Real-Time Performance Monitoring
Smarticks Wallboards functionality empowers businesses to create customizable dashboards for visualizing key metrics and gaining real-time insights into support agent performance and overall customer service health.
Technical Overview:
- Personalized Dashboards: Design custom wallboards to display a variety of relevant metrics, tailored to your specific needs and monitoring preferences.
- Collaborative Sharing: Wallboards can be edited solely by their creators but can be shared with other agents or administrators for broader visibility.
- Automatic Updates: Wallboards refresh automatically every minute, ensuring you have access to the latest data.
- Granular Date Filtering: Apply date filters to view conversations created within a specific timeframe or those with customer or agent replies during the chosen period.
- Note: Widgets with a designated “Date” parameter are not affected by the global date filter.
- Custom Field Grouping: When grouping data by a custom field, only conversations with a value assigned to that specific field are included in the metrics.
Configuration:
- Intuitive Interface: The Smarticks interface provides a user-friendly environment for creating and customizing wallboards with various widgets.
Troubleshooting:
- Custom Field Grouping: Ensure custom fields have corresponding values assigned to conversations for them to be reflected in grouped metrics.
By implementing Smarticks Wallboards, businesses can gain valuable insights into agent performance, identify areas for improvement, and make data-driven decisions to optimize their customer support operations.
