Comprehensive Guide to Understanding Rishpanel’s Analytics Dashboard Metrics

Conversation Metrics

1. New conversations: These are new messages or chats from customers created within the selected period.
2. Closed: Conversations that are finished and marked as closed.
3. Replied to: Individual conversations that someone has responded to.
4. Participated: Unique conversations where an agent sent a message/note.
5. Open: Conversations that are ongoing and need attention.
6. Snoozed: Conversations snoozed temporarily to address later.
7. Assigned: Conversations assigned to a specific agent/team to handle.
8. Replies: The number of times messages were sent in response to a customer.
9. Med. RT (Resolution Time): The median time it takes to solve a customer’s problem.
10. Med. FRT (First Response Time): The median time it takes to send the first reply after receiving a message.
11. Msg. Received: The total number of messages received from customers.
12. Msg. Sent: The total number of messages sent to customers.
13. Private Notes: Internal notes added to a conversation visible only to the team.
14. Reopens: Conversations reopened due to a new customer message or by an agent.
15. One touch: Issues solved with just one response.
16. Avg. Touch: The average number of replies needed before solving an issue.
17. Multi-Channel: Conversations occurring over multiple platforms (email, social media, etc.).
18. Macro count: The number of times predefined responses (macros) were used.

Customer and Revenue Insights

1. Avg. CSAT Score: The average customer satisfaction rating based on feedback.
2. Survey sent: Total customer feedback CSAT surveys sent.
3. Responses received: Number of CSAT surveys submitted by customers.
4. Average rating: Average rating provided in feedback surveys.
5. Revenue From Support: Total revenue generated through agent support efforts, tracked when a customer purchases a product within 14 days of the conversation.
6. Converted conversations: Conversations that resulted in a purchase.
7. Conversion Rate: Percentage of conversations leading to a purchase from the total.
8. Median time to convert: The median time it took for a customer to purchase after interacting with support.
9. Resolved by Self-service: Customer issues resolved via self-service without agent assistance.
10. Routed to support: Conversations escalated from self-service to a live agent.
11. Revenue from self-service: Revenue generated by customers using self-service tools.
12. Flow that converted: Specific workflows (support or self-service) that led to a purchase.
13. Self-Service rate: Percentage of issues resolved through self-service compared to total interactions.

Performance and Utilization

1. Order and Refund Data:
• Revenue: Total revenue generated in the selected time period.
• Refunded: Total amount refunded during the selected time period.
• AOV (Average Order Value): Average value of each order placed.
• Order: Total orders placed during the selected time period.
2. Calculation Types:
• Median: Middle value in a list of times/amounts for typical results.
• Average: Total of values divided by the number of values.
• 90 percentile: Value below which 90% of data points fall.
• 10 percentile: Value below which 10% of data points fall.

On this page

• Analytics Report Definitions
• Conversation Metrics
• Customer and Revenue Insights
• Performance and Utilization