Dashboards

A dashboard is an effective tool that helps users visualize and manage information by analyzing various metrics with applied filters. To create a customized dashboard, start by defining your objectives. From there, simply drag and drop metrics or "insights" from the sidebar onto the dashboard to review performance and create a display that is tailored to your specific needs. With this approach, you can easily track progress and stay on top of key performance indicators in a visually engaging way.

Creating dashboard from scratch

Step 1: Go to the "Analytics" section and click on the "Create Dashboard" button.

Step 2: Choose a name for your dashboard and click "Create" once you have made your decision. This will save your dashboard and allow you to move on to the next step of the process.

Quick Refresher on metrics

Sessions: These metrics provide an overview of team or user statistics in relation to conversations. With over 27 different metrics available, users can gain valuable insights into their agents' performance, enabling them to visualize and analyze data more effectively.

Activities: This category includes information about agent login/logout and productivity. You can monitor metrics such as total away duration, session duration, and the type of break taken by agents.

CSAT: These metrics offer insights on customer satisfaction performance. They allow users and supervisors to review completion rates, CSAT scores, and response rates over a period of time, enabling them to identify areas for improvement.

Resource Utilization: This category gives users an overview of all organizational resources utilized, including the number of agents or channels. By tracking this data, users can optimize their resources and ensure maximum efficiency in their operations.

Sentiment: A sentiment metric is a type of metric used to analyze and measure the emotional tone of conversations or feedback. It can be used to determine whether a customer's sentiment is positive, negative, or neutral based on their language and tone. By monitoring sentiment metrics, businesses can gain valuable insights into their customers' feelings and improve their overall customer experience.