Overview

After creating a project, go to the LiveDesk Overview page to view conversation data statistics for the project, including unresolved conversations, customer service status within the project, conversation traffic, conversation data by agent, and the team conversation statistics panel. This provides an intuitive and clear view of the current service status within the project.

Active Conversations

Displays the real-time number of active conversations, active tickets, and the monthly activity trend for the current project. Active conversations/tickets are defined as conversations/tickets with message sending and receiving activity.

• Period-over-period comparison: N days in the current month vs. N days in the previous month
• Year-over-year comparison: N days in the current month vs. N days in the same month last year
• Monthly active value: By default, the monthly active data for the most recent 12 months (including the current month) is used; that is, the data from the last day of each month.

New Conversations

• New conversations: The total number of conversations sent by users starting from 00:00 in the organization's time zone
• User messages: The total number of messages sent by users starting from 00:00 in the organization's time zone
• AI Agent reply messages: The total number of messages replied to by the AI Agent starting from 00:00 in the organization's time zone
• Human Agent reply messages: The total number of messages replied to by the Human Agent starting from 00:00 in the organization's time zone

Human Agent

• Open: The current number of all conversations with the status "Open"
• Unassigned: Conversations not assigned to a team or agent
• Unhandled: The total number of conversations today for all Human Agents or the specified team that are in Open status and have no human replies
• In progress: The total number of conversations today for all Human Agents or the specified team that are in Open status and have at least one human reply
• Snoozed: The current number of all conversations with the status "Snoozed"

AI Agent

• Hand-off: The number of conversations where the AI transfers the conversation to a human agent
• AI-Active: The total number of all conversations in Pending status
• Unhandled: The total number of conversations in Pending status with no AI reply messages at all (this situation generally does not occur unless the AI service is abnormal)
• In progress: The total number of conversations in Pending status with at least one AI reply message
• Hand-off Rate: The rate at which human agents take over conversations = number of conversations taken over / total number of conversations

Conversation Analysis

• Proportion of new conversations by channel: Starting from 00:00 in the organization's time zone, the number of newly created conversation IDs originating from each channel
• Proportion of resolved conversations by channel: Starting from 00:00 in the organization's time zone, the number of conversation IDs whose status changed to resolved, originating from each channel

Conversation Traffic

Displays the number of conversations within a 24-hour period by time window.

Agent Work Analysis

• Agent analysis:

  • Open: The total number of conversations under this agent today that are in Open status
  • Unhandled: The total number of conversations under this agent today that are in Open status and have no replies (AI replies are also counted as replies)
  • In progress: The total number of conversations under this agent today that have replies and are in Open status
  • Resolved: The total number of conversations under this agent today whose status changed to resolved
  • Positive rating rate: Among the ratings received today for conversations under this agent: [Satisfied + Very satisfied] / [Satisfied + Very satisfied + Neutral + Unsatisfied + Very unsatisfied]
  • Online duration: The amount of time this agent was in "Online" status today
  • Busy duration: The amount of time this agent was in "Busy" status today

• Team analysis:

  • Number of agents: The current number of agents on this team
  • Average online time: Today, the total "Online" status time of all agents on this team / number of team members
  • Average busy time: Today, the total "Busy" status time of all agents on this team / number of team members
  • Unhandled: The total number of conversations on this team today that are in Open status and have no replies at all
  • In progress: The total number of conversations on this team today that are in Open status and have generated agent reply messages
  • Resolved: The total number of conversations on this team whose status changed to resolved today
  • Conversation positive rating rate: Among the ratings received today for conversations under this team: [Satisfied + Very satisfied] / [Satisfied + Very satisfied + Neutral + Unsatisfied + Very unsatisfied]

• AI Agent:

  • Number of reply messages: The total number of reply messages generated by this AI Agent today
  • Points consumed: The total number of points consumed by this AI Agent today
  • Tokens consumed: The total number of tokens consumed by this AI Agent today
  • Unhandled: The total number of conversations under this AI Agent today that have no replies at all and are in Pending status
  • In progress: The total number of conversations under this AI Agent today that have AI Agent replies and are in Pending status
  • Resolved: The total number of conversations under this AI Agent today whose status changed to resolved
  • Conversation positive rating rate: Among the ratings received today for conversations under this AI Agent: [Satisfied + Very satisfied] / [Satisfied + Very satisfied + Neutral + Unsatisfied + Very unsatisfied]

Customer Insights

Based on AI recognition data, statistics on customer sentiment and issue classification are generated in real time.

• Customer sentiment recognition: Statistics on the request classification data of messages sent by customers today
• Customer issue types: Statistics on the type classification data of messages sent by customers today