Dashboard

A summary of workforce performance and important key metrics across your space.

Getting here

This module is accessible by Owner and Manager Only!

When you logged into the platform, you will be greeted with the Dashboard screen by default. You can also access this module with the side navigation menu.

From the Dashboard, you will be presented with a variety of widgets to help you monitor your workforce and provide a comprehensive snapshot of what is currently happening in your space.

Dashboard Widget

There are 5 widgets in the Dashboard and each of the widget has a different purpose :-

1. Contacts

2. Team Members

3. Conversations

4. Merge Suggestions

5. Upcoming Broadcasts

Contacts

This widget will list all contacts with an open conversation. Each contact will show the display avatar, name, last message sent/received, duration since conversation was opened and the assignee of contact if available. This list is sorted by duration since conversation started from longest to shortest.

List of Open Contacts

Contact that is assigned with an agent

Contacts with no agent assigned

Clicking on the contact record will navigate you the Messaging Module with the selected contact.

Team Members

This widget lists all the users in the space and each user row will show the user avatar, name, status, team and assigned contacts. The team and status filters can be applied to drill down to a group of users.

List of agents last login

Conversations

This widget reports on the number of opened and closed conversation based on the selected time range. From the top right corner, you can select different time range such as Today, Yesterday, Last 14 days and Last 30 days.

Dashboard shows the opened/closed conversations by day

Merge Suggestions

This widget lists all the merge suggestions based on the contacts' email address or phone number. However, it is up to the user to merge or dismiss the suggestion. When a user dismissed the suggestion, the suggestion will not show in this widget again but can be found in the Contact Details Drawer.

List of contacts can be merge

Upcoming Broadcasts

This widget lists all the upcoming broadcasts that were scheduled in advance. Each broadcast row will show the broadcast's name, channel, scheduled date and time. This list is sorted by earliest to latest scheduled time.

List of upcoming scheduled broadcasts