The dashboard provides a summary of your conversations in Dixa for the day in real time. It is reset every 24 hours at midnight UTC.

Each user can set the dashboard to display either all of the queues belonging to her Dixa account (all queues), or only the ones that you are assigned to (my queues). This is done using the toggle function in the top right-hand corner of the dashboard (greyed out on the image below).

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We'll run through the main components of the dashboard below.


Agents

This shows you the number of agents that are available on each channel for each queue. If there are no agents available for a channel, then the number will appear as 0 and a line will appear through the representative symbol until an agent becomes available for that queue and channel.


Conversations

Total

Shows every inbound conversation that has been offered to agents that day, regardless of channel.

Answered

The number of conversations which are successfully assigned to an agent in Dixa.

Timeouts

The number of timeouts (maximum waiting time in a queue before another action is triggered as set for each queue).

Abandoned

The number of abandoned conversations, defined as any conversation (phone, email or chat) that is closed before being assigned to an agent.


Average Waiting Time (AWT)

The average waiting time for all conversations in each queue: The length of time between conversations being offered to the queue and them being answered by an agent.


Average Handling Time (AHT)

The average handling time for all conversations in each queue: The average length of time that it takes to complete conversations from the moment they're assigned to an agent until they're closed.


Service Level Agreement (SLA)

Service level is your goal for a satisfactory time in which to answer a conversation. The Service Level Agreement is the percentage of conversations that are answered within a predefined amount of time.

For example: “We want to answer 80% of our support calls within 20 seconds”. If you get 10 calls and answer 9 of them within 20 seconds, you'd have achieved a service level of 90%.


Current Longest Waiting Time (LWT)

The longest time period that a customer has remained in each queue with an open conversation that is not assigned to an agent.