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Dashboard comparisons

This page provides an overview of the metrics that were available within Tableau and compares them with the metrics now available in the updated Analytics Portal dashboards. The following section describes the main changes between the Tableau and Analytics Portal dashboards to provide a clear overview of the most important differences.

Biggest Differences

The following section outlines the main changes between the Tableau and Analytics Portal dashboards, highlighting the most significant differences:

Executive Summary Dashboard

  • The "Last 30 Days" dashboard has been replaced by the Executive Summary dashboard.

  • The Executive Summary dashboard provides the ability to compare KPI performance between web stores.

Main Stats Dashboard

  • The Main Stats dashboard has been combined with the Main Stats Evolution dashboard.

  • Totals have now been added as the last column of the Main Stats table.

  • The evolution charts are reactive to selections within the Main Stats table.

  • Sales stats have been added to the Main Stats dashboard as the Sales Stats tab.

  • The Sales Stats tab has been enhanced with an evolution chart.

  • The evolution chart replaces the Order Revenue and AOV & Conversion evolution charts.

  • The evolution charts are reactive to selections within the Sales Stats table.

Workload Dashboard

  • Within the Workload dashboard, the Archived Without Reaction view has been discontinued.

  • The FRT evolution graph has been converted to a bar chart.

  • The evolution charts are reactive to selections within the heatmaps.

Agent Dashboard

  • The Performance CSM dashboard is now called the Agent dashboard.

  • The Agent dashboard is enhanced with an evolution chart.

  • It is further enhanced with the Sales/CSR Stats as the Sales Performance tab.

  • The Sales Performance tab includes an evolution chart.

  • Within the Agent dashboard, the evolution charts are reactive to selections within the tables.

Tagging Dashboard

  • The Categorized and Auto Tagging dashboards have been combined to form the new Tagging dashboard.

  • The tags table can be sorted based on Category, Tag, Web Store, Conversation Type, and Channel.

  • The tag action overview now shows all tag actions in a single bar chart.

  • The tag actions charts are reactive to selections within the Tagging table.

  • The "Top Three Tags Per Channel" feature is no longer available.

Native Voice

  • On the Native Voice dashboard, it is now easier to gain insights into the main call categories (total, incoming, outgoing).

  • Talk and RQ Time & IWT are no longer available within the donut graph.

Native Chat

  • Within the Native Chat dashboard, the widgets are now reactive to selections.



Full Metric Changes

The following section provides a complete overview of all metrics that were and are now available on the dashboards. For each metric, it is highlighted where metrics could previously be found in Tableau and where they are now located in the Analytics Portal.

Metrics

Previously

Now

Sub-section

Available metrics on dashboards

Tableau dashboard name

Analytics Portal dashboard name

Sub-section within dashboard



General KPI's Metrics

Metrics

Previously

Now

Sub-section

MoM CWR

N/a

Executive summary 

KPI widget

MoM FRT

N/a

Executive summary 

KPI widget

MoM CRT

N/a

Executive summary 

KPI widget

MoM % within SLA

N/a

Executive summary 

KPI widget

MoM % FCR

N/a

Executive summary 

KPI widget

 MoM ESMPAC

N/a

Executive summary 

KPI widget

Webstore comparison

N/a

Executive summary 

KPI widget

KPI evolution

Main stats evolution

Executive summary 

Evolution widget

Volume of new conversations

Last 30 days

Main stats

Main stats table

Effectivity (Messages per conv/ CRT)

Last 30 days

Executive summary & main stats

 Main stats table

Inbound vs outbound activity

Last 30 days

Executive summary & Workload

Diff workload 

Productivity (Activity / time)

Last 30 days

Main stats & workload & Agent

Main stats table

Speed (First Response time)

Last 30 days

Executive summary & main stats

Main stats table

Friendliness (Customer ratings)

Last 30 days

Native Chat 

Main stats table

Order & return value (sales conversion)

Last 30 days

Main stats 

Sales stats table



Workload Metrics

Metrics

Previously

Now

Sub-section

Nr Inbound activity/workload

Workload

Workload

Inbound activity widget

Inbound activity heatmap

Workload

Workload

Inbound activity heatmap

Inbound activity across time

Workload

Workload

Inbound activity evolution

Nr outbound activity/workload

Workload

Workload

Outbound activity/widget

Outbound activity/ heatmap

Workload

Workload

Outbound activity/ heatmap

Outbound activity/ across time

Workload

Workload

Outbound activity/ evolution

Nr diff Workload In/Out

Workload

Workload

Diff Workload In/Out widget

Diff Workload In/Out heatmap

Workload

Workload

Diff Workload In/Out heatmap

Diff Workload In/Out across time

Workload

Workload

Diff Workload In/Out evolution

Nr archived without reaction 

Workload

Main stats

Main stats table

Archived without reaction heatmap 

Workload

n/a

n/a

Archived without reaction across time

Workload

Main stats evolution

Evolution 

Avg Active CSR 

Workload

Workload

Active agents widget

Avg Active CSR heatmap

Workload

Workload

Active agents heatmap

Avg Active CSR across time

Workload

Workload

Active agents evolution

Avg FRT KPI

Workload

Workload

Avg FRT widget

Avg FRT heatmap

Workload

Workload

Avg FRT heatmap

Avg FRT across time

Workload

Workload

Avg FRT evolution

Operational Performance Metrics

Metrics

Previously

Now

Sub-section

Nr Conversations

Main stats table

Main stats

Main stats table

Nr started conversations

Main stats table

Main stats

Main stats table

Nr earlier started conversations

Main stats table

Main stats

Main stats table

Conversations with status open

Main stats table

Main stats

Main stats table

Conversations with status snoozed

Main stats table

Main stats

Main stats table

Conversations with status archived

Main stats table

Main stats

Main stats table

Archived with reaction

Main stats table

Main stats

Main stats table

Archived without reaction

Main stats table

Main stats

Main stats table

Internal sent messages

Main stats table

Main stats

Main stats table

External sent messages

Main stats table

Main stats

Main stats table

Agent touched conversations

Main stats table

Main stats

Main stats table

Conversations with agent reply

Main stats table

Main stats

Main stats table

Outbound activity

Main stats table

Main stats

Main stats table

Avg. Outbound acitivity / active 15 mins

Main stats table

Main stats

Main stats table

Avg. Outbound acitivity / 8hr day

Main stats table

Main stats

Main stats table

% SLA (within service level agreement)

Main stats table

Main stats

Main stats table

FRT (First response time)

Main stats table

Main stats

Main stats table

CRT (Contact resolution time)

Main stats table

Main stats

Main stats table

%FCR (First contact resolution)

Main stats table

Main stats

Main stats table

Avg. ESMPAC 

Main stats table

Main stats

Main stats table

Operational Performance Metrics Across Time

Metrics

Previously

Now

Sub-section

Nr Conversations across time

Main stats evolution

Main stats

Main stats evolution

Nr started conversations across time

Main stats evolution

Main stats

Main stats evolution

Nr earlier started conversations across time

Main stats evolution

Main stats

Main stats evolution

Conversations with status open across time

Main stats evolution

Main stats

Main stats evolution

Conversations with status snoozed across time

Main stats evolution

Main stats

Main stats evolution

Conversations with status archived across time

Main stats evolution

Main stats

Main stats evolution

Archived with reaction across time

Main stats evolution

Main stats

Main stats evolution

Archived without reaction across time

Main stats evolution

Main stats

Main stats evolution

Internal sent messages across time

Main stats evolution

Main stats

Main stats evolution

External sent messages across time

Main stats evolution

Main stats

Main stats evolution

Agent touched conversations across time

Main stats evolution

Main stats

Main stats evolution

Conversations with agent reply across time

Main stats evolution

Main stats

Main stats evolution

Outbound activity across time

Main stats evolution

Main stats

Main stats evolution

Avg. Outbound acitivity / active 15 mins across time

Main stats evolution

Main stats

Main stats evolution

Avg. Outbound acitivity / 8hr day actross time

Main stats evolution

Main stats

Main stats evolution

% SLA (within service level agreement) across time

Main stats evolution

Main stats

Main stats evolution

FRT (First response time) across time

Main stats evolution

Main stats

Main stats evolution

CRT (Contact resolution time) across time

Main stats evolution

Main stats

Main stats evolution

%FCR (First contact resolution) across time

Main stats evolution

Main stats

Main stats evolution

Avg. ESMPAC across time

Main stats evolution

Main stats

Main stats evolution

Sales Performance Metrics

Metrics

Previously

Now

Sub-section

Order revenue

Sales stats 

Main stats

Sales stats table 

AOV (Average order value)

Sales stats

Main stats

Sales stats table 

Orders with service interaction (pos)

Sales stats

Main stats

Sales stats table 

Conversation (Order with SI/ Archived with reaction)

Sales stats

Main stats

Sales stats table 

Return value

Sales stats

Main stats

Sales stats table 

Avg. return value (ARV)

Sales stats

Main stats

Sales stats table 

Returns with service interaction

Sales stats

Main stats

Sales stats table 

Return conversion (Returns with SI / Archived with reaction)

Sales stats

Main stats

Sales stats table 

Sales Performance Metrics Across Time

Metrics

Previously

Now

Sub-section

Order revenue across time

Sales stats evolution

Main stats

Sales stats evolution

AOV (Average order value)  across time

Sales stats evolution

Main stats

Sales stats evolution

Orders with service interaction (pos)  across time

Sales stats evolution

Main stats

Sales stats evolution

Conversation (Order with SI/ Archived with reaction)  across time

Sales stats evolution

Main stats

Sales stats evolution

Return value  across time

Sales stats evolution

Main stats

Sales stats evolution

Avg. return value (ARV)  across time

Sales stats evolution

Main stats

Sales stats evolution

Returns with service interaction  across time

Sales stats evolution

Main stats

Sales stats evolution

Return conversion (Returns with SI / Archived with reaction)  across time

Sales stats evolution

Main stats

Sales stats evolution

Agent Operational Performance Metrics

etrics

Previously

Now

Sub-section

Agent touched conversations

Performance CSR

Agent 

Performance per agent table

Agent Outbound activity

Performance CSR

Agent 

Performance per agent table

Agent active 15 minutes

Performance CSR

Agent 

Performance per agent table

Avg. outbound activity /  active 15 minutes 

Performance CSR

Agent 

Performance per agent table

Avg. outbound activity /  active 8 hr day

Performance CSR

Agent 

Performance per agent table

Agent % SLA  (within service level agreement)

Performance CSR

Agent 

Performance per agent table

Agent FRT (First response time)

Performance CSR

Agent 

Performance per agent table

Agent CRT (Contact resolution time)

Performance CSR

Agent 

Performance per agent table

Agent % FCR (First contact resolution)

Performance CSR

Agent 

Performance per agent table

Agent Operational Performance Metrics Across Time

Metrics

Previously

Now

Sub-section

Agent touched conversations across time

Main stats evolution

Agent 

Agent performance evolution

Agent Outbound activity across time

Main stats evolution

Agent 

Agent performance evolution

Agent active 15 minutes across time

Main stats evolution

Agent 

Agent performance evolution

Avg. outbound activity /  active 15 minutes across time

Main stats evolution

Agent 

Agent performance evolution

Avg. outbound activity /  active 8 hr day across time

Main stats evolution

Agent 

Agent performance evolution

Agent % SLA across time

Main stats evolution

Agent 

Agent performance evolution

Agent FRT across time

Main stats evolution

Agent 

Agent performance evolution

Agent CRT across time

Main stats evolution

Agent 

Agent performance evolution

Agent % FCR across time

Main stats evolution

Agent 

Agent performance evolution

Agent Sales Performance

Metrics

Previously

Now

Sub-section

Order revenue allocated to agent

Sales CSR

Agent

Sales stats table 

AOV (Average order value) of orders allocated to agent

Sales CSR

Agent

Sales stats table 

Orders with service interaction (pos) allocated to agent

Sales CSR

Agent

Sales stats table 

Conversation (Order with SI/ Achived with reaction) allocated to agent

Sales CSR

Agent

Sales stats table 

Return value allocated to agent

Sales CSR

Agent

Sales stats table 

Avg. return value (ARV) of orders allocated to agent

Sales CSR

Agent

Sales stats table 

Returns with service interaction of orders  allocated to agent

Sales CSR

Agent

Sales stats table 

Return conversion (Returns with SI / Archived with reaction) 

Sales CSR

Agent

Sales stats table 



Agent Sales Performance Across Time

Metrics

Previously

Now

Sub-section

Order revenue allocated to agent

n/a

Agent 

Sales stats evolution

AOV (Average order value) of orders allocated to agent

n/a

Agent 

Sales stats evolution

Orders with service interaction (pos) allocated to agent

n/a

Agent 

Sales stats evolution

Conversation (Order with SI/ Achived with reaction) allocated to agent

n/a

Agent 

Sales stats evolution

Return value allocated to agent

n/a

Agent 

Sales stats evolution

Avg. return value (ARV) of orders allocated to agent

n/a

Agent 

Sales stats evolution

Returns with service interaction of orders  allocated to agent

n/a

Agent 

Sales stats evolution

Return conversion (Returns with SI / Archived with reaction) 

n/a

Agent 

Sales stats evolution



n/a

Agent 

Sales stats evolution



Operational Performance For Tagged Conversations

Metrics

Previously

Now

Sub-section

Nr conversations tag

Categorised tagging

Tagging

Tag tab

% conversations tagged with tag

Categorised tagging

Tagging

Tag tab

Active 15 min spent on conversations with tag

Categorised tagging

Tagging

Tag tab

% SLA of conversations with tag

Categorised tagging

Tagging

Tag tab

CRT duration of conversations with tag

Categorised tagging

Tagging

Tag tab

Conversations with reply with tag

Categorised tagging

Tagging

Tag tab

Avg ESMPAC for conversations with tag

Categorised tagging

Tagging

Tag tab

% FCR for conversations with tag

Categorised tagging

Tagging

Tag tab

Conversations Tagged Within Category

Metrics

Previously

Now

Sub-section

Nr conversations tagged with tag within category

Categorised tagging

Tagging

Category tab

% conversations tagged with tag within category

Categorised tagging

Tagging

Category tab

Active 15 min spent on conversations with tag within category

Categorised tagging

Tagging

Category tab

% SLA of conversations with tag within category

Categorised tagging

Tagging

Category tab

CRT duration of conversations with tag within category

Categorised tagging

Tagging

Category tab

Conversations with reply with tag within category

Categorised tagging

Tagging

Category tab

Avg ESMPAC for conversations with tag within category

Categorised tagging

Tagging

Category tab

% FCR for conversations with tag within category

Categorised tagging

Tagging

Category tab

Conversations Tagged Within Webstore

Metrics

Previously

Now

Sub-section

Nr conversations tagged with tag within webstores

Categorised tagging

Tagging

Webstore tab

% conversations tagged with tag within webstores

Categorised tagging

Tagging

Webstore tab

Active 15 min spent on conversations with tag within webstores

Categorised tagging

Tagging

Webstore tab

% SLA of conversations with tag within webstores

Categorised tagging

Tagging

Webstore tab

CRT duration of conversations with tag within webstores

Categorised tagging

Tagging

Webstore tab

Conversations with reply with tag within webstores

Categorised tagging

Tagging

Webstore tab

Avg ESMPAC for conversations with tag within webstores

Categorised tagging

Tagging

Webstore tab

% FCR for conversations with tag within webstores

Categorised tagging

Tagging

Webstore tab

Conversations Tagged of Conversation Type

Metrics

Previously

Now

Sub-section

Conversations tagged with tag of conversation types

Categorised tagging

Tagging

Conversation type

Nr conversations tagged with tag of conversation types

Categorised tagging

Tagging

Conversation type

% conversations tagged with tag of conversation types

Categorised tagging

Tagging

Conversation type

Active 15 min spent on conversations with tag of conversation types

Categorised tagging

Tagging

Conversation type

% SLA of conversations with tag of conversation types

Categorised tagging

Tagging

Conversation type

CRT duration of conversations with tag of conversation types

Categorised tagging

Tagging

Conversation type

Conversations with reply with tag of conversation types

Categorised tagging

Tagging

Conversation type

Avg ESMPAC for conversations with tag of conversation types

Categorised tagging

Tagging

Conversation type

% FCR for conversations with tag of conversation types

Categorised tagging

Tagging

Conversation type

Conversations Tagged Conversations of Channel

Metrics

Previously

Now

Sub-section

Nr conversations tagged with tag of channel

Categorised tagging

Tagging

Channel tab

% conversations tagged with tag of channel

Categorised tagging

Tagging

Channel tab

Active 15 min spent on conversations with tag of channel

Categorised tagging

Tagging

Channel tab

% SLA of conversations with tag of channel

Categorised tagging

Tagging

Channel tab

CRT duration of conversations with tag of channel

Categorised tagging

Tagging

Channel tab

Conversations with reply with tag of channel

Categorised tagging

Tagging

Channel tab

Avg ESMPAC for conversations with tag of channel

Categorised tagging

Tagging

Channel tab

% FCR for conversations with tag of channel

Categorised tagging

Tagging

Channel tab

Operational Performance For Tagged Conversations Across Time

Metrics

Previously

Now

Sub-section

Nr conversations tagged with tag across time

Categorised tagging

Tagging

Tagging evolution

Nr conversations tagged within category across time

Categorised tagging

Tagging

Tagging evolution

Nr conversations tagged within webstore across time

Categorised tagging

Tagging

Tagging evolution

Nr conversations tagged within conversation type across time

Categorised tagging

Tagging

Tagging evolution

Nr conversations tagged within Channel across time

Categorised tagging

Tagging

Tagging evolution

Tag Actions 

Metrics

Previously

Now

Sub-section

Tags manually added

Autotagging

Tagging

Tag action overview

Tags manually deactivated

Autotagging

Tagging

Tag action overview

Suggested tag added

Autotagging

Tagging

Tag action overview

Suggested tag manually deleted

Autotagging

Tagging

Tag action overview

Suggested tag not applied

Autotagging

Tagging

Tag action overview

Automatically added

Autotagging

Tagging

Tag action overview

Automatically tag manually added

Autotagging

Tagging

Tag action overview

Automatically tag deactivated

Autotagging

Tagging

Tag action overview

Tag Actions Evolution

Metrics

Previously

Now

Sub-section

Nr of tag actions across time

Autotagging

Tagging

Tag action evolution

Chat Performance

Metrics

Previously

Now

Sub-section

Chat First response time pie chart

Chat

Native chat

First response time pie chart

Chat FRT & CRT across time

Chat

Native chat

FRT & CRT evolution

Chat archived without reaction

Chat

Native chat

Overview table

Chat archived with reaction

Chat

Native chat

Overview table

Happy rated chat conversations

Chat

Native chat

Overview table

Happy rated chat conversations %

Chat

Native chat

Overview table

Chat Avg. ESMPAC

Chat

Native chat

Overview table

Chat Avg. FRT

Chat

Native chat

Overview table

Chat Avg. CRT

Chat

Native chat

Overview table

Chat presence

Chat

Native chat

Presence during service hours

Chat conversations by referrer (originated from)

Chat

Native chat

Conversations by referrer

Phone Performance

Metrics

Previously

Now

Sub-section

Total calls

Phone

Native Voice

Total calls widget

Incoming calls

Phone

Native Voice

Incoming calls widget

Outgoing calls

Phone

Native Voice

Outgoing calls widget

Total customers

Phone

Native Voice

Connected customers widgets

Avg initial waiting time

Phone

Native Voice

Average initial waiting time widgets

Average call duration

Phone

Native Voice

Average call duration widget

Missed customers

Phone

Native Voice

Missed customers widget

Connected calls

Phone

Native Voice

Connected calls widget

Missed calls

Phone

Native Voice

Missed calls widget

Call heatmaps

Phone

Native Voice

Call heatmap

Call evolution

Phone

Native Voice

Call evolution

Talk and RQ time

Phone

Native Voice

Average call duration widget

Calls per customer

Phone

Native Voice

Donut diagram

Category and tags

Phone

Native Voice

Native Voice table

CSR

Phone

Native Voice

Native Voice table

Webstore

Phone

Native Voice

Native Voice table

Call log

Phone

Native Voice

Native Voice table

Collaboration/Forecast

Metrics

Previously

Now

Sub-section

Collaboration 

Collaboration 

N/a

N/a

Forecast

Forecast

N/a

N/a

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