TUGI offers both Real-Time Monitoring and Performance Dashboards - your central hub for tracking performance, activity, and support operations in real time. This section provides a clear overview of key metrics to help you stay informed and make data-driven decisions.

The Real Time Monitoring Dashboard ("RTM") shows the real-time data of last 12 hours.

The Real Time Monitoring Dashboard ("RTM") refreshes every 15 seconds.

OPEN TICKET STATUSES

The Open ticket statuses section displays the current status of tickets across different stages in real time.

Unattended, Ongoing, On Hold, Pending, and Solved - reflect live, up-to-the-minute counts and update automatically as tickets are created or move between statuses.

TEAM ANALYSIS

The first section of Team Analysis in the RTM Dashboard shows how many team members are online.

• Agents and Specialists need to be logged in to a shift in the Agent Workplace to be shown as online.
• For Team Leaders, online status is shown when they have logged in TUGI.

TEAM ACTIVITY

• User name: User's full name in TUGI
• User type: User's role in TUGI.
  • AI Agent: AI Agent.
    • AI Agent's online time is not measured, as it is always online.
  • Agent: Customer Support Agent.
  • Specialist: Specialist/2nd line agent.
• Status: The user's shift status in TUGI. 
  • Online: User is logged in to Agent Workplace shift.
  • Offline: User is logged out of Agent Workplace shift.
  • Inactive: User is logged in to Agent Workplace shift, but set their shift status as “offline”.
• Online time: Online time in the last 12 hours - how long the user has been logged in to a shift in the Agent Workplace.
• TA: Ticket Acceptance. If auto-assignment feature is turned on, this metric counts on how many tickets that were offered to the agent were accepted, declined or ignored.
  • A: Accepted: A ticket was offered to the agent in the agent workplace, and they accepted it from the button.
  • D: Declined: A ticket was offered to the agent in the agent workplace, and they rejected it from the button.
  • I: Ignored: A ticket was offered to the agent in the agent workplace, and they ignored it - they either picked another ticket from the agent workplace queue or another agent picked up the ticket before they acted on the offered ticket.
• Ongoing tickets: The number of ongoing tickets.
• Messages sent: Number of messages sent to players.
• Escalations: Number of escalations.
  • Agent: Number of escalations sent
  • Specialist: Number of de-escalations sent
• CSAT: Customer Satisfaction Rating.
  • Metric is x/5, 1/5 being the lowest, and 5/5 being the highest.
• APPH: Activity per hour.
  • Counted as: Total number of messages sent+escalations user has made per productive hour in the last 12 hours.
  • E.g., An agent has worked 8.2 productive hours over the last 12 hours, and made 151 actions (messages sent + escalations). 151/8.2 = 18.4 APPH

The Dashboard allows you to customize your view using a range of filters. These filters help you narrow down data and focus on the insights that matter most. 

The dashboard filters can be found in the top of the Dashboard. Modifying these affect Ticket Data and Performance Data, but not “Live Data” section in the Dashboard.

Filter Options

• Brand: Filter metrics by your selected brand(s).
• Category: Filter by ticket or service category.
• User Type: Filter by user roles.
  • Agent
  • AI Agent
  • Specialist
• User: Filter by a specific user — choose the agent from the dropdown menu.
• Channel: Filter by communication channel.
  • Chat
  • Email
• Language: Filter by language of interaction.
• Time: Filter by a selected timeframe.

Time Filters

• Default: Last 7 days
• Pre-set Options:
  • Last hour
  • Last 8 hours
  • Last 24 hours
  • Last 7 days
• Custom Range: Choose any date range you want to review.

Measurement Type

• Average: Calculated as Sum ÷ Count — represents the overall mean value.
• Median: The middle value in a sorted list — less affected by outliers.

Active Filters Display

All the filters you’ve selected are displayed below the filtering boxes, so you can easily see and adjust your current dashboard view.

TICKET DATA

The Ticket Data section provides insights into ticket activity, including ticket creation, closure rates, categories, and languages. These metrics help you analyze trends and understand your team’s performance over a selected timeframe.

Download report -button downloads an Excel file with the selected filtered data in the Performance Dashboard.

Created Tickets

Shows the number of incoming tickets created by players via chat and email.

• The total number of created tickets is displayed in the top-left corner.
• By hovering over the chart, you can view the exact number of tickets created on a specific date or time.

Closed Tickets

Displays how many tickets were moved to the Closed status during the selected timeframe.

• The total number of closed tickets appears on the chart.
• On the right side, you can see a comparison to the previous timeframe, helping you track performance changes over time.

Example:
If your selected timeframe is 1–30 September:

• –33% → There was a 33% decrease in closed tickets compared to 1–31 August.
• +33% → There was a 33% increase in closed tickets compared to 1–31 August.

Ticket Categories

Understand which types of tickets are most common.

• On the right, a pie chart visualizes the most popular categories.
• On the left, a table lists the top categories and their percentage share of all tickets.
• By clicking a category name, you can drill down to view more details about its sub-categories.

Ticket Languages

See which languages tickets are most frequently submitted in.

• At the top, a half-donut chart shows the distribution of ticket languages.
• Below, a table lists the most common languages along with their percentage of total tickets.

PERFORMANCE DATA

On the right side of each metric, you’ll see a comparison to the previous time frame. For example, if the selected period is 1.–30.9., a value of –33% means there was a 33% decrease in the metric compared to the previous time frame (1.–31.8.), while a value of +33% indicates a 33% increase during the same comparison.

• First response time (chat): Measures how long it takes for an agent to send the first response in a chat after it has been received.
• First reply time (email): Measures how long it takes for an agent to send the first reply to a newly received email ticket.
• Handoff time (chat): Measures the time from when an AI Agent escalates a chat from “Unattended” to when a Human Agent changes the status to “Ongoing.”
• First contact resolution (FCR): Indicates the percentage of issues resolved during the first contact, without requiring any follow-up from the customer or additional responses from the support team.
• Response time (chat): Measures how long it takes for an agent to respond to individual messages within an ongoing chat conversation.
• Reply time (email): Measures how long it takes for an agent to respond to messages within an ongoing email thread after the initial reply.
• Handling time: Measures the total time an agent spends actively handling an ongoing conversation from start to finish.
• Resolution time: Measures the total time from when a ticket is created until it is marked as solved and not reopened.
• CSAT (Customer Satisfaction Score): Measures the level of customer satisfaction with the support interaction, based on feedback provided after the conversation is resolved. Shown as a number, as CSAT is offered 1-5 stars feedback.
• Rating response rate: Indicates the percentage of resolved tickets that received a customer rating compared to the total number of resolved tickets.

Below the performance metrics, there is a chart that provides a visual overview of the selected metric over time. From the dropdown menu in the top-right corner of the chart, you can choose which metric to display. This allows you to explore specific performance trends in more detail — for example, by viewing how First response time (chat), Resolution time, or CSAT have changed during the selected period. You can hover your mouse over the selected date or time, to see the metric.

This upcoming dashboard allows you to view the AI Agent's performance.