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Dashboard
Get a real-time visual summary of all the current activities in your Freshchat 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. |
App Dashboard
The app dashboard comes with multiple widgets each displaying a different metric.
App dashboard shows you,
Agents
Displays the number of agents online and a count of those available on IntelliAssign.
Online: Teammates who are logged into their Freshchat profile and have the tab open but are active on a different tab.
Active on IntelliAssign: Teammates who have marked themselves active on IntelliAssign.
Team Inbox
Displays the total number of conversations that are unassigned, assigned, and assigned but agents haven't responded yet.
Unassigned for "2 mins" - Conversations that have not been 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 up to the 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 customers' every 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 respond to the first message from the 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 between chat assignment to the time an agent sends the last message in the conversation (regardless of how long it was unassigned).
For eg: If a chat is assigned to a team member at 3.00pm and the last message was sent by the agent at 3:15pm, the resolution time is 15 minutes (irrespective of when the conversation was resolved).
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: A 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.
Customer Satisfaction
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 much negative feedback is 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 were received, out of which 3 are positive. The Yes % would be 60.
Similarly, the reverse calculation is done for negative feedback.
Incoming Conversations
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 the Pro (Estate) plan in Freshchat .
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 at any point to see the response time value.
Response Time
This graph displays the response time for the current day versus last week as median, average, and 90th percentile values.
Resolution Time
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 of the volume of incoming conversations versus resolved conversations. You can also get the graph for incoming conversation versus first response time, response time, and resolution time.
Labels
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.
Agent Dashboard
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 the 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).
