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The "Last 30 Days" dashboard has been replaced by the Executive Summary dashboard.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