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 Team Member. 




App Dashboard


The app dashboard comes with multiple widgets each displaying a different metric. 


App dashboard shows you,


Team Members

Displays the number of team members online and a count of those available on IntelliAssign.

  • Online: Team mates who are logged into their Freshchat profile and have the tab open but are active on a different tab.

  • Active on IntelliAssign: Team mates who have marked themselves active on IntelliAssign.




Inbox

Displays the total number of conversations that are unassigned, assigned, and assigned but team member's haven't responded yet. 


  1. Unassigned for "2 mins" - Conversations which have not been not assigned to any team member for more than 2 mins.

  2. Assigned & not replied in "2 mins" - Conversations which were assigned to team members but the team members didn't send a reply within 2 mins.

  3. Assigned - Total number of conversations currently assigned to team members.



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 team members 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 team mate at 1.00pm and they respond at 1.02pm, the First response time is 2 mins.


2. Response Time - The time taken by team members 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 a team member at 2.00pm, they responds to the first message from customer at 2.02 pm. The customer messages back at 2.05pm, the team member 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 team members (regardless of how long it was unassigned).

For eg: If a chat is assigned to a 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 a team member 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 a team member at 2.15pm and the team member 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 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.


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 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 on 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 between the volume of incoming conversations versus resolved conversations, 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. 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.




Team Member Dashboard


In addition to team member availability, conversation status and your team’s responsiveness you can also track the following for each team member 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 team members 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).