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Engage Digital | Intro to the Dashboard

The Dashboard is a component of Analytics that provides supervisors and CRM managers with an overview of the main social media CRM performance indicators. The Dashboard helps you keep track of metrics, goals, and SLAs. The Dashboard is easy to access by selecting Analytics from the menu main. The Dashboard is the first place you arrive and is available at the top of the left-hand navigation bar.
 
The Dashboard is composed of individual widgets that can display your information in numbers, charts, and graphs. Some of the widgets can be configured or customized. For example, for some widgets you can set customizable targets for the indicators in your widget depending on your desired results. 
 
The Dashboard also provides a set of filters that you can use to see the data you need. For example, you may be able to filter by channel, category, team or agent, to retrieve only that specific data. You can set the time period for the data you want to examine, depending on whether you need to see historical or current data.
 
The Dashboard includes three sections:
  • Activity: This section shows the volume of message traffic and agent activity. This section of the Dashboard will help you gain insights into how many messages are coming into the system, and how those messages are being received and processed by agents 

    You can also see the number of open and closed conversations, the total number of hours agents have been logged in to the system, and the number of unread messages and opened conversations. By analyzing not only the message volume, but the activity of agents towards handling those messages, you can make future forecasts of message volume, and make decisions about how much staffing is needed, or how you allocate existing staff to handle messages from different channels in your contact center 

    For example, you want to analyze the performance of a specific team. You filter by the team name to see the number of open and closed conversations for the team. You also examine the backlog of unread messages and conversations currently being processed by the team
  • General Performance: This section shows metrics related to contact center performance and the productivity of agents in your contact center. This section measures productivity in several ways, including the productivity agents in closing conversations and sending message replies. You can also assess the efforts needed by agents to resolve closed tickets or message threads

    For example, you want to analyze the number of replies that agents make per hour on an email channel. You filter by the email channel. You view the replies per hour for all agents to establish an average across all agents using email to reply to customers. You can then filter by agent to see the numbers of replies per hour for individual agents
  • Quality: This section provides an overview of service quality, as measured agent response time to client messages, the percentage of actions meeting service quality targets, and the results from customer satisfaction surveys that customers complete after their conversations are closed. A positive survey indicates that a customer is satisfied with the resolution of the issue 

    The quality section of the Dashboard is an important area to customize so that the widgets reflect your businesses service quality targets such as the durations of the expected agent response periods, or goals for particular metrics 

    For example: you choose to customize the first response widget with a duration of 2 hours. A quality of service percentage of 100% will show that the first answers were sent in less than 2 hours in 100% of the conversations

Customizable indicators

You can customize the widgets in the Dashboard with target indicators that you define. A target represents a goal for a particular measurement that is evaluated in the widget against the actual data. While a widget may have a default target, your business may have a different target service level. 
 
Depending on your desired results, you can assign one of these color-coded targets to an indicator in a widget:
  • Green: Target met
  • Orange: Less than 10% below target
  • Red: More than 10% below target
You can set targets for the indicators in the following widgets:
  • Tickets closed per hour
  • Replies per hour
  • Contact rate
  • Average assignment time
  • Quality of service

Activity section

The objective of the Activity section is to show the volume of traffic and agent activity.
View of additional info when you hover your mouse over a group component
This table describes the data reported in the Activity section. 
Data Description Calculation method Applicable filters
Messages
Volume of messages forecasted, received, and actioned
Forecast: Average of the 2 previous equivalent periods
 
Received: Messages that have been received in the current period
 
Operated messages: Messages on which an action has been performed (replied, archived, assigned) in the current period
By channel
 
By category
 
Conversations Number of open and closed conversations
Open conversation: When the agent clicks on the Engage button (minus the cancellations)
 
Closed conversation: When the agent clicks on the ‘Solve/Complete’ button (conversations that are reopened are not taken into account)
 
For this indicator, we rely on the events of the audit log (action to engage, action to cancel conversation, etc.) and the date of these events
By channel
 
By team
 
By agent
 
Login time Total number of hours agents have been logged in to the system Corresponds to the total time the agent has been logged into the system (presence time)
By team
 
By agent
Backlog Number of unread messages and opened conversations (data from the last two months only)
New messages: Number of messages which currently have status of ‘new’ 
 
Opened conversations: Number of tickets currently being processed (active and open messages = in process + deferred)
 
The details of these two indicators can be found in Messages by Status
 
The backlog indicator can only be viewed in real time
By channel

By team

By agent

General Performance section

The General Performance section shows metrics reflecting the productivity of your contact center.
View of additional info when you hover your mouse over a group component
This table describes the data reported in the General Performance section.
Data Description Calculation method Applicable filters
Closed conversations / hour
Productivity of agents with regard to the number of conversations closed (not re-opened) per hour of total log time
Number of tickets processed in the period divided by the total number of hours active agents have been logged in
By channel

By team

By agent
Replies / hour Productivity of agents with regard to the number of replies sent per hour of total log time
Number of messages sent in the period divided by the total number of active agent attendance hours
By channel
 
By team
 
By agent
Replies per conversations Average number of agent messages per closed ticket not re-opened
Total number of web advisor messages for all tickets processed in the period, divided by the number of tickets processed in the period
 
If you have chat / mobile messaging, the number of messages per ticket will be much higher than an exchange on social networks. It is therefore advisable to filter by channel to study this indicator
 
By channel
 
By team
 
By agent
Contact rate Number of discussion threads with at least one comment from an agent in relation to the total number of discussion threads
The contact rate is the ratio of the number of threads without a conversation, and with at least one conversation
By channel
 
By category
 
By team
 
By agent

Quality section

The Quality section aims to provide an overview of service quality.
View of additional info when you hover your mouse over a group component
This table describes the data reported in the Quality section.
Data Description Calculation method Applicable filters
Average conversation first response time
Average time taken between publication of the first message of a client and the first agent reply
The calculated time corresponds to the time between the first client message and the first agent response of the conversation
By channel
 
By team
 
By agent
 
By category
 
By business hours
Quality of service
Percentage of actions meeting service quality targets
 
Each widget can be customized with a duration and a goal
 
Example: you customize the first response widget with a duration of 2 hours. A quality of service percentage of 100% shows that the first answers were sent in less than 2 hours in 100% of the conversations
Conversation opening: The agent clicks on the open button
 
First Contact: First response added to the ticket by an agent
 
Conversation closing: An agent clicks on the ‘close’ button
By channel
 
By team
 
By agent
 
By category
Client satisfaction When client surveys are configured in the platform, this metric reports the percentage of clients who report they are satisfied with the resolution of their issue, after a conversation was closed by the agent
The percentage of clients reporting they are satisfied with a customer service interaction, in a yes or no question about client satisfaction in a survey
By channel
 
By team
 
By agent
 
By category
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