Engage Voice | Using the dashboard

As you learned in Intro to Digital analytics dashboard, you can customize many of the widgets to reflect your target service levels. This article describes how to edit and customize widgets in the dashboard, including customizing the targets and goals that your business wants to achieve.
 
For widgets in the Quality section of the Digital analytics dashboard, you can specify whether metrics should be reported after applying your business hours. In most cases, applying your business hours will result in more valuable data since you will primarily want to measure agent performance during business hours. 
 
You can also learn how to use filters to refine the reporting range and statistics you see in the dashboard.

Customizing a widget

You can customize targets for many of the widgets by clicking on the Edit widget pencil icon and configuring the target in the Goal value field. A colored arrow indicates the reported result in relation to the result calculated for the previous period (of the same duration).
Customizing a widget
For some widgets in the Quality section, you can also choose to filter results according to business hours.

Specifying the use of business hours

For the widgets in the Quality section, you can specify whether to apply your business hours to the calculation of the metrics reported in the widget. When applying business hours, your response and intervention times are calculated using the opening and closing hours that you define in Engage Digital Admin, which you can access via the app switcher and navigating to Admin > Settings > Business hours
 
Typically, you’ll want to apply your business hours, because you don’t want to take into account the time elapsed outside business hours. To specify the use of business hours, go to the Quality section, click on the Edit widget pencil icon, and select Business Hours as On or Off
 
For example, let’s say your business hours are from 9am to 6pm. If a customer messages your business at 7am and an agent replies to them at 9.30am, the first response time for the intervention will be 2h30min if business hours are Off. When business hours are On, the first response time is reduced to only 30min. If, for example, your goal is a two-hour response time, this would be the difference between meeting and failing your goal.
Specifying the use of business hours

Using filters

You can use different filters to refine the reporting range and the statistics you see in the dashboard. Depending on the widget you are looking at, some or all of these filters will be displayed. Filters remain active as you change the widget you are viewing (when applicable).

Filter parameters in the dashboard

This section describes the parameters you can use to filter messages:
  • Period: Select a day, week, month, or custom period (1)
  • Back to today's date: Return to today’s date (2)
  • Start date: Specify a start date (selectable if custom is selected, 3)
  • End date: Specify an end date (selectable if custom is selected, 4)
  • Filter by source: Select one or more sources to refine the results (5)
  • Filter by category: Select one or more categories to refine the results (6)
  • Filter by team: Select one or more teams to refine the results (7)
  • Filter by agent: Select one or more agents to refine the results (8)
Using filters in Dashboard
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