Resort Operations · MERLIN

Live Agent Performance — Summary

Executive view of how MERLIN is handing off to live agents, how well those chats are handled, and where the friction is.

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Total MERLIN Chats
0
0 reached an agent
CSAT
—
0 rated chats
Booking Revenue
—
Booking outcomes not in dataset
Booking Conversion (High-Intent)
—
Booking outcome not in dataset

What the numbers are telling you

Auto-insights
  • Low bot containment (0.0%)
    0 chats needed an agent. Review knowledge gaps to raise deflection.

Deep dive

Agent Performance
AHT trend, activity, CSAT and takeovers per agent
Chat Volume
Trends, channel mix, peak hours & hand-off triggers
Chat Explorer
Every conversation — searchable transcripts

Chat Trend

Routing Funnel

Step 1
0
Chats Initiated
0% of total · All MERLIN chats started in this period.
Step 2
0
Agent Offered
0% of total · Hand-off prompt shown (agents online & capacity available).
Step 3
0
Agent Handled
0% of total · An agent owned at least one reply.
Step 4
0
Re-routed
0% of total · Chat had to be transferred (manual or auto).
Step 5
0
Closed
0% of total · Chat reached a terminal closed state.