To measure performance, we tend to rely on central values like averages and median to give us a rough idea of how the performance would be in a normal scenario.
Averages can give a fair picture when the data is huge and does not include heavy outliers. However, in real life, data contains heavy outliers and thus averages can be skewed, giving us a misleading picture. An additional option of median and 90th percentile values in dashboard, and display median values in our reports tends to solve that.
Median, or 50th percentile, is the middlemost value which means that half the times your performance was faster than this value and half the times worse. Medians are not skewed by the values of outliers.
90th percentile tells you that 90% of times your performance was better than this number but 10% of times it was slower. So this number sets a realistic expectation with customers.
Yes, you can track the number of conversations that were resolved with various labels over the current day. As labels can be used to denote various operations/services/types of requests you receive, you can track the volume of such requests over the day.
The Dashboard gives a real-time overview of all the current activities in your account. It is customised according to your Freshdesk Messaging plan and provides a visual summary of your team’s performance. Dashboard helps you measure speed of response, monitor conversation trends, view average resolution time, and deep dive into any agent’s workload. It also gives you information on agent availability.
There are two types of Dashboard views available in Freshdesk Messaging based on your account plan: Basic and Advanced. Only Pro and Enterprise plan users have access to Advanced dashboard.
On the Dashboard, you will be able to view the number of incoming conversations on a given day. You can also see hourly comparisons for:
Incoming conversations volume today vs the volume on the same day last week
Incoming conversations vs the resolved conversations for the current day. This will help you identity workload and roadblocks and allocate resources accordingly.