The following 7 indicators in the Dashboard are related to the Customer Service Module.
These are:
Pending Inquiries
It represents the number of Inquiries that need to be handled by an operator in the selected time period.
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.
Inquiries in progress
It refers to the number of queries that are being answered at this time.
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.
Resolved Inquiries
This value refers to the number of queries resolved in the selected time period.
We do not redirect you to resolved queries by clicking the little arrow to the right of "View details".
Expired Inquiries
This value indicates how many queries have expired in the selected time period.
We can see them within the Customer Service module by clicking on the little arrow next to "See details".
Average Indicators
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.
NPS/CSAT Score
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?
Gupshup Balance Indicator
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: Remember that it is extremely important to have a balance so that the chatbot can work correctly.