Dashboard
Surbo Chat Dashboard Overview
Welcome to your control center! Whether you're an Agent, Team Lead, Manager, or Admin, this is where you’ll track performance, manage efficiency, and make smarter support decisions.
What’s the Dashboard?
The Surbo Chat Dashboard gives you a bird’s-eye view of how your customer support team is performing. It’s packed with real-time KPIs, graphs, and filters so you can monitor everything from chat volume to agent productivity — all in one place!
Dashboard KPI Reference Table
| KPI Name | Description |
|---|---|
| 🗨️ Number of Chats | Total chats handled by the account |
| 📅 Average Chat per Day | Daily average of chats managed |
| 🙋 Chats Taken | Number of chats picked up by agents |
| ✅ Chats Resolved | Total chats marked as fully resolved |
| 🔁 Number of Transferred Chats | Chats forwarded to other agents or teams |
| ⏰ Missed Chats | Chats closed due to no agent availability (peak hours) |
| 📧 Email Sent | Number of emails sent to customers |
| 👤 Unique Customers | Count of individual customers who initiated chats |
| 🔄 Average Interaction | Average number of messages exchanged in a chat |
| 🕒 Average First Response Time | Time taken to respond when a chat is first assigned |
| ⏳ Average Response Time | Average time taken to respond throughout a session |
| 💬 Average Session Time | Average chat duration between customer and agent |
| 🟢 Average Online Duration | Average time an agent stayed online |
| ⭐ Feedback | Average customer feedback rating |
| ⛔ Session Timeouts | Chats ended automatically due to delayed response |
| 🚪 Chat Closed by Visitor | Chats ended by customers themselves |
| 🙈 Agent No Response | Cases where agents did not respond after assignment |
| 🔥 Priority Customer Chats | Chats marked with high priority |
| 👥 Group Chat – Initiated | Number of group chats started |
| 🗣️ Group Chat – Attended | Number of group chats responded to |
| ⌛ Average Waiting Time | Time customers waited before an agent responded |
| 📩 Offline Queries | Chats/messages received while no agent was online |
| 🚨 Chat Missed in Queue | Chats that were missed while in queue |
| 🕶️ Customer Timeout in Queue | Customers who left the queue after waiting too long |
| 🚫 Chat Declined | Chats actively declined by the agent |
| 🔁 Reopen Chats – With Interaction | Reopened chats with active follow-up from customer or agent |
| 🔄 Reopen Chats – Without Interaction | Reopened chats without any follow-up activity |
Filters That Help You Focus
Use these filters to drill down into what matters most:
-
Date Range: Default is the past 7 days
- Click 15 days, 30 days, or set a custom range
-
Channel Source: Choose from WhatsApp, Web, RCS, Truecaller, Messenger, Line
-
User Filters:
- Admins/Managers/TLs: See team-wide stats or individual reports
- Agents: Can only view their own metrics
Once you've selected your filters, click the Submit button to refresh the dashboard. Reports can be downloaded if needed for meetings, user logging details, performance reviews, or audits!
Visual Graphs for Smarter Insights
Data is great. Visual data is better. The dashboard includes graphs that make trends easy to spot:
| Graph Type | What It Shows |
|---|---|
| 💬 Chat Report | Daily volume of chats handled |
| ❌ Chat Termination | Chats ended by agent or customer |
| 📥 Chat Queue | Chats waiting while all agents were busy |
| 🌐 Availability | Agent online durations |
| 🔔 Push Notification Report | WhatsApp push messages – Sent, Delivered, Seen |
| 🕓 Hourly Chat Count | Volume of chats per hour |
| 😊 Sentiment Analysis | Gauge customer mood based on interaction tone |
These visuals help identify spikes, highlight performance gaps, and track overall productivity over time.
Dashboard Use Cases (for each Role)
| Role | What You Can Do |
|---|---|
| 🧑💼 Admin | View all team KPIs, apply filters, download reports |
| 👥 Manager / Team Lead (TL) | Monitor your team's performance, compare individual agents |
| 👨💻 Agent | Track your own performance and improve response times |
Pro Tips to Make the Most of the Dashboard
- 💡 Check daily to catch performance issues early
- 📈 Use graphs to present in reviews or reports
- 🔄 Compare performance across channels to optimize your team’s focus
- 🧪 Test response time and chat handling before launching a campaign