Dynamic Dashboard

       1. Login to your admin account

       2. Click "Dynamic Dashboard" from the left side menu

       3. To access the Dynamic Dashboard's default view: Queue Analytics.

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Dashboard Categories

1. Queue Analytics (Default View)

             a. Displays real-time queue performance

             b. Session distribution metrics

             c. Wait time analysis

             d. Queue to agent transfer rates

2. Agent Analytics

             a. Individual agent performance

             b. Team-wise metrics

             c. Handling time analysis

             d. Customer satisfaction scores

3. Summary Dashboard

             a. Overall system performance

             b. Combined metrics overview

             c. Trend analysis

             d. Key performance indicators

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Queue Analytics Dashboard Guide

Access Path

             1. Login to admin portal

             2. Navigate to Dynamic Dashboard section

             3. Default view: Queue Analytics

1. Primary Statistics

Metric	Description	Analysis
Inbound Session	Total incoming requests	Trend line shows patterns
Sessions Handled By Agent	Successfully processed cases	Agent efficiency indicator
Average Wait Time	Queue duration	Customer experience metric
Avg. Agent Handling Time	Processing duration	Efficiency measure
Transfer Rate %	Escalation frequency	Service complexity indicator
Average Rating	Customer satisfaction	Service quality measure

2. Session Distribution Analysis

             a. BOT Sessions

                         i. Automated handling

                         ii. First response metrics

                         iii. Resolution rates

             b. Agent Sessions

                         i. Human intervention cases

                         ii. Complexity levels

                         iii. Resolution success

             c. Missed Sessions

                         i. Failed connections

                         ii. Timeout incidents

                         iii. Recovery measures

3. Time Analysis

             a. Queue Duration

                         i. Peak time patterns

                         ii. Bottleneck identification

                         iii. Resource allocation insights

             b. Handling Duration

                         i. Agent efficiency

                         ii. Case complexity

                         iii. Process optimization

4. Agent Performance Matrix

4.1. Detailed Metrics

             a. Basic Information

                         i. Agent ID

                         ii. Team assignment

                         iii. Flow allocation

                         iv. Language capability

             b. Performance Indicators

                         i. Inbound session count

                         ii. Average wait time

                         iii. Session duration

                         iv. Customer ratings

                         v. AI assessment scores

             c. Communication Metrics

                         i. Agent message frequency

                         ii. Bot interaction rate

                         iii. Customer message volume

                         iv. Response time patterns

4.2. Filter Functions

             a. Team Filters

                         i. Department selection

                         ii. Team performance comparison

                         iii. Resource allocation analysis

             b. Campaign Filters

                         i. Campaign-specific metrics

                         ii. Goal achievement tracking

                         iii. Success rate analysis

             c. Duration Filters

                         i. Custom date ranges

                         ii. Time period comparison

                         iii. Trend analysis periods

             d. Advanced Filters

                         i. Language preferences

                         ii. Service types

                         iii. Channel selection

4.3. Data Visualization Controls

             a. Visibility Options

                         i. All: Complete data display

                         ii. Inv: Hidden metrics

                         iii. Toggle functionality

                         iv. Custom view settings

             b. Search Capabilities

                         i. Quick search function

                         ii. Advanced filtering

                         iii. Record specification

                         iv. Data export options

Best Practices

1. Monitoring Protocols

• Regular metric review

• Pattern identification

• Performance tracking

• Resource optimization

2. Analysis Techniques

• Trend evaluation

• Comparative analysis

• Performance benchmarking

• Quality assessment

3. Optimization Strategies

• Resource allocation

• Queue management

• Agent training

• Process improvement

Important Notes:

• Real-time data updates

• Historical data access

• Export functionality

• Custom reporting options

• Security protocols

Troubleshooting:

• Data refresh methods

• Filter reset procedures

• Error handling

• Support contacts

• Recovery steps

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Agent Analytics Dashboard Guide

Access Path

             1. Login to admin

             2. Navigate to Dynamic Dashboard

             3. Select "Agent" from dropdown

1. Overview Metrics

a. Key Performance Indicators

Metric	Description
Engaged Sessions	Active interactions count
Missed Sessions	Failed/dropped sessions
Transfer Rate	Session escalation percentage
Avg. Session Handle Time	Average interaction duration
Average Rating	Customer satisfaction score
AVG Queue Duration	Wait time before connection

b. Session Analysis - Engaged Sessions Graph

             1. Shows Missed vs Agent sessions

             2. Average Queue time overlay

             3. Daily/Weekly trends

             4. All/Inv toggle options

c. Time Analysis - Avg. Session Handle Time Graph

             1. Agent performance trends

             2. Time-based patterns

             3. Peak period identification

             4. Duration benchmarks

2. Advanced Analytics

a. Customer Satisfaction (CSAT)

             i. Average rating trends

             ii. Historical comparison

             iii. Performance tracking

             iv. Rating distribution

b. Sentiment Analysis - Sentiment Zones

             i. Positive interactions

             ii. Neutral conversations

             iii. Negative feedback

             iv. Distribution visualization

3. Agent Performance Table - Key Metrics

Column	Data Point
Agent	Team member name
Team ID	Department code
Flow Name	Process identifier
Language	Communication medium
Inbound Sessions	Total interactions
Avg Wait Time	Queue duration
Avg Session Time	Handling duration
Customer Rating	User feedback
AI Rating	Automated assessment
Message Statistics	Communication volume

4. Filter Options

a. Time Filters

             i. Daily view

             ii. Weekly analysis

             iii. Custom date range

             iv. Historical comparison

b. Team Filters

             i. Department selection

             ii. Individual agents

             iii. Team grouping

             iv. Performance comparison

c. Campaign Filters

             i. Specific campaigns

             ii. Project tracking

             iii. Goal monitoring

             iv. Success metrics

5. Data Visibility Controls

             a. All: Complete data view

             b. Inv: Hide specific metrics

             c. Search functionality

             d. Record filtering options

Best Practices

1. Performance Monitoring

• Regular metric review

• Trend analysis

• Performance benchmarking

• Quality assessment

2. Resource Optimization

• Workload distribution

• Queue management

• Training identification

• Process improvement

3. Quality Management

• Customer satisfaction tracking

• Response time monitoring

• Service level maintenance

• Performance optimization

Notes

• Real-time updates

• Historical data access

• Export capabilities

• Customizable views

• Data refresh options

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Summary Dashboard Guide

Access Path

             1. Login to admin

             2. Navigate to Dynamic Dashboard

             3. Select "Summary Dashboard" from dropdown

Performance Overview

1. Primary Metrics

Metric	Description
Total Conversations	All interactions combined
Handled by BOT	Automated resolutions
Agent Handovers	Transfers to human agents
Resolution %	Successfully resolved cases
Drop off %	Abandoned conversation rate
Drop off Count	Number of disconnections

2. Secondary Metrics

Metric	Description
Average Rating	Customer satisfaction score
Handover %	Bot to agent transfer rate
Resolved Conversations	Total resolved cases
Resolved by BOT	Bot resolution count
Resolved by Agent	Agent resolution count
Total Interaction	Overall engagement count

Detailed Analysis Graphs

1. First Resolution Trend

• Daily resolution tracking

• First-time resolution rate

• Trend analysis over time

• Toggle visibility (All/Inv)

2. Daily Session Distribution

• Missed sessions

• BOT handled

• Agent handled

• Average queue time

• Time-based patterns

3. Hourly Session Duration

• Total conversations

• BOT interactions

• Agent sessions

• Missed opportunities

• Time distribution

4. Average Handling Time

• BOT processing time

• Agent handling duration

• Queue waiting period

• Efficiency metrics

Filter Functionality

1. Time-Based Filters

• Custom date ranges

• Weekly analysis

• Daily breakdowns

• Hourly metrics

2. Team Filters

• Department selection

• Team performance

• Individual metrics

• Comparative analysis

3. Campaign Filters

• Specific campaign data

• Goal tracking

• Performance metrics

• Success rates

Data Visualization Controls

• All: Show complete data

• Inv: Hide specific metrics

• Expandable graphs

• Export options

Best Practices

1. Performance Tracking

• Monitor resolution rates

• Track handover patterns

• Analyze peak times

• Evaluate bot efficiency

2. Quality Management

• Review customer ratings

• Monitor resolution times

• Track conversation flow

• Assess bot performance

3. Resource Optimization

• Balance bot/agent workload

• Identify training needs

• Optimize queue times

• Reduce drop-offs

Notes:

• Real-time updates available

• Historical data accessible

• Customizable views

• Data export functionality

• Regular monitoring recommended