Conversation Dashboard Tab

The Conversation Dashboard tab in the Spechy app provides a comprehensive view of social media statistics and real-time data updates for different communication channels. Here’s how to use the Conversation Dashboard tab:

Accessing the Conversation Dashboard

• From the left navigation bar, click on the Conversation Dashboard tab.
• This will open the main panel where data is organized into columns.

Reviewing Social Media Statistics

• In the main panel, you will find columns including Channel, Waiting Queue, Handled, Average Talk Time, Service Level, AHT (Average Handling Time), and Actions.
• Each row represents a different communication channel, such as Live Support, Facebook, Whatsapp, Video Call, and Email.
• Monitor real-time data updates on each channel’s waiting queue and handled interactions.
• Assess performance metrics like average talk time and service level percentages for insights into efficiency and customer satisfaction.

Utilizing Action Buttons

• On the far right of each row, you will find action buttons.
• These buttons allow you to manage or analyze specific data points or interactions for each channel.

Creating a Customized Dashboard

• Click the “Create Dashboard” button at the top right corner of the Conversation Dashboard tab.
• This will open a customization interface where you can create a new dashboard view according to your preferences.
• Customize the dashboard by selecting the desired columns and arranging them as per your requirements.

To access the Agent Statistics dashboard, follow these steps:

Selecting User Group

1. Navigate to the “User Group Select” dropdown menu at the top right corner of the Spechy app interface.
2. Select the user group you want to view statistics for.

Reviewing Agent Statistics

1. Review the data in the main panel, which is organized into columns labeled AGENT, USER GROUP, ACTIVE CHANNELS, STATUS, TOTAL TALK COUNT (TODAY), and NUMBER OF ACTIVE CONVERSATIONS.
2. Each row represents a different agent in the selected user group.
3. Assess performance metrics like active channels, status, total talk count, and number of active conversations for insights into agent efficiency and productivity.

Customizing Agent Dashboard

1. Utilize the filter options at the top right corner to select different user groups.
2. Click the “Create Dashboard” button at the top right corner to customize a new dashboard view according to your preferences.