Overview

Once you have connected your WhatsApp numbers to Periskope, you can view and understand the metrics on the dashboard.

Understanding the metrics

Periskope dashboard consists primarily of two sections:

  1. Metrics: This section consists of the key metrics for your WhatsApp numbers and team.
  2. Connected Phones: This section lists all the connected WhatsApp numbers. You can see the status of the phone and also perform actions on it.

The dashboard metrics section provides a summary of the key metrics for your WhatsApp numbers. Here’s a quick overview of the metrics:

Metrics are divided into three sections:

1. Chat metrics πŸ’¬

  1. All Chats: The total number of chats that the connected WhatsApp number is part of.
  2. Active Chats: The number of chats that have had activity based on selected days filter.
  3. Total Messages: The total number of messages received in the selected days filter.
  4. Flagged chats: Total number of chats that are flagged as important by AI and team members based on selected days filter.

To know more about flagged chats or average response time, read the section on What are flagged messages 🚩.

2. Tickets and bulk message metrics 🏷️

  1. Tickets:
    • Open Tickets: The number of tickets that are open and not resolved.
    • Closed Tickets: The number of tickets that are resolved and closed.
  1. Bulk Messages:
    • Sent: The number of bulk messages sent in the selected days filter.
    • Delivered: The number of bulk messages delivered in the selected days filter.

3. Team metrics πŸ‘₯

Team metrics provide insights into the performance of your team members using a metric table. Here’s a quick overview of the metrics:

  1. # messages sent: The total number of messages sent by a team member.
  2. # open tickets: The total number of open tickets assigned to a team member.
  3. # Responses: The total number of responses sent to flagged messages by a team member.
  4. # Average response time: The average time taken by a team member to respond to a flagged message.

To know more about flagged chats or average response time, read the section on What are flagged messages 🚩.

You can switch between multiple day filters based on your requirement. The default filter is set to Last 30 days.

What are flagged messages 🚩

Flagged messages are messages that are marked as important by the AI or any team member.

Once any member of the team responds to or after a flagged message, it is marked as unflagged and response time is calculated for each flagged message based on time taken to respond to a flagged message.

These per flagged message response times are further used to calculate the # Average response time for each team member.

These messages are highlighted in the chat section for quick reference as shown below:

Messages can also be flagged manually by team members by right click on the message and flagging the message.

For any queries or help, reach out to us here