Velaxe
LiveConnect — Omnichannel Inbox for Web Chat, Social DMs, SMS/WhatsApp & Email | Velaxe

LiveConnect

Build InsightLake dashboards for LiveConnect

Track FRT/ART, deflection, containment, handoff, CSAT, and sentiment over time.

15 min Beginner Support Analytics, Supervisor Updated Sep 1, 2025
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Overview

Track FRT/ART, deflection, containment, handoff, CSAT, and sentiment over time.

Prerequisites

None.

Permissions required

analytics:read

Downloads & Templates

Sample dashboard JSON

Spec

Steps (3)

Estimated: 15 min
  1. 1

    Connect data

    Analytics 5 min Back to top

    Ensure LiveConnect emits events to InsightLake; verify dataset freshness.

    Tips

    —

    Validation

    —

    Success criteria

    —

  2. 2

    Import tiles

    Analytics 6 min Back to top

    Add tiles for sessions/day, FRT/ART, handoff rate, containment, CSAT, sentiment trend.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Alert on anomalies

    Supervisor 4 min Back to top

    Create alerts for SLA breach spikes and negative sentiment surges.

    Tips

    —

    Validation

    —

    Success criteria

    • Supervisors receive timely alerts; dashboards reflect live data.

About this guide

LiveConnect brings every customer conversation into one queue—web chat, Instagram/Facebook DMs, WhatsApp/SMS, Telegram, and email handoff—so teams never miss a moment. Agents work faster with AI reply drafts, KB suggestions, and one-click ticket creation in Agent Desk. Supervisors manage skills routing, concurrency, SLAs, and wallboards. All messages, files, and actions are logged to Chronicle; attachments are virus-scanned via SecureStore. Built on Chat Core orchestration for reliable routing, triage, and guardrails.