Getting started with the IM Dashboard
Dashboard - One place to monitor all your Conversations Data
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?
• 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
1. Click on IM (Instant Messaging).
2. Select Dashboard.
How to analyze your data
Dashboard settings
1. Monitoring conversations
|
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
|
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
|
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
|
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
|
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
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
• All Channels
• Telegram
• LINE
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