Performance is a dashboard inside the Contact Center > Live Chat section that gives you an overview of how your human support team is handling escalated conversations. Track individual agent metrics, monitor daily throughput, check shift coverage, and understand which channels drive the most live-chat volume.Documentation Index
Fetch the complete documentation index at: https://semantiks.mintlify.app/llms.txt
Use this file to discover all available pages before exploring further.
The Performance dashboard currently displays sample data to preview the upcoming analytics experience. Live data integration is under active development and will be available soon.
Accessing Performance
Navigate to Contact Center > Live Chat > Performance in the left sidebar.Date range
At the top of the page, a date-range selector lets you choose between:- Last 7 days
- Last 30 days
- Last 90 days
KPI tiles
Six headline metrics appear at the top of the dashboard:| KPI | What it shows |
|---|---|
| Total Handled | Total conversations handled by your human support team |
| Avg First Response | Average time for a human agent to send their first reply after an escalation |
| Avg Resolution | Average time to fully resolve an escalated conversation |
| Team CSAT | Average customer satisfaction score across all agents |
| Online Agents | Number of agents currently with “online” status |
| Escalation Ratio | Percentage of total throughput that came from escalations |
Agent leaderboard
A table listing each human support agent with the following columns:| Column | Description |
|---|---|
| Agent | Name and avatar with a colored status dot (green = online, amber = away, gray = offline) |
| Handled | Number of conversations this agent handled |
| Avg First Response | Average first-response time for this agent |
| Avg Resolution | Average resolution time |
| CSAT | This agent’s average CSAT score |
| Trend | Performance trend compared to the previous period (▲ or ▼ with percentage) |
Daily throughput
A stacked bar chart shows the number of conversations handled vs. escalated per day of the week. This helps you:- Identify peak days for live-chat volume
- Understand the ratio of handled-to-escalated conversations
- Plan staffing around high-volume days
Shift coverage
An area chart displays the number of agents online by hour of the day (in 2-hour intervals). Use this to:- Verify that staffing levels match demand patterns
- Identify coverage gaps during high-traffic hours
- Optimize shift schedules
Channel mix
A pie chart breaks down live-chat volume by channel (e.g., WhatsApp, Instagram, Web, Messenger). This shows you where your users prefer to interact and helps you prioritize channel-specific improvements.Common workflows
- Optimize staffing — Compare the shift coverage chart with the daily throughput chart to ensure you have enough agents online during peak hours.
- Coach agents — Use the leaderboard to find agents with above-average resolution times or below-average CSAT, and provide targeted training.
- Channel strategy — Review the channel mix to decide where to invest in automation vs. human support.
- Track team improvement — Switch between 7-day, 30-day, and 90-day views to monitor whether KPIs are trending in the right direction.