WhatsApp Dashboard Statistics Provided by Callbell
Posted: Tue Jan 07, 2025 4:13 am
As for Callbell's WhatsApp dashboard , you can check the business statistics that the platform allows you to see. In general, they are oriented towards sales performance, average response time, number of messages received, number of closed chats, etc. The Callbell platform shows you a section of advanced statistics with which you can monitor the performance of WhatsApp. This information is found in the dedicated module. Equipment performance In this section, the time in minutes that each agent takes to participate in a chat will be measured. The time starts counting from the moment they receive a message and stops until they close it.
You can also see the team performance, in order to compare the relationship between the agent's average time and the team's average time. Online time of each agent Online time is the minutes you were available to serve customers. The period can be filtered by date and time. Below you will find the time the agent marked as unavailable, within a time range that can be determined separately. Number of chats closed per agent These statistics show the number of chats that each agent ended during a given period: hour, day, week, or month. Closing chats is a good practice to let the customer know that the conversation is over and to report the end of the case.
In some cases, agents forget to close, so it is important for the company to generate this habit in each team. Number of cats waiting Pending chats are those that the agent has opened at the moment, without being belgium telegram database closed (as explained in the previous statistic). This data allows to see if an agent is overloaded, in order to redirect some chats to other agents. This is easy to do in the WhatsApp dashboard that Callbell uses, as well as the possibility of putting some internal notes that the next operator can read to maintain attention. Statistics are also useful for visualizing which message routes are most used by customers, and therefore which ones need the most agents. If a team is continually overloaded and other areas are freer, it could be a measure to move an operator from the less congested areas to the more congested ones.
Automatic routing Routing refers to the chat paths programmed into the platform so that the customer can navigate through the chat, without human intervention. Knowing the routing flow can help understand which are the most frequent routes, the keywords that customers use more in some options or others, determine the reasons for contacts, etc. It is important to know customer behavior to improve customer service and staff organization. Number of cases managed/redirected This is the number of cases that were handled by the agent. That is, the information provided by the routes was not sufficient, an operator alerted him and redirected him to the bot after the chat ended. Average rerouting time: by keyword and by agent This metric refers to the time it takes for a customer to make contact, go through routing, be handled by an agent, and for the agent to end the chat, redirecting them to the bot.
You can also see the team performance, in order to compare the relationship between the agent's average time and the team's average time. Online time of each agent Online time is the minutes you were available to serve customers. The period can be filtered by date and time. Below you will find the time the agent marked as unavailable, within a time range that can be determined separately. Number of chats closed per agent These statistics show the number of chats that each agent ended during a given period: hour, day, week, or month. Closing chats is a good practice to let the customer know that the conversation is over and to report the end of the case.
In some cases, agents forget to close, so it is important for the company to generate this habit in each team. Number of cats waiting Pending chats are those that the agent has opened at the moment, without being belgium telegram database closed (as explained in the previous statistic). This data allows to see if an agent is overloaded, in order to redirect some chats to other agents. This is easy to do in the WhatsApp dashboard that Callbell uses, as well as the possibility of putting some internal notes that the next operator can read to maintain attention. Statistics are also useful for visualizing which message routes are most used by customers, and therefore which ones need the most agents. If a team is continually overloaded and other areas are freer, it could be a measure to move an operator from the less congested areas to the more congested ones.
Automatic routing Routing refers to the chat paths programmed into the platform so that the customer can navigate through the chat, without human intervention. Knowing the routing flow can help understand which are the most frequent routes, the keywords that customers use more in some options or others, determine the reasons for contacts, etc. It is important to know customer behavior to improve customer service and staff organization. Number of cases managed/redirected This is the number of cases that were handled by the agent. That is, the information provided by the routes was not sufficient, an operator alerted him and redirected him to the bot after the chat ended. Average rerouting time: by keyword and by agent This metric refers to the time it takes for a customer to make contact, go through routing, be handled by an agent, and for the agent to end the chat, redirecting them to the bot.