As you learned in Intro to the 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, 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 primarily will 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).
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 conversation times are calculated using the opening and closing hours that you define in Admin > Settings > Business hours.
Typically, you 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 Editwidget pencil, and select Business Hours as On or Off.
For example, your business hours are from 9am to 6pm. If a customer messages your business at 7am and an agent replies to him/her at 9.30am, the first response time for the conversation 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.
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:
1. Period: Use this field to select a day, week, month or custom period
2. Back to today's date: Use this field to return to today’s date
3. Start date: Use this field to specify a start date (selectable if custom is selected)
4. End date: Use this field to specify an end date (selectable if custom is selected)
5. Filter by channels: Use this field to select one or more channels to refine the results
6. Filter by category: Use this field to select one or more categories to refine the results
7. Filter by team: Use this field to select one or more teams to refine the results
8. Filter by agent: Use this field to select one or more agents to refine the results