Non-Voice Analytics Dashboard

Release Note: Non-Voice Analytics Dashboard Overview The Non-Voice Analytics Dashboard offers a streamlined and intuitive interface designed to provide detailed insights into messaging performance. Users can monitor non-queue, all-queue, and dedicated queue messages, track service level agreements (SLAs), evaluate team performance, and export analytics data for further analysis. Key Features 1. Dashboard Navigation

• Access: Log into the K-LINK dashboard, click on the "Analytics Dashboard" menu, and select the "Inbox" tab to access the Message Analytics Dashboard.

• Date Filters:

  • Default date filter set to today.

  • Options to select a single date, a custom date range, or predefined ranges like "Today," "Last Week," and "Current Month."

  • Reset filters with one click.

2. Non-Queue Messages Section

• Metrics Displayed:

  • Non-Queue SLA: Visualized with a gauge chart.

  • Conversation Activity: New and existing customer counts.

  • Message Status: Breakdown of total, closed, assigned, unassigned, and hold cases.

3. All Queue Messages Section

• Metrics Displayed: Similar to the Non-Queue Messages section with an additional "View Details" button to access specific queue details.

4. Dedicated Queue Messages Section

• Redirecting and Viewing Dedicated Queue Analytics Detail Page:

• Access detailed analytics for dedicated queues by selecting a queue from the dashboard and clicking "View Details."

• Filters Available:

• Queue Filter: Default-selected as the clicked dedicated queue. Users can switch to other queues. Updates analytics based on selected filters.

• Date Filter: Default-selected to today. Options for single date, date range, or predefined ranges like "Today," "Last Week," "Current Month," etc. Users can reset or confirm selections.

• Channel Filter: Default-selected as "All Channels." Users can select specific channels, excluding Facebook Feed channel for this release.

• Analytics Sections:

• Queue SLA: Displays SLA % achieved using a gauge chart. Formula: (SLA meet room count / total room count) x 100.

• Conversation Activity: Displays numbers of new and existing customers.

• Message Status: Displays numbers of total, closed, assigned, unassigned, and hold cases.

• Message Details Status:

• Pie Chart: Dynamic updates based on filters. Displays case status with total counts, percentages, and category colors.

• Agent Message Table: Includes columns for agents' open, hold, and closed cases, and average response/resolution times.

• Export Options: Export analytics in CSV or XLSX format.

5. Average Data Insights

• Graphical Representations:

  • AVG First Response Time: Tracks and compares response times.

  • AVG Resolution Time: Measures closure times.

  • Resolution Rate: Shows resolution efficiency.

  • Graphs dynamically adapt to selected date ranges or single-day views.

• Export Options: Data exportable in CSV or XLSX formats with comprehensive table formats for offline analysis.

6. Member Check-In Status Table

• Daily and Date Range Views:

  • Displays agent activity, live status, log-in/log-out times, and working hours.

  • Search functionality included.

• Export Options: Exportable in CSV or XLSX formats with all visible data included.

7. Incoming Message Volume

• Heatmap Representation:

  • Displays hourly message volumes with a gradient color scale.

  • Interactive tooltips for day and conversation counts.

8. Incoming Channel Analytics

• Pie Chart Representation:

  • Displays case counts and percentages for connected channels.

  • Dynamically updates based on selected filters.

• Export Options: Exportable in CSV or XLSX formats, including calculated percentages.

9. Case Tag and Dispositions Analytics

• Table and Pie Chart Views:

  • Case Tags: Shows tag counts and percentages.

  • Dispositions: Displays disposition counts and percentages.

• Interactive Features: Hover to view detailed tooltips.

• Export Options: Comprehensive export in CSV or XLSX formats.

Queue Member Detail Page 1. Redirecting to Queue Member Detail Page

• Access:

  • On the Dedicated Queue Detail Page, click on the "View Details" button of any queue member's row in the Queue Member Check-in Status Table.

  • The user is redirected to the Queue Member Detail Page for the selected member.

2. Viewing Queue Member Detail Page

• Filters Available:

• Queue Member Filter:

• Default-filtered to the selected queue member's name.

• Dropdown allows quick switching to other queue members, updating data dynamically.

• Date Filter:

• Default-selected to the past 7 days.

• Options for specific date ranges, single dates, or quick selections like "Today," "Yesterday," "Last Week," etc.

• "Reset All" clears previous selections.

3. Member Status Analytics Display

• Pie Chart:

  • Displays message count and percentage for Closed Cases, Assigned Cases, and Hold Cases.

  • Center shows total case count.

  • Color-coded slices: Green (Closed), Blue (Assigned), Orange (Hold).

  • Updates dynamically based on date filters.

• Member Status Bar Graph:

  • X-axis: Dates within the selected range.

  • Y-axis: Total logged-in hours, segmented by status transitions.

  • Hovering shows tooltips with status details and time spent.

4. Member Detail Status Table

• Columns:

  • Date, First Log In Time, Last Log Out Time, Total Login Hours, AVG First Response Time, AVG Resolution Time, Total Handled Time.

  • "-" displayed if no logout time is recorded.

• Export Options:

  • Three-dot menu offers CSV or XLSX exports of analytics data based on filters.

User Benefits

• Simplified monitoring of messaging performance across queues.

• Visualized metrics for quicker decision-making.

• Comprehensive data export options for offline analysis.

• Dynamic filters for tailored data views.

How to Get Started

• Log into the K-LINK dashboard.

• Navigate to Analytics Dashboard .

• Explore the new interface, filter options, and export features.

For additional support or feedback, please contact our support.