Productivity

For a customer service team, it is very important to live up to the expectations of the customers. Therefore, it is essential to keep track of the workload. Is the backlog growing or, as we hope, shrinking? What are the customers' questions about? We want to provide answers to these questions within our Productivity Wallboard, which is divided into three columns. In the first two columns, you can set up the time period in hours, with a maximum of 48 hours. Next to these two columns, we have the Current Inbox column.

The two “Received x hours”-columns

Time is configurable per column with a maximum of 48 hours, with defaults of 1 hour and 24 hours.

• Agent count: The number of agents that have interacted with conversations over the selected time period.
• New in inbox: Conversations created in the past x hours. Rule-based trigger conversations are excluded.
• Archived: Conversations that were archived in the past x hours. Rule-based trigger conversations are excluded.
• Delta: The difference between these two numbers. The color and symbol of this field change depending on whether it is positive (green) or negative (red).

Volume Chart
The first is a bar graph comparing new with archived conversations, divided per web store or per channel (filter option). The sorting is based on volume, from high to low. We show seven channels or web stores, and the eighth is an aggregate of the remaining channels or web stores.

Tags chart
The tag graph shows the tags of the conversations that are new in the inbox. Therefore, you gain insights into the subjects of the new conversations. Please note, to get the most out of this Wallboard, make sure you have set up auto-tagging. When a conversation is tagged within the selected period, it also appears on the Wallboard until it is archived.

Current Inbox

Open conversations in inbox
The current workload of open conversations, divided by SLA

• Total: Current number of open conversations.
• On time: Current number of open conversations with a green SLA icon.
• Danger: Current number of open conversations with a orange SLA icon.
• Too late: Current number of open conversations with a red SLA icon.

Volume chart

In this chart, the volume of open conversations is divided by channels or web stores. We show seven channels or web stores, and the eighth is an aggregate of the remaining channels or web stores.

Tags chart
The tag graph shows the tags of the conversations that are currently open in the inbox. We show the top three tags, and we aggregate the remaining tags as "other."

Video

Below you can find a video explaining the Productivity Wallboard.