Is it possible to find the number of users who entered the chat channel, waited in the queue to be connected to an agent, but left on their own?
Yes. To view the number of users who abandoned a web messenger channel conversation, you can create an SLA Policy from your company's configurations and monitor the abandoned conversation count.
Refer to Service Level Analysis to learn more about SLA analytics.
Where can we see the time difference between a message sent in the chat and the response given to that specific message?
To see the duration that human agents or clients spend in the conversation waiting for an answer, you can check the Average Agent Wait Time or Average Client Wait Time in the detailed reports.
Refer to the MindBehind Live Detailed Report for further information.
Is it possible to compare the performance of departments based on their queue times?
Yes. You can use the Queued Conversation Performance Report to gain detailed insights into conversations that were queued when no agents were available to respond.
This report allows you to:
Monitor and evaluate queue performance per department
Identify peak hours and traffic patterns
Optimize staffing levels to reduce customer wait times
Is role-based access control available? As a manager, can I view metrics for all agents, or only for those on my team?
Yes. Role-based access control is available in MindBehind Live. Here’s how it works:
Account administrators can access all account data and create department administrators.
Department administrators can only view metrics for their assigned departments.
Agents cannot access reporting pages.
Refer to MindBehind Live User Management for further details.