Service monitoring May 22, 2024 12:22 Updated Index: Purpose of monitoring Required permissions How monitoring works What can I monitor? How to filter sections? General information about Tickets Section closed Tickets today Closed Tickets today Status of Tickets today Assigned or In Progress status Waiting Ticket Agents Disconnect an inactive attendant Queues Tags Full Screen mode Additional articles Purpose of monitoring The monitoring functionality serves for the service manager to be able to track the real-time operation, from ongoing service to service times and agents' breaks. Based on the data from this functionality, it is possible to understand the current state of the operation and take necessary actions to optimize your service team. Note: It is important to highlight that, due to user session expiration, monitoring on BLiP may stop updating after one day of inactivity. This means that the support manager will need to refresh the page and log in again, if necessary, to resume real-time operation monitoring. Required permissions To access the monitoring screen, it is necessary to have the following permission in the system: helpdesk > View or View and Edit. How monitoring works The monitoring functionality considers all the interactions of the current day in real-time. In other words, you can only see what has already happened on that day and what is currently occurring when the functionality is open. The data is automatically updated every 15 seconds, but if you want to update manually, just click on the circle icon with an arrow in the upper right corner. Important: When the data is equal to 0, meaning the total or average is 0, the system will display ZERO according to the unit of measurement. If it is time, it will show 00:00:00, and if it is an absolute number, it will show 0. If there is not enough data to display, the system will show only the "-" symbol. Note: It is not possible in this functionality to view data from days before the current day; for that, use the reports functionality. To access the monitoring functionality, follow these steps: Access your portal; Select the company where your chatbot(s) is/are located; Next, choose the chatbot for which you want to configure; Then, go to the "Ticket" menu; And then the Monitoring menu. What can I monitor? You can monitor various information simultaneously on this screen. Among them, you will find 8 sections: Real-time interactions; Status of agents; Closed Tickets today Status of tickets today Tickets in service; Tickets in the queue Agents; Queues; Tags. We will explore each of these sections and views below; before that, it is important to understand the applicable filters in this functionality. How to filter sections? You can apply a queue filter that will filter all sections. To view one or more specific queues, simply open the filter and select the queues you want to analyze. In the sections "Assigned/In service," "Agents," "Queues," and "Tags", you can apply an agent filter to see one or more specific agents. Just open the filter and select the agents you want to analyze. In the section "Waiting for service," you cannot apply an agent filter as tickets in this view have not been assigned to an agent yet. If there is any filtered agent, the tag will change color to gray, indicating that those filters are not active in this section. In the section "Agents," you can apply a status filter to see agents in one or more specific statuses. Just open the filter and select the statuses you want to analyze. General information about Tickets In this section, you will find the following general information about tickets: Tickets in the queue: quantity of tickets in the service queues. This considers the total number of tickets that have not been assigned from all the queues in this bot or from the filtered queues. Maximum time waiting in the queue: This metric shows the longest time a customer has been waiting in the queue to be assigned to an agent. If there are no customers in the queue, there will be no time to show, and the system will display only the "-" sign. Maximum time waiting for the 1st response: In this metric, you will see the maximum time a customer is waiting to receive the first contact after being assigned to an agent. If there are no customers waiting for the first response, there will be no time to show, and the system will display only the "-" sign. Tickets in service: Total quantity of tickets currently in progress. These are tickets that have been assigned or pulled by the agent and have received the first response but have not been closed yet. Average tickets per agent: This metric represents the average number of tickets currently assigned to agents. Section closed Tickets today This section focuses on displaying the number of agents in each system's base status, where: Online: Agents who are active and ready to receive new tickets. On break: Agents who are on some break, either the standard break or a custom break such as lunch, bathroom, etc. and therefore, are not available for new tickets. Invisible: Agents who are inactive and cannot receive new tickets. Closed Tickets today In this section, you will find data related to ticket handling times and statuses, including: Times Average total wait time: this metric represents the average time a customer takes to receive the first response. It is the difference between the moment the request is distributed to a service queue until the moment the agent sends the first response. The calculation of this metric considers only the times of tickets closed on the day, which have already been removed from the agent screen. Before calculating the times, the system separates these tickets into two groups: tickets closed without human intervention, i.e., tickets assigned to an agent that were closed without any agent interaction, and tickets closed after having received attention. And the closed tickets that had service. For tickets that did not have service, it will consider as wait time, the time it took from ticket creation to closure, as the customer waited all this time for service and did not receive any. For those that had service, it will consider the time between ticket creation and the first response. Finally, the system adds the times of both groups and divides by the total closed tickets, resulting in the total average wait time. Average Response Time: this metric shows the average time it takes for agents to respond to customer messages. The calculation of this metric considers only tickets that had at least one complete interaction between the customer and the agent, i.e., tickets where the customer sent a message and the agent responded, closed on the same day, and already removed from the agent screen. Average Time to 1st Response: this metric shows the average time it takes for agents to send the first message to the customer after they are assigned to the agent. The calculation of this metric considers only the times of tickets closed on the day that received a first response from the agent and have already been removed from the agent screen. In other words, if a ticket was created and closed without the agent's response, it will not be considered in the calculations. Average Ticket Handling Time: this metric provides the average duration of service, considering from the moment the agent sends the first message to the customer until the completion of the service. The calculation of this metric considers only tickets closed on the day, which have already been removed from the agent screen. Status of Tickets today This section focuses on showing the quantity of tickets based on their system base statuses: Lost: Tickets closed by the customer while still in the ticket queue and not yet assigned to an agent. For customers to exit the ticket before being assigned to an agent, it is necessary to configure this condition in the flow of your intelligent contact. Learn more at this link. Abandoned: Tickets closed by the customer after being distributed or pulled by an agent. For customers to exit the ticket after being assigned to an agent, it is necessary to configure this condition in the flow of your intelligent contact. Learn more at this link. Another form considered an abandoned ticket is when the ticket is closed due to customer inactivity, and to make this happen, it is necessary to enable the configuration in the portal and in the builder. Learn more at this link. Completed: Interactions that the agent concluded or transferred to another queue or agent. Closed: Corresponds to the sum of lost, abandoned, and attended tickets. Assigned or In Progress status In this section, you will see all tickets that have already been assigned to an agent and the tickets that are in progress. Additionally, it is possible to access the profile of the customer who is being assisted and also transfer them to another agent or queue. Here you can search for a specific ticket and choose how many tickets you want to see per page, as well as navigate between pages to view interactions. Each row represents an interaction and will provide the following information: Queue Wait Time: shows how long the customer waited in the queue before being assigned to an agent. Time to 1st Response: time that the agent took to send the first message to the customer. Customer: Displays the customer's name and next to it a person icon, which, when clicked, will direct you to the profile page of this customer on the desk. Queue: Shows which queue the customer is currently being assisted in. Agent: Shows which agent this ticket has been assigned to. Time in Service: brings the time that this ticket has been in interaction. Ticket Number: and displays the ticket number for that interaction, and next to it an icon with arrows, which is used to transfer the ticket. Clicking on it will show a modal, and you can choose where you want to transfer the ticket. Note: The interaction presented in this section will turn yellow whenever a customer is waiting for the first response from the agent. Once the agent sends the first message to the customer, the line will return to the standard color. Waiting Ticket In this section, you will see all the tickets that are in the tickets queue and have not yet been assigned to an agent. Additionally, it is possible to access the profile of the customer who is being assisted and also transfer them to another agent or queue. Here you can search for a specific ticket and choose how many tickets you want to see per page, as well as navigate between pages to view interactions. Each row represents an interaction and will provide the following information: Time in Queue: shows how long the customer has been waiting in the queue to be assigned to an agent. Customer : shows the name of the customer, and next to it, a person icon. By clicking on it, you will be directed to the profile page of this customer on the desk. For the name to be displayed correctly, it is necessary to configure the name capture in the flow of your intelligent contact. Queue: Shows in which queue the customer is waiting for interaction. Ticket Number : Displays the ticket number for that interaction, and next to it, an icon with arrows, which is used to transfer the ticket. By clicking on it, a modal will be displayed, and you can choose where to transfer the ticket. Priority: Shows the priority assigned to that ticket. Agents In this section, you will see all the tickets that have already been assigned, separated by agent. Here you can choose how many tickets you want to see per page, as well as navigate between pages to view the tickets. It is also possible to filter this view by the agent's status. Each line represents an agent and will bring the following information: Agent: Shows who is responsible for the tickets. Tickets being handled: shows how many tickets are currently being handled by this agent. It considers all assigned tickets, even if they have not yet received the first response. Average response time: displays the average time the agent takes to respond to a customer message. Average Ticket Handling Time: andhis metric shows the average duration of the agent's interactions, considering from the moment the agent sends the first message to the customer until the end of the interaction. Disconnect an inactive attendant In some operations, it is common for the attendant to forget to change their status due to some day-to-day eventuality. As a manager, you can also disconnect an attendant with an online status, but who is unavailable to carry out assistance and, in this way, ensure that new tickets are only redirected to agents active in the operation. After clicking on the button indicated in the image above (in the “Actions” column), a message will be displayed on the attendant's screen, informing that their status will be changed (see image below) within 1 minute, if the attendant clicks on the button “I'm answering ” the status change will not be carried out. Important informations: Tickets that are already in service will not be automatically redirected after the status change. If the same attendant is providing services to bots under different contracts, the message will not be displayed and its status will only change on the Monitoring screen, i.e., this attendant will continue to receive tickets. Queues In this section, you will visualize all tickets separated by queue. Here you can choose how many tickets you want to see per page, as well as navigate between pages to view the tickets. Each line represents a queue and will bring the following information: Queue: Shows the name of the queue where the tickets are distributed. Tickets waiting: shows how many tickets are waiting in the queue to be assigned to an agent. Tickets in progress: shows how many tickets are currently being handled by this agent. It considers all assigned tickets, even if they have not yet received the first response. Average Wait Time: displays the average time a customer waits in the queue before being assigned to an agent. Average response time: displays the average time the agent takes to respond to a customer message. Average First Response Time: andhis metric shows the average time agents take to send the first message to the customer after being assigned. The calculation of this metric considers only the times of tickets closed on the day that received a first response from the agent and have already been removed from the agent screen. In other words, if a ticket was created and closed without the agent's response, it will not be considered in the calculations. Average Ticket Handling Time: This metric represents the average duration of queue attendances, considering the time from when the agent sends the first message to the customer until the completion of the attendance. Tags In this section, you will view all completed tickets separated by tags. It's important to know that if a ticket has more than one tag, it will appear more than once. In other words, for each tag assigned to it, it will count once, and the times will be considered in all tags assigned to the ticket. Here you can choose how many tickets you want to see per page, as well as navigate between pages to view the tickets. Each line represents a tag and will provide the following information: Tag: Shows the name of the tag registered in the system. Completed Tickets: shows how many tickets were completed with that tag. Average Ticket Handling Time: This metric represents the average duration of Interactions that were completed with that tag, considering the time from when the agent sends the first message to the customer until the completion of the attendance. Accessing the conversation, transferring, and closing a ticket through the monitoring screen In the monitoring screen, you can also access the conversations your agents are having with customers, transfer this conversation to another agent, or finish the attendance if necessary. You can access the support tickets in two sections of this screen: ""Tickets in service"" and ""Tickets in queue." To view the details of your chosen ticket, simply go to one of these sections and click on the line representing the selected ticket. A side window will then appear with the information about the chosen ticket. In this window, you will find information about: Ticket status Queue Agent Complete ticket conversation Additionally, you can also transfer this ticket to another agent by clicking on the icon with two arrows in the upper right corner. Afterward, a dialog box will appear for you to choose whether you want to transfer the ticket to another queue or to another agent. Simply click on "Transfer," and your ticket will be successfully transferred. You can also conclude a ticket in this window by clicking on the checkmark icon in the upper right corner. By doing this, a dialog box will be displayed for you to choose whether you want to add tags to this ticket. After that, click on "Finish", and your ticket will be closed. Full Screen mode You can also display your monitoring in full-screen mode to project it onto a larger monitor or TV. To do this, click on the square-dotted icon next to the data refresh icon. To exit full-screen mode, simply press the "ESC" key or click again on the icon next to the data refresh icon. The data displayed in full-screen mode includes the section "Real-time Interactions," "Agent status," "Tickets Closed Today," and also a new section "Tickets Opened per Hour," showing the average number of tickets opened per hour on the current day. There you go! Now you are familiar with all the metrics on the monitoring screen to help you track and improve your operation. Additional articles Tickets Reports Data Extractor (Data Access) Calculating Support Metrics For more information, visit the discussion on the subject at our community or videos on our channel. 😃 Related articles Sending WhatsApp Active Messages on Blip Desk User Closing Tickets How to Create Custom Reports Satisfaction Analysis Data Extractor (Access to data)