Swapnika Nag
|
Aug 30, 2024
As we wrap up the final day of Periskope Launch Week 4, we are thrilled to announce the launch of our revamped analytics features. These updates are designed to provide more detailed insights into your customer interactions and team performance, helping you manage and optimize your support operations.
Introducing WhatsApp Tickets Dashboard
Our new Tickets Dashboard brings a clearer view of your WhatsApp ticket management, to help you track and resolve issues efficiently. Here’s what you can now monitor:
Ticket Status Overview: Easily track the number of open, in-progress, and unresolved tickets to stay on top of your support workload.
Ticket History: Dive into the ticket history to see how issues have evolved over time and how they've been handled by your team.
Team Member Performance: View ticket data broken down by team members, including the number of unresolved tickets assigned to them and the aging of those tickets. This helps in identifying bottlenecks and balancing the workload effectively.
Revamped Team Metrics Dashboard
With the revamped Team Metrics, you now have access to more granular insights into individual and team performance:
Assigned Chats: Keep track of the number of chats assigned to each team member to ensure balanced workloads and effective handling of customer inquiries.
Messages Sent from Periskope: See how many messages each team member is sending from Periskope to gauge activity levels and responsiveness.
Open Tickets: Monitor the number of open tickets by team member to better understand who might need support or intervention.
AI-Flagged Message Responses: Track how effectively team members are responding to messages flagged by Periskope's AI
Average Response Time: Keep an eye on the average response time to help your team meet customer expectations for timely support.
These powerful new features can now help you gain deeper insights and optimize your team’s performance. If you’d like to get a walkthrough of this feature, you can request a demo today
Thank you for being a part of Periskope Launch Week 4. Stay tuned for more updates, and as always, we’re here to support you every step of the way.
