Key Usage Metrics

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Overview

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

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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:

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1. Chat metrics 💬

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.

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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.

2. 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.

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3. Team metrics 👥

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.

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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:

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