> For the complete documentation index, see [llms.txt](https://docs-conversational-ai.syntphony.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs-conversational-ai.syntphony.com/syntphony-live-agent-console/supervisor-workspace/index-1/metrics-and-definitions.md). # Metrics and definitions ## Metrics Details The Conversation Dashboard presents operational indicators from the web widget integrated with Syntphony Conversational AI. Supervisor users can view general and team-based metrics about managed, attended, and unattended chats, along with response times, handling times, and customer satisfaction levels. * **Refresh:** Allows refreshing the dashboard data. * **Date Range / Last 24 Hours:** Time range selector to filter metrics (last 24 hours, today, week, month, etc.). To review detailed agent analytics, open a team and inspect agent-level rows and detail view for response time, chat time, satisfaction, handle time, and resolution rate. *** ### General Metrics #### General System Concepts: For the detailed explanation of **Chat Record vs Chat**, including examples and screenshots, see [Archived Tab](/syntphony-live-agent-console/supervisor-workspace/archived-tab.md#chat-record-vs-chat). ### Dashboard Metrics | Metric | Description | Calculation / Behavior | | --------------------------- | ----------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Total Chats** | Total number of chats | Total number of chats handled by the agents, plus the unattended chats | | **Active Chats** | Number of chats currently active (in progress). | Sum of all active chats across all agents. | | **Unattended Chats** | Number of chats where a customer disconnected while waiting for an agent. | A chat is counted as unattended when handover was requested but no agent took the chat before the customer disconnected (voluntary or not). This includes events such as tab/browser close, app switch or home action on mobile, and voluntary customer exit while waiting. Unattended chats are also counted in case of reconnection. | | **Avg. Chat Time** | Average duration of a chat from the moment an agent takes it until it is closed for any reason. | Average of closing\_time - assignment\_time. | | **Avg. Response Time** | Average time an agent takes to accept a chat after the customer requests handover. | Average of assignment\_time - handover\_time. | | **Avg. Satisfaction Score** | Average rating given by customers after finishing a chat. | Average of ratings (0–5 stars) only on chats closed by agents that received a rating. | *** ### Team Metrics Each team groups agents with their own metrics and performance indicators. #### General Structure: | Field | Description | | ---------------------------- | ------------------------------------------------------------------------------------------------------------- | | **Team Name** | Name of the work team. | | **Number of Active Members** | Number of agents currently belonging to the team. | | **Total Chats** | Total number of chats handled by the team’s agents. | | **Unattended Chats** | Number of chats where customers disconnected (voluntary or not) while waiting for an agent before assignment. | | **Avg. Chat Time** | Average duration of chats handled by the team. | | **Avg. Response Time** | Average response time of the team’s agents. | | **Avg. Satisfaction Score** | Average satisfaction score obtained in attended interactions. | **Note:** An agent may belong to more than one team. In that case, the chats handled by that agent are reflected in the team where the chat originated. *** #### Agent Details (within each team) | Field | Description | | ----------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Name** | Agent’s name. | | **Chats** | Individual chats handled by the agent (including transfers). | | **Sat. Score** | Average rating (0–5 stars) obtained by the agent in the individual chats they participated in. If no ratings exist, it shows “N/A”. | | **Response Time** | Average time the agent takes to accept a new chat. The time is counted from when the chat enters “pending” until it is accepted by an agent via “Take chat” or automatic assignment. | | **Chat Time** | Average duration of chats closed by the agent. The time is counted from when the agent takes it until it is closed, either permanently or temporarily. | ## Related pages * [Dashboard](/syntphony-live-agent-console/supervisor-workspace/index-1.md) * [Chat counting and system behavior](/syntphony-live-agent-console/supervisor-workspace/index-1/chat-counting-and-system-behavior.md) * [Archived Tab](/syntphony-live-agent-console/supervisor-workspace/archived-tab.md) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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