Engage Voice | Intro to Digital analytics dashboard

The Digital analytics dashboard is a component of Digital 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 and can be accessed by selecting Digital analytics in the left-hand navigation bar while in the Analytics app. The dashboard is the first place you arrive and is available at the top of the left nav bar.

Individual widgets make up the dashboard that can display your information in numbers, charts, and graphs. Some of the widgets can be configured or customized. For example, you can set customizable targets for the indicators in your widget depending on your desired results.

There are also filters in the dashboard 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 also set the time period for the data you want to examine, depending on whether you need to see historical or current data.

Finally, the dashboard includes three sections: Activity, General Performance, and Quality. We’ll discuss them further below.

Activity

The activity section shows the volume of message traffic and agent activity. This section 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 cases, the total number of hours agents have been logged in to the system, and the number of unread messages and opened cases. 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 may want to analyze the performance of a specific team. You can filter by the team name to see the number of open and closed cases for that team. You can also examine the backlog of unread messages and cases currently being processed by that team.

General Performance

The general performance 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 of agents in closing cases and sending message replies. You can also assess the efforts needed by agents to resolve closed tickets or message threads.

For example, you may want to analyze the number of replies that agents make per hour on an email channel. In this case, you can filter by the email channel or 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 number of replies per hour for individual agents.

Quality

The quality 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 cases are closed. A positive survey indicates that a customer is satisfied with the resolution of the issue.

This section 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 may 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 cases.

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: