Active chats8
207
live + waiting + bot
Waiting4
42
in queue
Median FRT6s
47s
first response
Missed 24h2
30
abandoned wait
CSAT0.8pp
75%
rated chats
Bot contain2pp
40%
weighted flows
Started vs resolved
Live Chat Floor · weekly
StartedResolved
W3 Widget redesign liveW5 VIP queue 24×5W8 Checkout bot v2W10 SSO customer spike
Waiting by age
42 in queue
13
<1m
11
1–3m
11
3–5m
7
>5m
Highest wait risk
Forecast engine
| Queue | Proj | Risk |
|---|---|---|
| Success | 2m | 63% |
| VIP | 0.4m | 60% |
Hottest live chats
priority · wait
| Chat | Topic | Queue | Wait | Agent |
|---|---|---|---|---|
| C-1312 | Webhook retries for admin | Mobile app | 8.7m | |
| C-1318 | Dashboard blank post migration | Trial convert | 7.5m | |
| C-1244 | Inventory lag after deploy | EMEA Support | 6.9m | |
| C-1286 | Inventory lag urgent | Mobile app | 5.3m | |
| C-1042 | SSO checkout fail | VIP | 4.0m | |
| C-1452 | Inventory lag checkout step 3 | VIP | 4.0m | |
| C-1416 | Api rate limit on mobile | Social chat | 3.4m | |
| C-1355 | Timezone wrong checkout step 3 | SMB Sales | 2.8m |
Floor health
occupancy · response
59%
occupancy
Live active101
Waiting42
Unassigned60
Overloaded agents10
Root-caused alerts
symptom → cause → fix
Do this next
scored from forecast · load · VIP
#163
Staff Success
Queue depth 3
63% impact
#278
Staff VIP
Queue depth 3
60% impact
#3100
Transfer in: Oakley E.
Occupancy 0%
91% impact
#492
Transfer in: Omar F.
Occupancy 25%
84% impact