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Barbara Lavia

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These are:

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titlePending queriesInquiries

Pending Inquiries

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It represents the number of Inquiries that need to be handled by an operator in the selected time period.Image Removed

Info

By clicking on the little arrow to the right of View details, we are redirected to the Pending Inquiries section in the Customer Service module.

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titleInquiries in progress

Inquiries in progress

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It refers to the number of queries that are being answered at this time.

Info

As in Pending Queries, by clicking on the little arrow to the right of "View details", we are redirected to the queries in progress within the Customer Service panel.

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titleResolved InqueriesInquiries

Resolved Inquiries

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This value refers to the number of queries resolved in the selected time period.

Info

We do not redirect you to resolved queries by clicking the little arrow to the right of "View details".

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titleExpired Inquiries

Expired Inquiries

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This value indicates how many queries have expired in the selected time period.

Info

We can see them within the Customer Service module by clicking on the little arrow next to "See details".

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titleAverage Indicators

Average Indicators

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These three boxes refer to what is related to the operators' average attention.

  • Average attention: Average number of minutes it took from the time the user requested a referral to the attention of a query. The calculation includes the total number of minutes, whether there are any, including out-of-service hours.

  • Average resolution: Average number of minutes it took to resolve queries.

  • Average attention + resolution: Average number of minutes it took from when the user requested a referral until their query was resolved. The calculation includes the total minutes, whether it was within business hours.

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titleNPS/CSAT Score

NPS/CSAT Score

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As its name indicates, it shows the score obtained in these surveys.

To learn more about the uses and differences of this NPS and CSAT, consult the following guide: What are NPS and CSAT? And what are they for?

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titleGupshup Balance Indicator

Gupshup Balance Indicator

Note

WARNING: This indicator will be available only for users whose WhatsApp service provider is Gupshup.

The available balance in Gupshup will appear there, when it is less than 50 USD, to help you be aware of when the time to recharge your balance is approaching.

Tip

TIP: Remember that it is extremely important to have a balance so that the chatbot can work correctly.