With the omnichannel dashboard, you can monitor your team’s performance across channels in real-time. It gives a birds-eye view of the day-to-day trends in the volume of enquiries, customer happiness, agent availability, and agent performance across all support channels. 


Scenarios where the dashboard can be helpful

  • If there’s a spike in the number enquiries- either calls, chats or tickets- you’ll able to spot it quickly. You can move agents between channels to make sure every customer gets a quick response
  • You can control which agents inquiries are automatically routed to by changing their availability 
  • If your team is working remotely, the availability dashboard will give you an idea of how busy your agents are and which channel is keeping the busiest
  •  View metrics specific to a team on Freshchat or Freshcaller



How to use the Dashboard


The metrics dashboard can be filtered based on groups in Freshdesk, Freshchat, or Freshcaller, or a product in Freshdesk. 


The table below shows the list of default widgets that are available as a part of the dashboard.



Tickets
Phone
Chat
Refresh interval
Volume metrics
Overdue tickets**
Ticket due today**
Unresolved tickets**
Incoming calls
Missed calls
Missed incoming calls
Outgoing calls
Unassigned**
Assigned and not replied**
Assigned**
Every 5 minutes for Tickets
Every 1 minute for calls and chats
Performance metrics
Average first response time
Average resolution time
Average next response time
resolution
Average time to answer
Average wait time
Longest wait time
Average handle time
Average talk time
First response time
Response time
Resolution time
Wait time
Every 15 minutes
SLA metrics
Resolution %
Service level %
Service level target
Service level threshold
-
Every 15 minutes
Availability
Total number of available agents
Total number of available agents
Total number of available agents
Every 1 minute
Queue metrics
-
In conversation
In Queue

View details - Pops out to a new tab(Freshcaller live dashboard with the same filters)
-
Every 1 minute
CSAT
Group level CSAT
-
Group level CSA
Every 1 minute


** - Clicking on the metric will lead to a view with the corresponding tickets or chats.


The metrics correspond to the enquiries that your team receives in the previous 24 hours. For details on how the availability widget works, give this article a read.