# 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. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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