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
- Navigate to the “User Group Select” dropdown menu at the top right corner of the Spechy app interface.
- Select the user group you want to view statistics for.
Reviewing Agent Statistics
- 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.
- Each row represents a different agent in the selected user group.
- 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
- Utilize the filter options at the top right corner to select different user groups.
- Click the “Create Dashboard” button at the top right corner to customize a new dashboard view according to your preferences.