Navigating The Dashboard Module

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.

Info
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)