4.4. Extended Dashboard

Extended dashboard features

We are constantly improving our platform, including the main dashboard. We have recently added several new, interesting, and useful analytical features, such as "Business Pulse," "Customer Emotional Pulse," and an "Escalation Map." Below, we explain what these features are and why they are useful.

Business pulse

The first interesting section is the "business pulse." It provides a brief summary of agent workload, escalations (handovers to human operators), and the number of abandoned or stalled conversations that have gone unanswered:

The most important thing is to keep the escalation load metric within the "green zone." If it becomes too high, you need to either strengthen your agents' knowledge base (it is recommended to check the analytics section to see which questions cause agents to get stuck) or work on improving how your operators handle conversations.

Emotional Customers Pulse

Another interesting component concerns emotional triggers within conversations. Currently, our agents are capable of adapting to the emotional triggers displayed by clients. Furthermore, to provide you with a clear view of the emotional tone in these interactions, the main page features a section that highlights the emotional sentiment of messages received from clients:

Ensure that negative emotional undertones are kept to a minimum, as they affect work performance. If there are too many negative triggers, try analyzing your dialogues with agents and operators.

Escalation Map

Another useful component is the escalation map. It shows which channels most frequently result in transfers to a human agent.

The lower this number, the better your agents are performing.