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With the Connected Chats Status Dashboard,
see chat durations, hold times, current sentiment scores, and which agents are handling
interactions.
Use the dashboard
To use the dashboard, follow these steps:
In the CCAI Platform portal, click Dashboard > Advanced
Reporting. If you don't see the Dashboard menu, expand the window
horizontally until the Dashboard menu appears. The Advanced Reporting
Landing Page appears.
Click Chats Connected. The dashboard appears.
Filter your results using the following fields:
Queue Name: by the queue name
Agent Name: by the agent Name
Chat ID: by the ID of the chat
Language: by the language assigned to the queue
Interaction type: by the type of interaction— for example,
Messaging (WhatsApp) or Messaging (SMS)
Teams: by one or more teams
Location: by the location of the agent
Answer Type: by whether the chat was manually or automatically
answered
Answered By: by whether the chat was answered by a virtual
agent or human agent
Direction: by the direction of the interaction
Click Update.
Table
This dashboard contains the following metrics table. Hold the pointer over a
table heading to see its description.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThis dashboard displays key metrics for connected chats, including durations, hold times, sentiment scores, and agent activity.\u003c/p\u003e\n"],["\u003cp\u003eAccess the Connected Chats Status Dashboard by navigating to \u003cstrong\u003eDashboard > Advanced Reporting\u003c/strong\u003e in the CCAI Platform portal.\u003c/p\u003e\n"],["\u003cp\u003eFilter chat data within the dashboard by various parameters, such as queue name, agent name, chat ID, language, interaction type, teams, location, answer type, answered by, and direction.\u003c/p\u003e\n"],["\u003cp\u003eThe dashboard features a table with detailed metrics for connected chats, allowing users to hover over headings for descriptions.\u003c/p\u003e\n"],["\u003cp\u003eThis feature is subject to the "Pre-GA Offerings Terms" in the General Service Terms section, meaning it's available "as is" and may have limited support.\u003c/p\u003e\n"]]],[],null,["# Connected chats status dashboard\n\nWith the **Connected Chats Status Dashboard**,\n\n\nsee chat durations, hold times, current sentiment scores, and which agents are handling\ninteractions.\n\nUse the dashboard\n-----------------\n\nTo use the dashboard, follow these steps:\n\n1. In the CCAI Platform portal, click **Dashboard \\\u003e Advanced\n Reporting** . If you don't see the **Dashboard** menu, expand the window\n horizontally until the **Dashboard** menu appears. The **Advanced Reporting\n Landing Page** appears.\n\n2. Click **Chats Connected**. The dashboard appears.\n\n3. Filter your results using the following fields:\n\n - **Queue Name**: by the queue name\n\n - **Agent Name**: by the agent Name\n\n - **Chat ID**: by the ID of the chat\n\n - **Language**: by the language assigned to the queue\n\n - **Interaction type** : by the type of interaction--- for example,\n **Messaging (WhatsApp)** or **Messaging (SMS)**\n\n - **Teams**: by one or more teams\n\n - **Location**: by the location of the agent\n\n - **Answer Type**: by whether the chat was manually or automatically\n answered\n\n - **Answered By**: by whether the chat was answered by a virtual\n agent or human agent\n\n - **Direction**: by the direction of the interaction\n\n4. Click **Update**.\n\nTable\n-----\n\nThis dashboard contains the following metrics table. Hold the pointer over a\ntable heading to see its description.\n\n- **Connected Chats**: details about connected chats"]]
Update.