The RealTime Dashboard elevates Drift’s platform to a new level by providing Service and Sales Managers with realtime, up-to-date information on conversation volume, agent availability and capacity, as well as critical team performance metrics.

Billing Plan:
The RealTime Dashboard is available on the FY22 Premium plan and above.

In this Article, we'll go over:

• Accessing the RealTime Dashboard
• Reading the RealTime Dashboard

Accessing the RealTime Dashboard

To access the RealTime Dashboard, navigate to the reports tab. 


 

Reading The RealTime Dashboard

The RealTime Dashboard provides several different real time reports on conversation data, agent data, and overall team performance. 

The Team Status report shows you how many agents on a given team are currently online or offline in Drift.

Click "view more" to open up a more in-depth look at the Team Status report. Clicking on part of the graph will open up a pre filtered drilldown for the team you clicked on. Use the Filter button to filter the report how you like.

Here you can also see recent missed conversations as well as conversations your Service Agents have had that have been rated a 3 or below. This data can provide insight into which Service Agents may need some more coaching. Clicking "view conversation" will take you right to the conversation and show what caused the conversation to be missed. The "send email" button can be used to send a follow up email to the site visitor in the missed conversation. 

Scrolling down will show real time data on team performance.


Here you can view the following information:

Team - Team name
Todays Conversations - This includes all open and closed conversations from the day
Not Responded - Conversations that are routed to an agent but have not been responded to
Missed Conversations - Conversations that have not received a response within one minute of being routed or have fallen into the unresponsive fallback. The table shows the fallback out comes that qualify as a missed chat

Online - The number of agents currently online in a team
Offline - The number of agents currently offline in a team

Use the Export CSV button to export the report.

Below the team conversations report, you can view data on individual teammate performance.

In this report you will find:
Today's conversations - The number of conversations a rep has taken in a day. This breaks down further to show how many open and closed conversations a rep has had throughout the day
Missed conversations - The number of conversations that a rep has missed
Median time to first response - The median length of time of the first response after being routed into a conversation 
Median chat length - The median length of time of all conversations that have occurred that day
Average response time - The total average response time across all conversations that have occurred that day
Tickets created - The number of tickets that were created by an agent during conversations
Average rating - The average conversation rating from conversations that have occurred that day

Use the Export CSV button to export the report.


Finally, below the Teammate Performance Report, you'll find the Missed Conversations By Team Report. Here you can view missed conversations and routing fallback outcomes. The different outcomes you can view are:

• No response by teammate
• Away message
• Ticket created
• Meeting invite sent
• Re-Routed

Clicking the "view more" button will give you an expanded, unfiltered view of the metrics you see in the graph above. If you would like to see a filtered view, you can click the "Click to view data" button in the tooltip above.