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Get a real-time visual summary of all the current activities in your Freshdesk Messaging account with our live Dashboard.
Click on the Dashboard icon in the left menu bar. You can see two types of dashboards - App and Agents.
|Note||Basic Dashboard with real time overview of incoming conversations, team inbox and speed of response is available from Sprout plan. Advanced Dashboard with team-performance insights is available only on Estate and Forest plans.|
The app dashboard comes with multiple widgets each displaying a different metric.
App dashboard shows you,
Displays the number of agents online and a count of those available on IntelliAssign.
Online: Teammates who are logged into their Freshdesk Messaging profile and have the tab open but are active on a different tab.
Active on IntelliAssign: Teammates who have marked themselves active on IntelliAssign.
Displays the total number of conversations that are unassigned, assigned, and assigned but agent's haven't responded yet.
Unassigned for "2 mins" - Conversations which have not been not assigned to any agent for more than 2 mins.
Assigned & not replied in "2 mins" - Conversations which were assigned to agents but the agents didn't send a reply within 2 mins.
Assigned - Total number of conversations currently assigned to agents.
Speed of Response
In this widget you can see the median, average, and 90th percentile values for first response time, response time, resolution time, and wait time for upto last 6 hours.
1. First response - The time taken by agents to send the first reply on a conversation from the time the conversation was assigned to them (regardless of how long it was unassigned).
For eg: If a conversation is assigned to a teammate at 1.00pm and they respond at 1.02pm, the First response time is 2 mins.
2. Response Time - The time taken by agents to respond to customer's each subsequent message after sending the first reply and before resolving the conversation thread (regardless of how long it was unassigned).
For eg: If a conversation is assigned to an agent at 2.00pm, they responds to the first message from customer at 2.02 pm. The customer messages back at 2.05pm, the agent responds back at 2.11pm. Then, the average response time would be 6 mins. Similarly, the median and 90th percentile is calculated.
3. Resolution Time - The time taken to resolve a conversation from the time it was assigned to agents (regardless of how long it was unassigned).
For eg: If a chat is assigned to an team member at 3.00pm and it was resolved at 3.15pm. The resolution time is 15 minutes.
4. Wait Time - The time taken by an agent to send the first message to the customer from the time the conversation was created.
For eg: Customer messaged at 2.00pm. The conversation was assigned to an agent at 2.15pm and the agent sends the first reply at 2.20pm. The wait time is 20 minutes.
The Customer Satisfaction widget displays the average CSAT rating based on all satisfactory interactions for the day. You can also see the percentage of satisfactory vs unsatisfactory customer interactions.
1. Rating (X/5) - The average rating received for all positive feedback (regardless of how many negative feedbacks are received).
For eg: 3 positive feedbacks are received (3,4,5) and 1 negative feedback is received. The rating would be 4.
2. Satisfactory interactions vs Unsatisfactory interactions
Yes % - The number of positive feedback compared to the total number of feedback
For eg: 5 feedbacks received, out of which 3 are positive. The Yes % would be 60.
Similarly, the reverse calculation is done for negative feedback.
This graph displays the volume of incoming conversations for the current day vs last week.
Important: The following widgets in the App Dashboard are available only from Estate plan in Freshdesk Messaging.
First Response Time
This graph displays the first response time for the current day versus last week as median, average, and 90th percentile values. Hover over the graph on any point to see the response time value.
This graph displays the response time for the current day versus last week as median, average, and 90th percentile values.
This graph displays the median, average, and 90th percentile values of resolution time as a graph between today and last week.
Comparing Incoming Conversation Versus Other Metrics
This graph provides a comparative view between the volume of incoming conversations versus resolved conversations, first response time, response time, and resolution time.
Using the label widget you can keep track of the various types of customer conversations for the day. This graph also displays the total count of each type of conversation. For instance, in the below example you can see the you have recieved 3 payment related queries and 1 refund related query between 5 and 5.30 PM.
In addition to agent availability, conversation status and your team’s responsiveness you can also track the following for each agent in this dashboard - how quickly they send a first response, reply to and resolve (close) conversations and the total number of conversations handled, messages sent and conversations resolved (closed).
You can view these values by filtering agents alphabetically, or based on who is online or is active on IntelliAssign.
You can also use the filter option to see these details for a particular team (group).