Getting started with the IM Dashboard

Getting started with the IM Dashboard


Dashboard - One place to monitor all your Conversations Data

A dashboard is where your customer-centric teams can see all business data in a single view. You can view all your customer conversations, discover insightful metrics, and organize outgoing messages based on customized labels. The IM dashboard includes a combination of data depicted in a variety of charts with built-in graphical views of the key CSAT indicators.

The dashboard helps support teams to understand the inflow of incoming customer queries and also evaluate your team's performance, besides providing them with instant resolutions.

How does a dashboard benefit you and your customer service teams?

The benefits of an IM dashboard include:
    •    Quickly validate your team's efficiency
    •    Keep a track of incoming and outgoing messages
    •    Valuable data/insights at your fingertips
    •    CSAT report gist
    •    Increase in CSAT% 

How to access the IM Dashboard

The dashboard can be accessed from a section on the Inbox tab > titled ‘Dashboard’. Steps to access ->
    1.    Click on IM (Instant Messaging).
    2.    Select Dashboard.


How to analyze your data

The dashboard helps customers to analyze data in order to improve the query response time and also make sure that agents are treating your customers right.


Dashboard settings

    1. Monitoring conversations

This data shows the number of engaged conversations and the number of incoming conversations to be picked up by your agents.

 

Metrics

Definition

New contact(s)

Number of conversations assigned to the inbox that have not received any response from the agents.

Existing contact(s)

The contacts that have been created with existing conversations and tickets.



    2. Summary Count

The message summary data shows the conversation count based on the status which will help you analyze your team's performance.

Metrics

Definition

Incoming (messages)

Total number of incoming messages assigned to a conversation regardless of who is handling it.

Outgoing (messages)

The number of messages that have been sent by the agents as responses to customer's query. It can either be for a new query or an existing query.



    3. Supervising support teams

This data shows the number of conversations that are already engaged and the number of incoming conversations to be picked up by your agents.

Metrics

Definition

Attended

Number of conversations that have been assigned to your team members.

Unassigned

Number of conversations that are available in the inbox, but yet to be assigned to a team member.

Total

Total number of conversations including both the assigned and the unassigned conversations.



    4. Metrics drill down

This is the data visualization of the conversation count to showcase the channel usage and the messages that have been sent to and fro by integrating a particular channel.

Filter by

Definition

Integration channels

The channel that is integrated with the IM module.

Time duration

The time taken to resolve the customer queries .




      5. Session Metrics

This is the data visualization of the average time agents take to respond to the customers. This is similar to the phrase “speed to answer” (response time). This is the average of the response time within each session messages in a conversation.

Metrics

Definition

Average pickup time


The total average time customers waited in the queue before an agent accepted their conversation.

Average response time

The total average time for the responses in a conversation.

Average first response time

The total average time for the first responses across an engaged customer conversation.


       6. Agent Metrics

The Agent metrics shows a table with the agent's KPIs that the lead/manager can use to guide agents and understand the overall team's performance.

Metrics

Definition

Attended

(Total of both Attended & Reopened)

Incoming conversations that are addressed by agents. Customer-to-Agent connection begins at this point.

Reopened


The conversations that are re-initiated by the customers/agents.


Avg pickup time, Avg first response time and Avg response time
The total average time customers waited in the queue before an agent accepted their conversation, the total average time for the first responses across an engaged customer conversation and the total average time for the responses in a conversation.


Filters for the conversation data

Users can select filters ranging in time periods or concerning a particular channel to analyze data to understand and monitor their team's response time to customer's queries.
 
The available time/duration filters are:
    •    Last 24 hours
    •    Today
    •    Yesterday
    •    Last 7 days
    •    Last 30 days
    •    Last week
    •    Last month
    •    Current week
    •    Current month
    •    Custom



The available channel filters are:
    •    All Channels
    •    WhatsApp
    •    Telegram
    •    WeChat
    •    LINE



To summarise, dashboards are used to analyze data so that the team's productivity and their performance can be evaluated in a single view, which can then be used by leads (decision-makers) to make the overall support experience better.


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