Accessing the Monitoring Dashboard

To access the monitoring dashboard, you will need to log into the Blip portal. Please note that only Blip Go! admins can make these changes.

Blip portal access: https://blipatendimentotrial.blip.ai/application

Select the builder with the Desk variable, as shown in the image below.

Go to the top menu and select the [Support] section. This will open a left-side menu. Select the [Monitoring] option. In this section, you will find all the monitoring data for your Blip Go! account.

Note: All the data in this section can be filtered by Queue.

In the Tickets section, you will be able to see:

• Number of tickets in the queue, waiting for attention
• Maximum wait time for a user in the queue waiting for attention
• Maximum wait time for a user to receive the first response
• Number of ongoing tickets (that have already received the first response)

• Average number of tickets per agent

In the Agent Status section, you will be able to see:

• Number of agents online
• Number of agents on break
• Number of agents invisible

In the Today section, you will be able to see:

• Average time a user waits in line waiting for service.
• Average time a user waits to receive the 1st response.
• Number of lost tickets, which were canceled by the user before being assigned to an agent.
• Number of abandoned tickets, which were canceled by the user after being assigned to an agent.
• Number of tickets handled that were finalized or transferred by an attendant.
• Total number of closed tickets is the sum of those abandoned and those attended to.

At the end of the table, in the last section you have an overview of all ongoing services, with relevant information:

• Time on the line
• First answer
• User
• Attendant
• Service time
• Ticket

Note: All data can be segmented and filtered according to the section, such as Assigned / In service (filtered by Attendant), Waiting for service (Ticket search), Attendants (filtered by Attendant and Status), Queues (filtered by Attendant), and Tags (filtered by Attendant).

By clicking on a conversation in progress, you can view its details. As administrators, you can transfer an ongoing conversation to a specific attendant or queue.
To transfer, select the conversation, and a window will open on the right side of the screen with more details. In the conversation header, click the [opposite arrows icon] button, and choose the transfer type:

• Transfer to service queue
• Transfer to attendant

Then, select the queue or attendant you wish to transfer the conversation to and click [Transfer ticket].
If you change your mind about the transfer, simply click [Cancel].

Full-screen Monitoring Panel
To access the monitoring panel, you need to go to the Blip portal. Please note that only Blip Go! admins can make this change.
Blip portal access: https://blipatendimentotrial.blip.ai/applicationSelect the builder with the variable Desk, as shown in the image below.

Go to the top menu and select the [Service] section. After that, a left sidebar menu will appear. Select the [Monitoring] option. In this section, you will have access to all the monitoring data of Blip Go!.

You can view the data in full-screen mode by selecting the [square icon] in the upper-right corner. All the data will be presented in a dashboard format and can be replicated on a larger screen.

For more information, visit the discussion on this topic in our community or the videos on our channel. 😃