01-04-2024 | Analytics Portal

Feature release | Bookmarking filter combinations

To make it easier for users to revisit their most valued dashboard filtersets, we have now introduced Bookmarks. With bookmarks, users can revisit their favourite dashboard filters without having to manually reset a number of filters every time they want to view a recurring set of dashboard filters. The feature saves bookmarks on an organisational level, sharing all bookmarks across users.

For a brief guide on how to use this feature, see the description below:

16-02-2024 | Mobile Service Cloud

Improvement | Look and feel updates

Various look and feel improvements have been implemented to ensure optimal customer experience.

• The mobile service cloud logo was updated across all dashboards. .
• The naming of dashboards in the navigation bar are now simplified by removing the 'Agent Inbox' from the titles to improve readability.
• The glossary page was moved to the bottom of the navigation list to ensure that the executive summary dashboard is the first dashboard users are greeted with.
• Filter buttons have been added on all dashboards to facilitate a uniform navigation experience across the platform.
• Spacing has been added between rows on the main stats dashboard in order to improve its readability.
• Across all dashboards, Radix points (comma or dot based on location) have been added to large numbers to improve readability.

Improvement | Tags sub-divison of categories

When searching for, and filtering on tag categories, it is now possible to directly view which tags fall within categories by folding them open. This improves makes sure that users don't have to navigate back and forth between category and tags filters in order to gain insights into their tag statistics.

01-01-2024 | Analytics Portal

Feature release | Added Mobile Service Cloud Dashboards

In this release, various revamped Mobile Service Cloud dashboards have been added to the analytics portal. The added dashboards include:

• Executive summary dashboard

The executive summary dashboard provides an overview of various key performance indicators, and allows the user to compare these indicators for any webstores month over month. By applying filters, additional filters and sub-selections can be applied to provide required insights.

• Workload dashboard

The workload dashboard provides insight into the incoming and outgoing workloads. This is done trough key metrics, a heat map and evolution. By applying filters, additional filters and sub-selections can be applied to provide required insights.

• Main stats dashboard

The Main stats dashboard provides insight into various conversational statistics that follow from agent-customer interactions. This is done trough a main table in which all insights are made available. By applying filters, additional filters and sub-selections can be applied to provide required insights.

• Main stats evolution

The Main stats evolution dashboard provides insight into the main stats over time. This is done trough a line diagram and table which provide insights into the datapoints over time. By applying filters, additional filters and sub-selections can be applied to provide required insights.

• Agent performance

The Agent performance dashboard provides insight into the performance of agents. This is done trough a main table in which all main KPI's for agents are provided. By applying filters, additional filters and sub-selections can be applied to provide required insights.

• Categorised tagging

The categorised dashboard provides insight into the tagging of conversations. This is done trough a main table, as well as evolution in which insights into conversations with particular tags are provided. By applying filters, additional filters and sub-selections can be applied to provide required insights.

• Glossary

A glossary is added to clarify and explain the terms and abbreviations used in the dashboards. Besides this, it provides the reader with insights into the underlaying definitions and thus calculations of the metrics within the dashboards.