Track What Matters with Real-Time Metrics
Monitor critical customer service metrics in real-time. Track FCR, response times, CSAT scores, conversation volume, and agent performance with comprehensive analytics dashboards that drive data-informed decisions.
Essential Performance Metrics
Track the KPIs that define customer service excellence.
First Contact Resolution (FCR)
Track how often issues are resolved in the first interaction without requiring follow-up conversations or escalations for quality insights.
Median Response Time
Monitor agent response speed and efficiency with median response time metrics across teams, departments, and individual agents.
Average Conversation Length
Track conversation duration and resolution time to identify efficiency opportunities and optimize agent productivity.
Message Volume Tracking
Total messages processed across all channels with breakdowns by hour, day, week, and month for capacity planning.
Active Conversations Count
Real-time count of ongoing chats across all channels, departments, and agents for workload visibility.
Assigned vs Unassigned
Queue status and workload distribution showing assigned conversations, unassigned waiting, and available agent capacity.
Conversations per Department
Team workload breakdown and distribution across departments (Sales, Support, Billing) for resource allocation.
Conversations per Agent
Individual agent workload and capacity tracking showing active conversations, daily volume, and concurrent chat handling.
Customer Satisfaction Ratings
CSAT scores and feedback collection with post-chat surveys, ratings tracking, and satisfaction trends over time.
Comprehensive Metric Categories
Track speed, quality, and volume across all dimensions.
Speed Metrics
- First response time - Initial reply speed
- Median response time - Ongoing efficiency
- Average handle time - Total resolution time
- Queue wait time - Before assignment
- Agent pickup time - Accept to first message
- Time to resolution - Complete issue solving
Quality Metrics
- CSAT ratings - Customer satisfaction scores
- FCR rate - First contact resolution percentage
- Conversation length - Duration tracking
- Resolution quality - Issue solve accuracy
- Customer feedback - Survey responses
- Reopen rate - Conversations requiring follow-up
Volume Metrics
- Total conversations - Overall volume
- Messages sent/received - Communication volume
- Active chats - Current ongoing count
- Visitor traffic - Website visitors
- Channel distribution - Volume by platform
- Peak hour analysis - Busiest periods
Advanced Analytics Features
Powerful tools for data-driven decision making.
Real-Time Dashboard
Live metrics updating continuously with current performance data
Metrics: Active conversations, assigned/unassigned status, department breakdown, agent availability
Performance Benchmarking
Compare metrics against targets, historical data, and team averages
Metrics: Response time targets, resolution goals, CSAT benchmarks, volume trends
Capacity Planning
Forecast staffing needs based on conversation volume patterns
Metrics: Peak hour identification, seasonal trends, growth projections, resource allocation
Quality Monitoring
Track service quality across all customer interactions
Metrics: CSAT by agent, FCR rates, conversation quality, feedback analysis
SLA Tracking
Monitor service level agreement compliance in real-time
Metrics: Response time SLA, resolution time SLA, breach alerts, compliance rates
Department Analytics
Break down performance by team, department, or location
Metrics: Team comparisons, department workload, cross-team analysis, resource distribution
Metrics for Every Role
Insights tailored to different team needs.
Support Operations
Optimize team efficiency and performance
- Monitor response time across all agents
- Track FCR to improve first-time resolution
- Balance workload with assigned vs unassigned
- Identify bottlenecks in conversation flow
- Measure CSAT to gauge customer happiness
- Plan staffing based on volume patterns
Team Management
Lead your team with data insights
- View per-agent conversation counts
- Compare response times across team
- Monitor active conversations in real-time
- Track department performance metrics
- Identify coaching opportunities quickly
- Recognize top performers with data
Customer Success
Drive customer satisfaction improvements
- Track CSAT scores and trends over time
- Monitor conversation length for efficiency
- Measure FCR to reduce customer effort
- Analyze feedback for improvement areas
- Identify satisfaction patterns by channel
- Correlate metrics with business outcomes
Executive Reporting
Strategic insights for decision-making
- Overall message volume and growth trends
- Team performance at-a-glance dashboard
- CSAT and quality metric summaries
- Resource utilization and efficiency
- Channel distribution and preferences
- ROI measurement for support operations
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