The Workspace Analytics - Home View is your go to for real-time business metrics & customer engagement data.
As Thena is added to more customer-facing channels, and time goes on, we’re able to learn as well as showcase trends that naturally occur in your workspace. Use the date filters to pick a start and end date.
The following metrics or engagement-related insights are available from this view:
|Total Shared Channels
|The number of shared channels you have added for Thena to monitor
|The count of requests that have been detected, or created, by Thena since being added in the channel.
|1st Response SLA Alerts
|The count of SLA alerts that have occurred in a channel since Thena was added. An SLA Alert is sent when you have not yet responded to a customer request within a specified time period.
|The average time, in minutes, it took for you to acknowledge and respond to a customer request
|Average Request Close Time
|The average number of mins, or hours, elapsed since a request was created and then closed
|The total number of tickets created (must have a ticketing integration connected) from messages by Thena since being added in the channel
|The average CSAT across all channels since Thena has been added.
CSAT calculation : (Favorable CSAT responses / Total CSAT responses) *100
|Average Ticket Close Time
|The average number of mins, or hours, elapsed since a ticket was created and then closed
|The name of the channel where Thena has been added
|The assigned CSM, Account Executive or Account Manager associated with the relevant Customer Account.
All other views from the table resemble those in the card view, refer to the first table for more information on those fields.
|Pick a metric for Thena to display in a time series view
group by capability that creates a breakdown on the selected value
|Input a start and end date to filter the data by
|Add a filter, or multiple filters, to limit the metric selected in the show field
Updated 3 months ago