{"id":26708,"date":"2021-12-07T15:45:04","date_gmt":"2021-12-07T15:45:04","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=26708"},"modified":"2024-07-12T17:14:23","modified_gmt":"2024-07-12T16:14:23","slug":"announcing-real-time-dashboard","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/announcing-real-time-dashboard\/","title":{"rendered":"Announcing our new real-time dashboard: Monitor your most important metrics in one place"},"content":{"rendered":"

Support managers are consistently keeping track of conversation volume, capacity, and team performance. Reliable, up-to-date information is crucial to keep the team running smoothly and efficiently.\u00a0<\/span><\/p>\n

When all of this information is located in different places, it can be difficult to get an overview of what\u2019s going well, what needs attention, and what trends are revealing themselves. Support managers make countless rapid decisions<\/a> every day \u2013 they need a convenient, reliable source of information to help them make the best choices for their teams.\u00a0<\/span><\/p>\n

Today, we\u2019re excited to launch Intercom\u2019s real-time dashboard. With one click, support managers can get a clear overview of what\u2019s happening across their support team.<\/span><\/i><\/p>\n

\"Dashboard<\/p>\n

\u201c<\/span>Having this new feature available for us was a game changer! I use the dashboard to manage the amount of tickets in each inbox and the available agents for each inbox. This used to be a very demanding and time-consuming process and now I can have a full view in one place. My team also uses it at the end of their shift to get an overview on how they performed that day.\u201d<\/span><\/i><\/p>\n

 <\/p>\n

\u2013 <\/i>Vera Rosado, <\/i>Customer Support Manager, Pipedrive<\/i><\/p><\/blockquote>\n

Get a holistic view of volume and performance across inboxes\u00a0<\/span><\/h2>\n

On a fast-moving support team, managers need to be able to act quickly when conversations start piling up. When information is scattered it can slow the team down and impact essential customer interactions. They need information in real time, broken down in the most useful way, to ensure their team is assigned effectively and the right measures are in place to deal with high volumes.\u00a0\u00a0<\/span><\/p>\n

We\u2019ve consolidated these details into one easy-to-read dashboard. Now you can easily monitor the conversation volume across inboxes and the rate your team is replying to customers, react quickly to any changes, and assign teammates to the areas where they\u2019re most needed.\u00a0<\/span><\/p>\n

\u201c<\/span>Seeing the volume of unassigned conversations at a glance means we can ensure that agents are assigned to the inboxes which will support our customers in the most efficient way possible. This has really helped our real-time team with the scheduling of our agents. Having the dashboard update in real time has also helped us monitor key metrics like first response time to ensure that we can better maintain our SLA.\u201d<\/span><\/p>\n

 <\/p>\n

\u2013\u00a0 Annie Walker,<\/i>\u00a0Operations Project Manager, ClickTravel<\/i><\/p><\/blockquote>\n

With the real-time dashboard, you can:<\/p>\n