Knowledge Base

Table of Contents

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In-product Reporting Dashboards

We have added new reporting dashboards to help you get a full picture of your business performance.

To access, navigate to Analytics – Reports, (supervisor level access required).

Define the scope of the dashboard (such as time range, timezone, business hours, channels etc.) using the filters to focus on the data that’s most relevant to you.

  • Volume
  • SLA
  • User / Team
  • Customer Satisfaction
  • Account Usage

Volume Dashboard

Learn how many conversations your team has handled, the number of inbound and outbound messages, and average handle times per contact.

Volume - Messages

Gain insights into how many inbound and outbound messages are flowing through the application.

Charts on this dashboard:

  • Total Messages Per Medium: The number of inbound and outbound messages which have been sent during the selected date range, grouped per medium.
  • Inbound Messages Per Medium: The number of inbound messages which have been sent during the selected date range, grouped per medium.
  • Outbound Messages Per Medium: The number of outbound messages which have been sent during the selected date range, grouped per medium.
  • Total Messages Per Hour: The number of inbound and outbound messages which have been sent during the selected date range, grouped per hour

Volume - Conversations

Gain insights into how many conversations your team has handled.

Charts on this dashboard:

  • Started Conversations per Medium: The number of conversations which have been started during the selected date range, grouped per medium.
  • Resolved Conversations per Medium: The number of conversations which have been resolved during the selected date range, grouped per medium.
  • Resolved Conversations per Language: The number of conversations which have been resolved during the selected date range, grouped per language.
  • Conversations per Number of Messages: The percentage of conversations grouped by number of messages in the conversation.

Volume - Contacts

Gain insights into how many contacts your agents are serving.

Charts on this dashboard:

  • Unique Contacts per Channel The number of unique contacts per channel.
  • Unique Contacts per Medium: Unique Contacts per Medium.
  • Average Messages per Contact: The average number of messages per contact.
  • Average Handle Time per Contact: The average handle time per contact.
  • Average Contacts Helped per Agent: The average number of contacts helped per agent.

Volume - Topics

Gain insights into how many conversations are being resolved per topic.

Charts on this dashboard:

  • Resolved Conversations per Topic: The number of conversations which have been resolved during the selected date range, grouped per topic.
  • Top Topics: Conversations that were resolved in the selected date range and that have had a topic or still have a topic applied.

Volume - Tags

Gain insights into what tags are being used in your platform. This is based on in- and outbound messages.

Charts on this dashboard:

  • Total Messages Per Tag: The number of inbound and outbound messages which have been sent during the selected date range, grouped per tag.
  • Inbound Messages per Tag: The number of inbound messages which have been sent during the selected date range, grouped per tag.
  • Outbound Messages per Tag: The number of outbound messages which have been sent during the selected date range, grouped per tag.
  • Top Tags: Messages that were created in the selected date range and that have had a tag or still have a tag applied.

Volume - Resolve Reasons

Gain insights into the outcome of the conversations your team is having.

Charts on this dashboard:

  • Resolve Reason: When Resolve Reasons are enabled, each resolved conversations will be marked with a specific reason. This graph will show how many conversations have been resolved with each Resolve Reason.
  • Resolve Type: The resolve type makes the distinction between conversations which have been resolved in bulk or one-by-one. Single resolves include for example: agent resolving a conversation, VA resolving a conversation, automation resolve, auto-resolve after X days… Bulk resolve will only show those conversations which have been resolved by a Bulk Resolve action of an agent.
  • Resolved With or Without Reply: This graph will show the difference between the conversations which have been replied to versus the conversations which have been resolved without a reply.

Volume - Daily Inbound Overview

Gain insights into how many messages are coming in per day/per hour of day.

Chart on this dashboard:

  • Daily Inbound Message Volume: The average number of inbound messages per day of week and hour of day.

SLA Dashboard

You can now view how well you are meeting your SLA policies with the SLA reporting dashboard. This dashboard gives you relevant information for each SLA metric you measure. The reports enable you to pinpoint areas where you might need to increase efficiency or staffing based on weekly and hourly information.

If no SLA policies have been configured in your instance this dashboard will contain no information.

Charts on this dashboard:

  • SLA: Overall SLA performance (First Response Time SLA and Conversation Response SLA), based on SLA events. The graph displays all the SLA events which occurred during the selected time period and for which the conversation has been resolved.
  • First Response Time SLA: Based on First Response Time SLA events only. The graph displays all SLA events which occurred during the selected time period and for which the conversation has been resolved.
  • Conversation Response Time SLA: Based on Conversation Response Time SLA events only. The graph displays all SLA events which occurred during the selected time period and for which the conversation has been resolved.
  • Average First Response Time: The average of all first response times. Only for those channels which have an SLA Policy enabled. All SLA events which occurred during the selected time period and for which the conversation has been resolved are included.
  • Average Conversation Response Time: The average of all conversation response times. Only for those channels which have an SLA Policy enabled. All SLA events which occurred during the selected time period and for which the conversation has been resolved are included.

User & Team Dashboard

This dashboard will give insights in average handle times per conversation, agent, and team. For agents, you will also see a detailed view of how they have spent their time (handle time, no reply time, cherry-picking time).

User & Team - User Overview

Gain insights on the performance per agent.

Charts on this dashboard: 

  • User Availability: Available Time and Away Time
  • Handle Time: Handle Time, Cherry-Picking Time, No-Reply Time, and Avg. Handle Time
  • User Utilization: Utilization %
  • Conversations: Contacts Helped, Resolves – With Reply, Resolves – No Reply, and Topics Added
  • Messages: Replies Sent, and Tags Added

How to filter & create custom "Groups' of agents under the user overview dashboard?

Groups: You can create custom groups of agents and save these as a filter.

  • Use the agents’ filter to select specific agents or a group of agents. 
  • To create a new group click  on + Group.
  • When adding a new group, simply give it a name and select the agents you want to be part of this group.

User & Team - Handle Time

Gain insights on the handle time per agent/per team.

Charts on this dashboard:

  • Total Handle Time: The total handle time grouped by handle time type.
  • Average Handle Time: The average handle time per conversation.
  • Total Handle Time per User: The total handle time per user.
  • Average Handle Time per User: The average handle time per user.
  • Average Handle Time Per Team: The average handle time per team.

User & Team - Agent Availability

Gain insights on how much time your agents are spending on Available or (custom) Away status.

Charts on this dashboard:

  • Agent Availability: This shows the availability of the agent in hours.
  • The agent availability for each day of the week: The agent availability for each day of the week.
  • The agent availability for each hour of the day: The agent availability for each hour of the day.

User & Team - Utilization

Gain insights on how your agents are utilizing their time.

Charts on this dashboard:

  • Utilization: The utilization for the selected filters. Utilization is the percentage of handle time compared to the available time.
  • Utilization Per User: The utilization per user for the selected filters in percentage. 

User & Team - Resolved Conversations

Gain insights on how many resolved conversations were completed per agent/per team.

Charts on this dashboard:

  • Resolved Conversations per User: The number of conversations which have been resolved during the selected date range, grouped per user.
  • Resolved Conversations per Team: The number of conversations which have been resolved during the selected date range, grouped per team.

Customer Satisfaction

Get to know the sentiment and satisfaction of your clients with this report. Like other reports, we allow you to set up quite a few filters to differentiate all the different channels, teams and agents!

Customer Satisfaction - Emoji

Gain insights into what emoji’s are used most often. Currently, we show you the emoji’s used for out- and inbound messages.

Charts on this dashboard:

  • Number of Inbound Messages per Emoji: The number of inbound messages per emoji.
  • Number of Outbound Messages per Emoji: The number of outbound messages per emoji
Dashboard overview
Pop-up on hover

Customer Satisfaction - Resolution Time

Gain insights into how long it takes before customers’ requests are being resolved.

Charts on this dashboard:

  • Average Resolution Time: The average of all resolution times. All conversations which were resolved during the selected time period.
  • Total Resolutions Per Duration: The number of resolutions grouped by duration. All conversations which were resolved during the selected time period are included.
  • Total Resolutions Per Duration Column Chart: The number of resolutions grouped by duration. All conversations which were resolved during the selected time period are included.

Customer Satisfaction - Response Time

Gain insights into how long it takes before customers’ requests are being responded to.

Charts on this dashboard:

  • Average First Response Time: The average of all first response times. All responses which were sent during the selected time period and for which the conversation has been resolved are included.
  • Average Conversation Response Time: The average of all conversation response times. All responses which were sent during the selected time period and for which the conversation has been resolved are included.
  • Total First Responses Per Duration: The number of first responses grouped by duration. All responses which were sent during the selected time period and for which the conversation has been resolved are included.
  • Total Conversation Responses Per Duration: The number of conversation responses grouped by duration. All responses which were sent during the selected time period and for which the conversation has been resolved are included.
  • Total First Responses Per Duration Column Chart: The number of first responses grouped by duration. All responses which were sent during the selected time period and for which the conversation has been resolved are included.
  • Total Conversation Responses Per Duration Column chart: The number of conversation responses grouped by duration. All responses which were sent during the selected time period and for which the conversation has been resolved are included.

Account Usage Dashboard

This dashboard helps you to keep track of the number of customers you have helped, how many agents have been online, proactive API usage, and the number of messaging channels you have used to support customers.

Charts on this dashboard:

  • UMCs per Medium: The Unique Monthly Contacts per medium. This graph will only show values in a monthly interval. Selecting 1 or multiple day(s) in a month will show the total UMC count for that month. Selecting a start date in the previous month and an end date in the current month will show the total UMC counts per month.
  • Closed Conversations per Medium: All conversations that were resolved during the selected date range and were started by an inbound message and have at least one outbound message. Grouped per medium.
  • Active Users: All users that have sent at least 1 outbound message during the selected date range.
  • Channels: All channels which are connected to your Sparkcentral platform. Test or development channels are excluded.
  • Proactive Messages per Medium: All outbound messages sent using our proactive API during the selected date range. Grouped per medium.

Dashboard improvements

We have made many improvements to various dashboards. These are the most important changes:

Show medium icons in legend

To make it easier to recognize the medium, we have added icons throughout the dashboards.

Totals are shown on the bars

Customers have asked us to show the percentages on the bars where applicable. This not only makes reading the charts easier. It also helps others to understand the data if you are taking screenshots that are using in management summaries.

Reset filters

Using filters is a great way to analyze your data. And we do remember the filters you have chosen. However, it’s always possible to go back to the default settings and start from there. Just click on “Reset Filters” at the top of the filters and you are back to the default settings.

Interval from hourly to yearly

You can look at the data in many different intervals – from hourly to yearly. If some of the values are not clickable in the dropdown, please limit your selected date range.

Switch graphs between channel/medium

You might be interested in looking at the data per channel. This way you can compare the WhatsApp number metrics for France with Germany for example. However, you also might want to compare the total volumes for WhatsApp with Twitter. And now you can! Simple change the grouping from “Channel” to “Medium” – and the charts will be updated.

Medium logo in tooltip

You might have a Twitter and WhatsApp channel with the same name in Sparkcentral. We have now added the medium logo in the tooltip so you can see what medium belongs to what channel name.

Search bar in filters

You can easily filter dashboards for example searching for a specific team, agent, a tag or topic by using the search bar option which is available in the filter dropdown.

Agent Availability: group by

On the User / Team – Agent Availability dashboard you can now change your view to show “Available and Away” states or show “Available and Custom Away States” as well.

Tip: sharing your dashboards with others

Did you know you can share a dashboard with others including all your filter settings? This will make it easy to let others see what you are seeing. Just copy the URL in your browser and share it.

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