Manager Dashboard
Thread
As a pod lead or manager using Thread, I need to have real-time visibility into the status of my team's helpdesk.
This might include viewing metrics or details around:
- Total assigned threads for a pod
- Total opened, active, and closed threads for a time period
- Thread lifecycle metrics like average response time, current wait time
- Key events like total threads in Swarm Mode
- Leaderboards
R
Ricky Balmaceda
Merged in a post:
Chat usage statistics in the Admin panel
E
Ella Santos
Like the title says, we would like a feature to show numbers on how often chat has been used by us and our clients.
R
Ricky Balmaceda
Merged in a post:
Management KPIs & Dashboard inside of the Admin Center
A
Albert Lotito
R
Ricky Balmaceda
Merged in a post:
Client Engagment Reporting
G
Gavin Dickinson
We require the ability to generate comprehensive engagement reports for both internal analysis and external distribution. Internally, these reports should provide detailed insights into user activity and resolution times, helping us track metrics such as frequency by client, resposne times by employee, feature utilization, and average time to resolve issues.
Externally, we need to provide clients with reports detailing their specific usage metrics and compare them with other clients and all thread users. These comparative reports, which will include anonymized and aggregated data, will enable clients to benchmark their performance and identify areas for optimization.