Use the Connect Support dashboards

Use the Connect Support dashboards in Performance Analytics to understand trends in your support organization's performance over time.

Before you begin

Activate one or both of the following plugins, according to your analytics needs:
  • Performance Analytics - Content Pack - Service Desk Chat (com.snc.pa.chat)
  • Performance Analytics - Context Sensitive Analytics for Chat (com.snc.pa.chat.context_sensitive_analytics)

Role required: both chat_admin and pa_viewer

About this task

The Performance Analytics - Content Pack - Service Desk Chat plugin (com.snc.pa.chat) includes the Service Desk Chat Monitor dashboard, which contains the following tabs:
  • Chat Monitor By State: Contains metrics related to closed support conversations.
  • Overview: Contains several metrics related to support conversations, queues, and agents.
  • KPI Process: Contains metrics that are key performance indicators (KPIs) of the Connect Support process, including the average queue response time, the average duration of support conversations, and the number of new support conversations per day.

The Performance Analytics - Context Sensitive Analytics for Chat plugin (com.snc.pa.chat.context_sensitive_analytics) includes the Context Sensitive Analytics - Chat dashboard. The dashboard contains additional metrics related to support queues, including the number of support conversations closed.

Note: You must license Performance Analytics to collect scores for the indicators on the dashboards. Without Performance Analytics premium, the dashboards display the indicators with no data.

Procedure

  1. Navigate to Performance Analytics > Dashboards.
    The last dashboard you viewed opens.
  2. In the dashboard picker, under the Connect Chat group, select the dashboard you want to view.
  3. View the indicators.