Workspace Analytics: Home View
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.
Home View - Cards - Metrics
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|
|Total Requests||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.|
|1st Response||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|
|Total Tickets||The total number of tickets created (must have a ticketing integration connected) from messages by Thena since being added in the channel|
|CSAT||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|
Home View - Table - Metrics
|Channel||The name of the channel where Thena has been added|
|Account Owner||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.
Updated about 1 month ago