How does the Agents dashboard work?

In this article, we will explore in detail the Agents Dashboard, an essential tool for managing and enhancing communication between hotels and travelers, provided by Asksuite. Understanding how this panel works is crucial to ensure efficient and satisfactory service for your travelers.

Topics

Benefits

Overview

Conclusion

Benefits

The Agents Dashboard offers a range of benefits to hoteliers looking to improve their communication with travelers:

• Centralized Management: All interactions with travelers can be managed from a single location, making the process more efficient.
• Overview: The dashboard provides an overview of chats, allowing you to track the status of each conversation and take action promptly.
• Average Response Time: You can measure the average time agents take to respond to travelers, ensuring swift service.
• Detailed Statistics: You will have access to detailed statistics for each agent, aiding in individual performance evaluation.

Overview

⚠️ Important: Data will only be recorded in the dashboard in the Agents tab if you have the chat  distribution enabled in your company. To learn more about how to activate this feature, please access our article How does the Chat distribution work?

1. Funnel of Chats

The Agents Dashboard presents a "Funnel of Chats" that provides valuable insights into the state of interactions with travelers. This funnel includes:

• Total Chats: Refers to chats assigned to agents based on the Human Request tag.
• In Progress: Indicates chats assigned to agents who have already taken over the conversation.
• Chats Waiting In Line: These are chats assigned to agent but that have not yet received any intervention.
• Finished Chats: Refers to chats assigned to agents that have already been completed.

2. Average Time for the First Reply

This metric is crucial for evaluating the efficiency of service. It measures the average time an agent takes to take over the chat from the moment it is assigned based on the rules of the Chat Distribution tool.

3. Agent-specific Chat Statistics

In this section, you will find detailed information about the performance of each agent. This includes:

• Agent's Name
• Total Chats
• In Progress
• Waiting in line
• Finished Chats
• Average Time to first reply
• Total Sold

Additionally, the Dashboard offers a valuable feature that allows you to view more details about each chat assigned to the agent. To access these details, simply click on the eye icon next to the name of each agent in the table. This will open a second table presenting essential information, including:

• Chat Status
• Platform
• Whether the traveler requested human assistance
• Time for the agent's first reply
• Date and time of the traveler's last message
• Date and time of the agent's last message
• Link to the live chat conversation

Conclusion

With the Agents Dashboard, the management of chats becomes much easier and more effective. The centralization of interactions and access to detailed metrics help hoteliers provide high-quality service to travelers.

If you have any questions or need more information, do not hesitate to contact our support team. We are here to help you simplify direct communication between hotels and travelers and make your experience with us exceptional.