICE helps supervisors by providing the up-to-date data of the chats received for each skill in real time.
An ICE Supervisor can view the real time reporting table on the Supervisor Dashboard.
The real time reporting table will by default fetch the data for all the skills of the organization.
To view this table, supervisor should click on the user name dropdown, select Dashboard from the list.
Supervisor Dashboard page appears as shown below:
Real Time Reporting table will be visible on this dashboard as highlighted in the below screen:
This table will display the following information:
- Skill Name: It displays the name of the skill.
- Chats Answered: It displays the number of chats answered for the specific skill.
- Chats Abandoned: It displays the number of chats abandoned for the specific skill.
- Service Level: It displays the chats service level within the threshold.
- Chats in Queue: It displays the total number of queue chats for the current day for the specific skill.
- Longest Chat Waiting: It displays the length of longest queue waiting chat for the current day for the specific skill.
- Average Handle Time: It displays the average handle time for the skill.
Notes:
- The service level threshold for the real time reporting will be of 60 seconds.
- The data in the real time reporting table will refresh its data values every 3 minutes.
The supervisor can also filter the real time reporting data based on any one specific skill and/or campaign.
The show/hide tables feature can also be applied for the real time reporting table on the dashboard.
To do so, select the required campaign and skill name for the dropdowns in the header of the dashboard as highlighted in the screen below, the real time reporting data will be filtered accordingly.
Once the filters about show/hide table, campaign, skill is applied, click Submit.
The real time reporting data will be filtered accordingly.
The supervisor will also have the feasibility to resize the real time reporting table to desired dimensions.
Show/Hide Tables In Dashboard
To view the desired tables of information on the dashboard, click All Tables dropdown.
The list of table names appears as shown below:
Supervisor can check or uncheck the desired table name checkbox(es) to be displayed on the dashboard as shown below:
All the selected tables will be displayed.
Resizable Tabs in Supervisor Dashboard
For enhanced view, supervisors can even enlarge the boxes by dragging the corners of the boxes as shown below:
Supervisors can enlarge it in any size as shown below:
In case, if all the available agents have met their chat limits, the new incoming chat thereafter lands in the queue. The supervisor can view the list of visitors waiting to get connected to the agent with queue time and skill requested as highlighted below-
On the same console, a supervisor will be able to view the count of Total Chats Requested, Average Wait Time, Average Chat Time and Average Concurrent Chats skill-wise along with the list of available operators for the selected campaign and skill as shown below-
