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The "Last 30 Days" dashboard has been replaced by the Executive Summary dashboard.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