Live Monitoring for Chat Campaign

3 min

The Live Monitoring screen for the Chat Campaign features several monitoring widgets/graphs

Metric	Data Point	Description
Users	Users Assigned, Users LoggedIn.	Total count of users assigned and logged on to this campaign.
Chats Queued	Count of Queued Chats.	Shows the count of chats that are queued.
Chats Per User	Average count of chats per user.	Number of connected chats per number of agents who have Auto Chat status on.
Auto Chat	Auto Chat ON, Auto Chat OFF.	Count of users who have their Auto Chat status turned on or off for receiving chats automatically.
Chat Instances	Total Available Instances, Total Occupied Instances.	Shows the count of chat instances that are available and occupied.

The bottom section displays the live chats in three tabs.

Note: Ongoing Chats refers to chats that are currently live and in communication between the customer and agents.

Tab	Description	Sorting
Active Chats	Shows all chats that are currently active in the entire campaign.	Default Sort (max chat elapsed time first), Elapsed Time (Descending), User Name (Ascending).
Active Chats (Per Agent)	Shows the active chats per agent.	Default Sort (max chat elapsed time first), User Name (Ascending), No. Of Ongoing Chats (Descending), No. Of Ongoing Chats (Ascending), Show Only Users With Ongoing Chats.
Queued Chats	Shows the chats that are waiting in the entire campaign queue.	Default Sort (default order of requesting time), Requesting Time (Ascending), Requesting Time (Descending).

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