Service Monitoring – Blip | Blip Help

Index

What is monitoring for?

The monitoring functionality serves to allow the service manager to track their operation in real-time, from ongoing customer support interactions to attendants' response times and breaks. Based on the data provided by this feature, it is possible to understand the current state of the operation and take necessary actions to optimize the support team.

Required permissions

To access the monitoring screen, you need to have the following permission in the system: "Helpdesk > View" or "View and edit".

How does monitoring work?

The monitoring functionality considers all the interactions of the current day in real-time. This means you can only see what has happened on the current day and what is currently occurring while the feature is open. The data is automatically updated every 15 seconds, but if you wish to update it manually, you can simply click on the circle icon with an arrow in the upper right corner.

Important: When the data is equal to 0, that is, the total or the average is 0, then the system will show ZERO according to the unit of measure, if it is time it will show 00:00:00 and if it is an absolute number it will show 0. If not has enough data to display, the system will only display the “-” symbol.

Note: It is not possible to view data from days prior to the current day in this feature. For that, please use the reporting feature.

To access the monitoring functionality, follow the steps below:

Access your portal.
Select the company where your chatbot(s) are located.
Then choose the chatbot for which you want to configure the settings.
Go to the "Service" menu.
Then, select the "Monitoring" option.

What can I monitor?

You can simultaneously monitor various pieces of information on this screen, including 8 sections:

Tickets in queue;
Attendants' status;
Tickets closed today;
Tickets in service;
Tickets in queue;
Attendants;
Queues;
Tags.

Let's explore each of these sections and views below. Before that, it is also important to understand the applicable filters in this feature.

How to filter the sections?

You can apply a filter by queue that will filter all the sections, allowing you to see one or more specific queues. Simply open the filter and select the queues you wish to analyze.

In the sections "Tickets in service", "Attendants", "Queues" and "Tags" you can apply a filter by attendant to view one or more specific attendants. Just open the filter and select the attendants you wish to analyze.

In the "Tickets in queue" section, it is not possible to apply a filter by attendant, as the tickets in this view have not yet been assigned to an attendant. If there is any filtered attendant, the tag will change color to gray, signaling that those filters are not active in this section.

In the "Attendants" section, you can apply a filter by status to see attendants in one or more specific statuses. Just open the filter and select the statuses you wish to analyze.

General Information about Real-time data

In this section, you will find the following general information about the tickets:

Tickets in queue: Quantity of tickets in the service queues. It includes the total number of tickets that have not been assigned from all the queues of this bot or the queues that are currently filtered.
Maximum time waiting in queue: This metric shows the longest time a customer has been waiting in the queue to be assigned to an attendant. If there are no customers in the queue, there will be no time shown, and the system will display a "-" sign.
Maximum time waiting for 1st response: In this metric, you will see the maximum time a customer has been waiting to receive the first contact from an attendant after being assigned to one. If no customer is waiting for the first response, there will be no time shown, and the system will display a "-" sign.
Tickets in service: Total quantity of tickets currently being attended to. These are the tickets that have already been distributed or pulled by the attendants and have received the first response but have not been closed yet.
Average tickets per agent: This metric displays the average number of tickets currently being handled by the attendants.

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Attendants' Status

This section focuses on showing the quantity of attendants in each base status of the system, where:

Online: Attendants who are active and ready to receive new interactions.
On break: Attendants who are on break, either the standard break or a custom break like lunch or bathroom breaks, and, therefore, they are not receiving new interactions.
Invisible: Attendants who are inactive and cannot receive new interactions.

Tickets closed today

In this section, you will find data related to the ticket response times and statuses, including:

Times:

Average total waiting time: This metric shows the average time a customer waits to receive the first response. It is calculated from the moment the ticket is distributed to a service queue until the attendant sends the first response. To calculate this metric, the system considers only the times of tickets closed on the day, which have been removed from the attendant's screen. Before calculating the times, the system separates the tickets into two groups: tickets closed without human intervention, meaning tickets that were assigned to an attendant but closed without any interaction from the attendant, and tickets closed after having been attended to. For tickets that were not attended to, the time between ticket creation and closure is considered as the wait time, as the customer waited for an attendant's response but did not receive one. For tickets that were attended to, the time between ticket creation and the first response is considered. Finally, the system adds the times from both groups and divides by the total number of closed tickets, resulting in the average wait time.
Average response time: This metric shows the average time attendants take to respond to customer messages. The calculation considers only tickets that had at least one complete interaction between the customer and the attendant. These are tickets where the customer sent a message, the attendant responded, and they were closed on the day and removed from the attendant's screen.
Average time until 1st response:This metric shows the average amount of time agents are taking to send the first message to the customer after they are assigned to the agent. The calculation of this metric considers the times of only thetickets closed on the day, which have received a first response from the attendant and which have already been removed from the attendant's screen. That is, if a ticket was created and closed without the attendant's response, it will not be considered in the calculations.
Average service time: This metric brings the average duration of calls, considering from the moment the attendant sends the first message to the customer, until the end of the service. The calculation of this metric only considers tickets closed on the day, which have already been removed from the attendant's screen.

Ticket status today

Lost: Interactions that were terminated by the customer while they were still in the service queue and had not been assigned to an attendant yet. To allow customers to exit the interaction before being assigned to an attendant, this condition needs to be configured in the flow of your smart contact. Learn more at this link.
Abandoned: Interactions that were terminated by the customer after being distributed or picked up by an attendant. To allow customers to exit the interaction after being assigned to an attendant, this condition needs to be configured in the flow of your smart contact. Learn more at this link. Another form considered as an abandoned ticket is when the ticket is closed due to customer inactivity, and to enable this, you need to enable the configuration in the portal and builder. Learn more at this link.
Handled: Interactions that the attendant has concluded or transferred to another queue or attendant.
Closed: Corresponds to the sum of lost, abandoned, and handled interactions.

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Tickets in service

In this section, you will view all interactions that have already been assigned to an attendant and the interactions that are currently in progress. Additionally, you can access the profile of the customer in the interaction and also transfer them to another attendant or queue.

Here, you can search for a specific ticket and choose how many tickets you want to see per page, and you can navigate between pages to view the interactions.

Each row represents a ticket and will display the following information:

Waiting time in queue: Shows how much time the customer spent waiting in the queue until being assigned to an attendant.

Time until 1st response: The time taken by the attendant to send the first message to the customer.

Customer: Displays the name of the customer, and next to it, a person icon. Clicking on it will redirect you to the profile page of this customer on the desk.

Line: Shows in which queue the customer is currently being served.

Attendant: Shows which attendant is responsible for this interaction.

Time in service: Shows the time this ticket has been in progress.

Ticket number: Displays the ticket number related to that interaction, and next to it, an arrow icon that serves to transfer the interaction. Clicking on it will open a modal, allowing you to choose where you want to transfer the interaction.

Note: The interactions shown in this section will turn yellow whenever a customer is waiting for the first response from the attendant. Once the attendant sends the first message to the customer, the row will return to the default color.

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Tickets in queue

In this section, you will view all interactions that are in the service queue and have not been assigned to an attendant yet. Additionally, you can access the profile of the customer in the interaction and also transfer them to another attendant or queue.

Here, you can search for a specific ticket and choose how many tickets you want to see per page, and you can navigate between pages to view the interactions.

Each row represents a ticket and will display the following information:

Waiting time in queue: Shows how much time the customer has been waiting in the queue to be assigned to an attendant.
Customer: Displays the name of the customer, and next to it, a person icon. Clicking on it will redirect you to the profile page of this customer on the desk.
Queue: Displays in which queue the customer is awaiting assistance.
Ticket number: Displays the ticket number related to that interaction, and next to it, an arrow icon that serves to transfer the interaction. Clicking on it will open a modal, allowing you to choose where you want to transfer the interaction.
Priority: Shows the priority assigned to that ticket.

Attendants

In this section, you will view all interactions that have already been assigned, separated by attendant. Here, you can choose how many tickets you want to see per page, and you can navigate between pages to view the interactions. You can also filter this view by attendant status.

Each row represents an attendant and will display the following information:

Attendant: Shows the attendant responsible for the interactions.
Interactions in progress: Displays how many interactions are currently in progress with this attendant. It includes all assigned tickets, even those that have not yet received the first response.
Average Response Time: Displays the average time the attendant takes to respond to a customer's message.
Average Handling Time: This metric shows the average duration of the attendant's interactions, starting from the moment the attendant sends the first message to the customer until the end of the interaction.

Queues

In this section, you will view all interactions separated by queue.

Here, you can choose how many tickets you want to see per page, and you can navigate between pages to view the interactions.

Each row represents a queue and will display the following information:

Queue: Shows the name of the queue where the tickets are distributed.
Tickets waiting: Displays how many interactions are waiting in the queue to be assigned to an attendant.
Tickets in progress: Shows how many tickets are currently in progress with attendants. It includes all assigned tickets, even those that have not yet received the first response.
Average waiting time in queue: Displays the average time a customer waits in the queue before being assigned to an attendant.
Average time until 1st response: Displays the average time an attendant takes to respond to a customer's message.
Average handling time: This metric shows the average duration of interactions in the queue, starting from the moment the attendant sends the first message to the customer until the end of the interaction.

Tags

In this section, you will view all interactions that have been concluded, separated by tags. It's important to note that if a ticket has more than one tag, it will appear multiple times. In other words, for each tag assigned to the ticket, it will be counted once, and the times will be considered for all the tags assigned to the ticket.

Here, you can choose how many tickets you want to see per page, and you can navigate between pages to view the interactions.

Each row represents a tag and will display the following information:

Tag: Shows the name of the tag registered in the system.
Finished tickets: Displays how many interactions were concluded with that tag.
Average handling time: This metric shows the average duration of interactions that were concluded with that tag, starting from the moment the attendant sends the first message to the customer until the end of the interaction.

Accessing, Transferring, and Closing Tickets from the Monitoring Screen

On the monitoring screen, you can also access the conversations your attendants are having with customers, as well as transfer these interactions to another attendant or close them if necessary.

You can access the interactions in two sections of this screen: " Tickets in service" and " Tickets in queue." To view the interaction of your choice, simply access one of these two sections and click on the row representing the chosen interaction. A side window will then appear, displaying the information of the selected interaction.

In this window, the following information will be shown:

Interaction status
Queue
Attendant
Complete ticket conversation

Additionally, you can also transfer the ticket to another attendant by clicking on the double arrow icon in the upper right corner. A dialog box will then appear for you to choose whether you want to transfer the ticket to another queue or another attendant. Click "Transfer" and your ticket will be transferred.

It is also possible to close a ticket in this window. To do this, click on the checkmark icon in the upper right corner. When you do this, a dialog box will appear for you to choose whether you want to add tags to the interaction. After that, simply click "Close" and your ticket will be closed.

Full-Screen Mode

You can also put your monitoring screen in full-screen mode to project it on a larger monitor or TV. To do this, click on the icon with a dotted square next to the data refresh icon. To exit full-screen mode, press the "ESC" key or click the icon next to the data refresh icon again.

The data displayed in full-screen mode includes the "Tickets in queue", "Attendants' Status", "Tickets closed today", and a new section called "Tickets opened per hour", which shows the average number of tickets opened per hour on the current day.

Now you know all the metrics on the monitoring screen to help you track and improve your operation.

Additional Articles

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