Dashboard & Reporting

Dashboard Overview

This module is accessible by Owners and Managers only!

When you logged into the platform, you will be greeted with the Dashboard screen by default. You can also access this module with the side navigation menu.

From the Dashboard, you will be presented with a variety of widgets to help you monitor your workforce and provide a comprehensive snapshot of what is happening in your Workspace.

Dashboard Widgets

There are 5 widgets in the Dashboard and each has a different purpose:-

Contacts
Team Members
Conversations
Merge Suggestions
Upcoming Broadcasts

Contacts

This widget will list all Contacts with an open conversation. Each Contact will show the display avatar, name, last message sent/received, duration since the conversation was opened and Contact assignee if available. This list is sorted by conversation duration, from longest to shortest.

Clicking on the Contact's record will navigate you to the Messages Module with the selected Contact's chat history and details.

Team Members

This widget lists all the Users in the Workspace. Each user row will show the User's avatar, name, status, Team and assigned Contacts. The team and status filters can be applied to drill down to a group of Users.

Conversations

This widget reports on the number of opened and closed conversations based on the selected time range. From the top right corner, you can select different time ranges such as Today, Yesterday, Last 14 days and Last 30 days.

Merge Suggestions

This widget lists all the merge suggestions based on the Contact's email address or phone number. The User can choose to merge or dismiss the suggestion. If a User dismisses the suggestion, it will not be shown in this widget again but can be found in the contact details drawer.

Upcoming Broadcasts

This widget lists all the upcoming broadcasts that were scheduled in advance. Each broadcast row will show the broadcast's name, channel, scheduled date and time. This list is sorted by earliest to latest scheduled time.

Report Overview

Reports module is only available for the Business plan and above. Please upgrade or subscribe to the Business or Enterprise Plan if you wish to use this feature.

This module provides more insights into your workforce's performance on the platform and helps businesses to make informed decisions based on information gathered through the platform.

Data shown in the reports are according to the Workspace’s Timezone settings so ensure that you have set your preferred timezone.

Getting Here

This module is accessible by Owners and Managers only.

This module can be accessed from the side navigation menu under the menu item, Reports.

Report Tabs

In this module, there are 9 reporting tabs. Each tab consists of metrics, charts and listings related to the entity. The tabs are as follows:

Conversations
Responses
Resolutions
Messages
Contacts
Assignments
Leaderboard
Users
Broadcasts

Report Filters

Each tab has its own set of report filters that enable you to perform in-depth analysis or create insightful information from the reports.

Some filters are only applicable to certain overviews in the report tabs. In this case, those overviews will be empty and indicated as not applicable.

The filters applied are retained on the user level and not affected by changes made by other users so that you can pick up from where you left off.

Report Features

Group By

For charts that contain multiple breakdown options, you can click the Group By drop-down list to view the options available.

Download Charts

Click the 3 dots icon next to the chart to download the selected chart. There are 3 options available: SVG, PNG and CSV.

Export Data to CSV and Customize Columns

Click the 3 dots icon next to a list of data to export the list to a CSV file. You may also choose to display or hide columns to view only details that are relevant to you. Your selections will not affect the viewing of other users.

Percentage of Difference

On the right side of the metrics shown in some of the charts, you can see a percentage of difference. The value is compared to the same period prior to the selected period. If the selected period is the last 7 days (e.g. Oct 29-Nov 04), the percentage of difference is compared to the 7 days prior to the last 7 days (e.g. Oct 22 - Oct 28).