Understanding Other Dashboards in Radar
A Dashboard is an information management tool that translates complex data into graphical patterns that are easily understandable. It uses charts, graphs, and tables to bring important insights to light, helping people make informed decisions. Dashboards are the fundamental components of the Radar application.
In this article, we'll discuss about 4 important dashboards that help accomplish the following goals:
- Knowledge Base dashboard - Gauging and improving the knowledge base efficiency.
- Instant Messaging dashboard - Optimizing operations in the Instant Messaging platform.
- API dashboard - Ensuring API consumption is within the acceptable limit.
- Community Dashboard- Monitoring and Managing user community.
You can find these dashboards under the other dashboards folder in Radar.
The rest 8 dashboards are grouped under the static folder. See also Understanding static dashboards in Radar.
1. Knowledge Base Dashboard
A knowledge base is a repository of self-help information. It comprises help articles and FAQs that your customers can browse through to get their doubts cleared. A well-built and continuously improved knowledge base can answer your customers' initial inquiries, freeing up your agents for other pressing issues.
To evaluate the effectiveness of your knowledge base and to optimize it, you need to track some critical metrics; The KB dashboard helps you with just that.
The dashboard can be filtered to display data from a specific time period. If you have a multilingual KB, you can view the stats of different languages KBs here.
Component | Description | Uses |
Article metrics overview | Total number of articles, likes, dislikes, feedback, and article usage count displayed as cards | Analyze the effectiveness of your KB by tracking its user engagement. |
Help center keyword search stats | The number of popular and failed keywords represented in a donut graph with the keywords listed below. | While popular keywords can tell you what doubts your users often have, failed keywords can tell you what information to include in your knowledge base in future. |
Likes/ dislikes of registered users | Number of likes, dislikes and reactions from registered users visualized in a multi-line graph. | Analyze and improve the user engagement of your knowledge base. |
Article usage metrics | Number of articles referenced in requests and the no of requests visualized using horizontal bars. | Discover how often your agents use articles to solve customer queries. |
Most referenced articles | List view of the articles that have frequently been referenced in tickets. | See which articles effectively helped agents solve tickets. |
Trending articles | List view of articles with most number of views, likes, and dislikes in separate tabs | Improve the quality of your knowledge base by improving the most disliked articles. |
2. Instant Messaging Dashboard
Instant Messaging in Zoho Desk lets you provide fast and reliable support on popular IM apps like Whatsapp, Instagram, Messenger, Line, WeChat, and more.
Since IM requires a new level of speed and spontaneity in service when compared to other traditional support channels like email, it can be a challenge for managers to keep track of and analyze the performance of this channel.
The IM dashboard provides an ideal and elegant interface to track all conversations and metrics pertinent to the channel. With creative data visualizations and built-in graphic views, the dashboard helps you analyze and manage conversation inflow, organize outgoing messages and conduct business intelligence from the same page.
You can filter this dashboard by channel and time frame. Here, channel refers to an individual IM app.
Component | Description | Uses |
Conversation by status | The number of conversations assigned and the ones that are unassigned at every hour/day over a course of time plotted in a bar graph | Focusing on and reducing the number of unassigned conversations each hour/day will drastically improve your services quality. |
Conversations by contact | The number of conversations by new and existing IM contacts over a course of time is represented in a wave chart. | Analyze the quality of your IM support with insight on your acquisition rate and how well you retain existing customers. |
Agent metric | A tabular view of attended conversation count, average pickup time, average first response time, and average response time of each agent. | See how your agents are performing with respect to the IM channel. |
Session metric | A Line chart representation of the average pickup, response and first response time. | Helps to evaluate the overall quality of your IM support. |
Message summary | The number of incoming and outgoing responses over a course of time depicted as a multi-line graph. | Can give your insights about the proactiveness and effectiveness of your IM support. |
3. API Dashboard
Zoho Desk APIs connect the help desk to other applications, they transmit data seamlessly between the two apps ensuring non intermittent communication.
For optimal performance of APIs, Zoho Desk sets a cap on the number of API calls that can be made daily. When this limit is exceeded, the APIs stop working, disrupting communication and causing service interruptions.
Managers can steer clear of such situations by continually monitoring the API usage via the informative visual interface presented by the API dashboard.
You can customize the dashboard to display stats from a specific time period.
Component | Description | Graphical Views | Uses |
API Usage | An overview of the number of API calls made, unused call count, the daily average and daily usage limit. | Donut | Helps you track usage and adhere to the limit. |
API calls by Zoho Services | The number of calls made by each Zoho service | Donut, Bar, Pie, Table | Know which Zoho service makes the most number of calls. |
API calls by external services | The number of calls made by each external service. | Donut, Bar, Pie, Table | identify which services are consuming the most API resources |
API calls by desk custom functions | The number of calls made by the various custom functions in Desk. | Donut, Bar, Pie, Table | Helps to track and remove unnecessary calls. |
API calls by Zoho Desk entities | The number of calls made by the various entities from within Zoho Desk. | Donut, Bar, Pie, Table | Understand how APIs are used inside Zoho Desk |
Most used APIs | The number of times each API was called. | Donut, Bar, Pie, Table | Can give you insights about APIs that are frequently used, so you can keep enhancing their performance. |
API calls by access points | The number of API calls made from various access points | Donut, Bar, Pie, Table | See which access points make the most API calls. |
API calls by users | The number of API calls each user made. | Donut, Bar, Pie, Table | Identify the prolific API users. |
API usage trend | The number of API calls made over a course of time | Table, bar line | Recognize patterns in API usage. |
Read about each component in detail in here
4. Community Dashboard
A community is an online forum or space for people to discuss or debate a particular topic. You can use Zoho Desk to create a community for your customers where they can exchange tips and tricks, ask and answer questions, and share ideas. It can also act as a customer support channel for agents to engage with customers and provide solutions.
Benefits of hosting a user community
- Increases customer engagement and loyalty
- Helps customers find solutions proactively
- Agents can probe deeper into customer issues
- An excellent source to gather feedback and requirements
Because of the benefits discussed above, it's important to keep your user community bustling. The community dashboard in Radar helps ensure this by providing a simple, graphical interface to monitor user engagement metrics for the entire community or for specific topic types like questions, ideas, problems, and so on.
The community dashboard has the following components:
Component | Description | Uses |
Community stats | A statistical overview of community engagement. | Indicates community health. |
Activity trend | A trend line graph that compares the total number of posts created in your forums vs. the total number of replies left underneath it. | A higher ratio of replies to posts could suggest that users are actively engaging with each other's questions and comments, fostering a sense of community and collaboration. |
Unique user participation trend | A smoothed line graph that shows uniquer user participation over a period of time. | If the number of unique visitors doesn't drop, but their participation levels have gone down, then your users may be finding their questions answered. |
Topic traffic by type | Sliced pie representation of the traffic for each topic type i.e., discussions, questions, ideas, problems receive. | The increases in traffic in a particular topic type can help you unearth important customer problems. For example, increased traffic in problems can signify that many users are facing issues, while increased traffic in questions might indicate that your knowledge base is inefficient. |
Stats by topic type | Uses a combination of graphs to show how each topic is performing. | Helps identify the most and least popular topic type. |
Available Time Filters: The dashboard can be filtered to view stats from the previous week, month, or year. For more information on this dashboard read Community Views: Dashboard and Recent Posts
Viewing Dashboards
To view dashboards in Radar, you must first enable it in the Radar store.
To enable dashboards
- Tap the menu icon in at the bottom of your screen. Here, you'll find the enabled insights.
- Tap the (+) icon. This will take you to the radar store.
- In the Radar store, scroll down and toggle on Dashboards.
Or
- Tap the setting icon at the bottom of your screen.
- Select Radar store.
- Scroll down and toggle on Dashboards.
Dashboards will be enabled and added to your home screen.
To access dashboards
- On your home page, swipe left or right until you reach the dashboards grid.
To make dashboards your home page
- Tap the menu icon at the bottom of your page.
- In the insights grid, press and hold down dashboards and move it to the front.
Dashboards will now become your home page.
Customizing the Dashboards Page
The dashboards page displays a grid of the dashboards available in Radar. You can customize this page to display only the dashboards you frequently check, and remove the others.
To customize the dashboard page
- Tap the filter icon in the top right.
- In the select the dashboards page, you will find dashboards sorted into appropriate folders.
- Tap a folder to view the dashboards within it.
- Select a dashboard by tapping on it. ( tap it again to unselect. )
The selected dashboards will be added to the dashboards grid.
Or
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