Your new Fusion Dashboards – What they do and how to use them.
What do the dashboards do?
They are easy visual guides to help you track support activity across your marketplaces, monitor feedback performance and comply with service level agreements. They help you manage your customer support activity and make sure your resources are aligned.
Where are they located?
On the first page after you login, below the XSellco logo, underneath the Sales tab.
The four new tabs are –
- Response Times
So, how do I use them?
The Overview tab is a headline summary of all your customer support activity.
Messages – It gives you a snapshot of how efficiently you’re dealing with support tickets. The orange is your incoming messages and the blue your outgoing messages. The green line shows the number of unresolved tickets. The height of the orange bar is the total number of incoming messages, the height of the light section is the total number of tickets. Hover over the chart to reveal a tile displaying specific activity.
The chart footer displays the ticket totals for the selected time period, your average response times and the average of how long it takes to resolve an issue.
To filter Date Range;
– Select the drop down menu using the arrow
– Choose preferred date range
– Use directional arrows to scroll back and forth in the specified date interval
– Alternatively, customize the dates using the format YYYY-MM-DD
– Click to ‘Apply’ changes
Tip 1 – Change the date range to display different time periods, view data hourly by selecting a single day.
Tip 2 – To filter variables displayed in the chart click the chart legend.
Tickets By Channel – See the distribution of your tickets by channel, and drill down further for ticket type breakdown by marketplace.
Feedback – Shows you how your Positive Feedback scores are trending, and what percentage of your feedback is positive, neutral and negative.
Languages and Labels – Get the language breakdown for all your tickets and if you’re using labels also see the breakdown here. A label is a tag you can assign to organize your tickets.
2. Tickets Dashboard
This is the second Fusion tab, providing a detailed view of your support ticket activity. The heat map highlights changes to the number of incoming messages, sent messages and active agents. Your busiest times for support ticket activity is shown in red. The darker the color the more activity took place.
Tip 1 – Seeing high shipping query volumes? Save yourself time by making reply templates for shipping queries.
Tip 2 – Use Labels to categorize certain types of tickets, for example, VIP, Urgent, etc.
3. Response Times Dashboard
The third Fusion tab, it helps you manage your response times and stay on the right side of marketplace SLAs. The columns show you when you hit the SLA and when you didn’t. Breaches are displayed in red on the chart columns. Use this to comply with Amazon and eBay response times.
First Response Time is the average time it takes to respond to the first message in a ticket. Average Response Time is the average time it takes to respond to all messages.
Time breakdown tracks your responses within a 24-hour period. SLA breaches, outside 24-hrs are indicated by orange triangles. The numbers track how many tickets you’ve resolved and the number of messages you’ve sent in the time period. Ticket types are broken down by average response times. The progress bar charts the percentage of SLA compliant replies by channel.
Tip – Reply to more that 90% of your messages within 24-hours.
The fourth Fusion tab, it gives you an overview of support agent activity. The red column is the number of active agents. Underneath the columns, the five agents who have made the most responses are shown. Hover over the chart to reveal a tile displaying specific activity.
It also ranks performance by showing the total number of messages each agent has responded to and their average handling time.
Anything else I need to know?
There are a range of print and download options for each chart, accessed using the icon above.