The Dashboard provides a complete view of the support team's performance, customer interactions, and service quality. It visually represents data related to chats, tickets, response times, and customer satisfaction ratings to help track performance. The Dashboard is divided into two parts:
1. Conversations
The Conversations view provides insights into all customer chats with support activities in real-time. It ensures that every customer is being addressed and no conversation is left unaddressed.
- Agents
It shows the availability of agents in real-time such as online, away and offline.
- Tickets
It provides a view of all the support issues raised by customers or agents. It includes high priority, unassigned, and overdue tickets.
- Conversations
It tracks the progress of the chats to identify the pending responses. It helps improve the response speed and efficiency.
- Response Speed
It measures how quickly agents respond to chats or customer queries. It improves performance evaluation.
- Total Chats
It provides a complete view of the total chats handled within a selected time period.
- Chat Details
It showcases a visual circular chart categorizing all chats. It includes resolved chats, unassigned chats, chats on bot, and open chats.
- Total Ticket Raised
It displays the total number of tickets raised within a selected time period.
2. CSAT Ratings
It tracks customer feedback and satisfaction through ratings to evaluate both bot and agent preference over time. It analyses how effectively both bots and agents meet customer satisfaction. You can customise the view according to the below time frames: - Today - Last 7 days - Last 30 days - Custom
- Total Number of Ratings
It shows the total customer feedback received from chats within the selected time frame.
- Percentage Breakdown of Ratings
It show all ratings breakdown in percentage to identify overall service quality at once.
- Average Rating %
It displays the average rating in percentage based on all ratings received.
- CSAT Response
It provides a visual view of customer responses categorised as Great, Average and Poor.
- Average Start Rating - Bot
It shows the average start rating given to bots by customers.
- Star Rating % Segregation
It shows a circular visuals of the percentage distribution of 1 to 5 star ratings.
- Average Star Rating - Agent
It shows the list of agents with their rating and comment given by the customers.
- Leaderboard
It shows rank agents based on their CSAT scores.
