Home View

The Workspace Analytics - Home View is your go to for real-time business metrics & customer engagement data.

Date Filtering

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:

Name	Description
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

Name	Description
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.