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Whatsapp General Dashboard

XCALLY Motion provides Administrators/Supervisors real-time Dashboard, so a panel which shows the most used metrics and provides an overview of activities. 

Clicking the 3 dots button, each panel can flip and show a description of the data displayed.

The Dashboard shows channel activity in real time and the statistics are of the current day. 

 

  • Waiting Interactions: total number of the Whatsapp interactions currently waiting to be accepted

  • Opened Interactions: total number of the accepted interactions of the day, which are currently open 

  • Managed Interactions: total number of interactions which have been managed in the current day (closed)

  • Unmanaged Interactions: total number of the interactions of the day which have been closed without managing them 

  • Total Offered Interactions: this number is the sum of Opened, Unmanaged and Managed Whatsapp interactions for the current day

  • Interactions Average Hold Time: the average time the interactions of the day waited for an agent to open it

  • Interactions Managed Rate: percentage of the interactions of the day which have been already managed by the agents

  • Interactions Unmanaged Rate: percentage of the current day unmanaged interactions (in comparison to the total number of them)

 

On General Dashboard it’s possible to see Realtime agents data, so the number of:

  • logged: the number of all agents currently online

  • paused: the number of agents currently online and in pause

  • booked pauses: the number of agents with a booked pause (so that at the end of the current interaction will be on pause status)

(This metrics is not available on Custom Dashboard tab, but only on General Dashboard)

You can also see detailed data on Whatsapp → Realtime section

Custom Dashboard

To create and modify Custom Dashboards go under the Tools Menu:

Create a New Custom Dashboard

To create a new Custom Dashboard click on + button:

Enter the following details and click on Add Custom Dashboard

  • Name: name of your dashboard

  • Description (Optional)

After the Custom Dashboard is created, you can edit and start customizing the dashboard layout by adding widgets.

Anytime you want to see your Dashboard results, use the Preview commands.

So editing a dashboard you can see:

  • Settings that shows Custom Dashboard general information

  • Dashboard that allows you to design your custom dashboard by adding widgets in it.

Configure your Custom Dashboard

Add New Widget

In the Dashboard tab you can customize your Dashboard  look and feel (adding Title, Font size an colors of the window) and features (adding widget in it).

The latter in particular is very important because adding the widgets you can define what will be shown in the Custom Dashboard layout: you can add widgets that perform actions defined in a list of ready-to-use types (with specific metrics and filters associated to them), or you can add widgets showing information available in a file stored in a specific custom path.

To add a new widget, click on  and fill the New Dashboard Widget form:

Here you can define:

  • Type: you can choose one from the available types list. See next paragraph.

  • Channel: WhatsApp Connector

  • Filter Whatsapp Accounts: to filter for the created account (Meta, Sinch or Twilio)

  • Title: a title for the widget

  • Font Title Size: the size of the widget title

  • Metric or other values according to the chosen channel, section and type

  • Foreground/Background: the value color and the background color of the widget

  • Link [https://]: insert in this field a link to a web page that is shown clicking on the widget title

At the end, click on Add Dashboard Widget.

Once a Widget has been created in a Custom Dashboard, you can easily modify it.

Click on the top right-hand corner of the widget and then on Edit Widget → Insert or modify data in your widget edit panel and Save the changes.

Use the same commands list to Delete a widget from a Custom Dashboard.

To view daily dashboard results you can click on Dashboards → Dashboard Name

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