Getting started with the IM Dashboard
Dashboard - One place to monitor all your conversation 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 track of incoming and outgoing messages
- Valuable data and 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".
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 the 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's 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 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
- Telegram
- LINE
To summarize, 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.
Read a feature story: A good dashboard tells a story! ↗
Read a feature story: Utilize the WhatsApp credits dashboard to analyze your business conversations ↗
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
Zoho FSM Video Tutorials
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Analyze Instant Messaging Data in Zoho Analytics
Overview Instant Messaging is a core module in Zoho Desk that captures customer conversations from channels such as WhatsApp, Instagram, Facebook Messenger, Telegram, LINE, and more. Zoho Desk includes a built-in IM Dashboard that gives you a ...Getting Started with IM Inbox
Manage all your customer messages from one place. The IM Inbox brings all your customer conversations into one unified space, whether they’re messaging you on WhatsApp, Instagram, Facebook Messenger, or Telegram. With one powerful interface, your ...Integrating Telegram with Zoho Desk
Telegram Messenger Telegram is a cloud-based messaging application widely used by businesses to communicate with their customers. By integrating Telegram messaging app onto the Zoho desk dashboard you can also expand your customer services through ...Working with the Business Messaging SDK for iOS
You can handle your customer questions instantly from a dedicated Business Messaging channel facilitated by Zoho Desk's IM Module. This feature allows businesses to promote the latest trends, track their sales, and much more. The Business Messaging ...Measuring Customer Happiness in Instant Messaging
Getting genuine, useful feedback after a chat support interaction shouldn't feel forced for you or your customers. With Zoho Desk, you can gather honest feedback without interrupting the conversation flow. This guide covers how Customer Satisfaction ...
New to Zoho LandingPage?
Zoho LandingPage Resources