Navigating The Dashboard Module
To have a better understanding on chat effectiveness and coupon utilization, the Service Dashboard will be the section that can enlighten your knowledge through key metrics data.
The Dashboard is available for users who are Workspace Owner, General manager and Service manager.
By default, Dashboard analytics show organization-wide data, aggregating from all stores. There is a switcher located on top of the screen to toggle between organization-wide and personal data. To view individual store data, please visit the Analytics module.
Upon accessing the Dashboard module you can have two option of data viewing:
Data range: Toggle between Store-wide or Personal data
Time range: The time range for all the data on this page is set to “Past 7 days” by default. You can adjust this time range via the dropdown in the upper right corner
Note that if you navigate away from the Dashboard page, the time range will reset to “Past 7 days” the next time you open it.
Data elements
The data that you can expect to view in the Dashboard module:
Total chats served
Avg. response time - Note that this refers to response time by the agent, not the visitor
Avg. chat duration
Avg. rating
Average chats per hour
Total chat count
Total coupons sent
Coupon utilization (overall percentage)
Total revenue from coupons (dollar amount) - The total revenue gained from orders that were placed using a coupon
Total discount amount
Number of coupon users
Revenue from coupons (generated vs. potential) - “Potential” refers to unredeemed coupons
Coupon utilization (redeemed vs. unredeemed)
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