If you want to track your team's performance, then you'll find our Statistics Dashboard quite useful.
We provide indicators and charts to help you assess your team's performance when using their WhatsApp accounts on TimelinesAI.
This feature is limited under the CRM Integration plan, as it does not allow the date range to be modified. It'll be fixed to show the past week's activities of your connected WhatsApp account(s).
In our other plans (Shared Inbox and Mass Messaging), you can change the date range without any limitations.
Overall Performance:
You may refine the data that displays within this section by referring to the options we have at the top.
Date Range: You'll be able to set the timeframe you want to review here. You may choose "Yesterday", "Last 7 or 30 Days"; "This or Last Month", and "Custom Range", which will allow you to select a specific date range.
Agent: Here you'll select a specific team member you want to review, or you may choose "All" if you want to check your entire team's performance.
You'll find within this section a general view of your workspace (or team member's) statistics, based on the following indicators:
__Messages Sent__: The messages that your team/member has sent
__Messages Read__: Number of messages read by recipients, out of all messages sent during the period
__Messages Received__: Messages received by your team/member
__New Received Chats__: New chats that have been received by your team/member
__New Chats Started__: The number of new chats that have been initiated by your team/member
__Unique Conversations__: The number of unique conversations conducted by your team/member over the selected period of time
__Average Response Time__: The average time between receiving a new incoming chat and the first reply sent by your team or the selected agent.
This value is displayed in seconds and is calculated for the selected date range.
The following boards that you'll see below contain charts that display data based on the indicators above.
Activity Analytics:
These charts will display information about your workspace/team member's activity during a specific time frame.
You will be able to see how many messages were received, sent, and Read.
Performance Analytics:
The charts that you'll see here will display data about your Average Response Time and your New Chats.
Agent Performance:
The different boards here are:
__Messages Sent__: Messages sent per team member, within the designated time frame
__New Received Chats per Agent__: New chats that your team members have been receiving, within the designated time frame
__Unique Conversations per Agents__: The number of chats containing outgoing messages, within a specific time frame
__Average Response Time to a New Chat__: The average number of seconds agents took to send their first reply to new incoming chats within the selected date range.
Note: The Average Response Time chart and agent table display response-time values in seconds.
If you have any additional questions, you may reach out to us via our Chat Support or via email at [email protected].
We'd be glad to provide you with all the assistance that you may need!