Let's face it-- It's been 8 months since we have started adopting to the new normal of working remotely, and it's not going to end anytime soon. In fact, some businesses have started recruiting employees specifically for remote work. While this is an effective strategy to grow your business, you'll also need tools and features in place to help track your team's performance.
With Omnichannel Team Dashboards, Freshdesk Omnichannel is taking a step closer to making sure your admins and supervisors have complete visibility over all the different teams in your support org. They can now create customized dashboards for different teams (email, chat, call) and specific KPIs to get a quick understanding of how your support team is faring.
You can create custom dashboards for different sources like tickets, chat, or calls, and track specific metrics based on the different types of widgets available. The different types of widgets available are,
1. Live Widgets
Score card - Shows the counts of conversations (tickets, or chats) in your view
Bar chart - Visual representation of the ongoing, held, and closed conversations in the corresponding channel
2. Team Performance and Trends
CSAT - Shows how happy your customers are
Leaderboard - Shows the champion agent based on various parameters from your arcade settings
Ticket trends - Shows your team's ticket load over time
Time trends - Shows your team's time metrics
SLA trends - Show your team's SLA adherence over time
Note: We have also made some UI improvements to these widgets: The existing widgets will have a bit more whitespace than new widgets.
Please click here to know more about how Team Dashboards work. This feature will be available to all Omnichannel customer over the next few days. We hope this will help you track your remote teams effectively. Feel free to let us know your feedback in the comments below!