The real time dashboard lets you see and analyze small amounts of data so you can determine how you’re performing on an organizational level at a quick glance!
Simply navigate to your dashboard via your command center here:
And begin to add widgets! By adding these widgets your Supportbench out of the box will begin to show you data based on the widgets you add! You can even filter results by Division, Team and Agent.
Here is a list of all the widgets and what they do:
Activity word cloud: A word cloud of the most used keywords / phrases within incoming activities. Quick and informative, understand how your customers and agents feel about a topic at a glance and identify whats important to your customers!
Agent Activity: A summary of the daily activity of the agents within the selected team. Measure how many cases have been created and closed by an agent, how many activities are within those cases and how many cases they are currently working on.
Agent Status: Displays the statuses of the agents. A quick way to know who is online and who isn’t.
Case same day closure: A doughnut chart displaying the current case closure rate. This well help you determine how many cases you close the same day, week and month you receive them!
Case status summary: Display a bar chart of current case states. This will help you determine how many cases are set with all your statuses – filter by division and team.
Case volume and satisfaction: A chart showing the incoming case volume, backlog and customer satisfaction. This chart will quickly help you determine your daily case volume, any case backlogs and your customer satisfaction all in a nice trendline.
Cases created by activity type: A doughnut chart displaying cases created by activity type. In a snapshot, you can see the percent of all activity types created, helping you know ****
Customer NPS score: A doughnut chart displaying the current NPS scores. This is an instant indication of your customer satisfaction, helping you improve the quality of your product and service.
Customer satisfaction: A doughnut chart displaying the current satisfaction score. This pulls survey data and helps you determine your current customer satisfaction, helping you boost long-term customer relationships!
First response: A doughnut chart displaying the average first response times and percentages. At a quick glance, this will help you determine how fast your agents first respond to a case, letting you know if you have to be a little faster or if things are going perfectly.
Knowledge base history: Displays a breakdown of the events in the knowledge base over the past 14 days. These include the amount of articles you’ve linked to your customers, how many have been created and how many have been edited. This gives you instant indication of how much your knowledge base is being used, and if you need to add anymore documentation.
MTTR: Mean time to resolution over 6 month time period. This is used to calculate your mean time of case resolution over the last six months, giving you a snapshot of how quickly your team responds to and gets cases closed.
Sentiment scores: A pie chart showing your incoming customer sentiment. One of the benefits on setiment analysis is being able to track keymessages from customers thoughts about your product, this helps your team be aware of any related issues or problems.
SLA performance: A pie chart showing the performance of your SLAs. This shows your agents performance with their Service Level Agreements and gives you instant indication on if they are being met.
Top 10 issues: A list of the top 10 issues currently being logged. This helps you determine what problems your customers are having with your product(s), and gives you a detailed count of how many cases have come in because of a specific issue, letting you know how many resources you have to allocate to a certain issue.
Top article contributors: Displays the top contributors to articles in the knowledge base within the last 30 days.
Top articles: Displays the top articles in the knowledge base within the last 30 days. This helps you determine what articles are being used by your customers the most.
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