# 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.\
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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.