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

Intended Audience: 

• Admin
• Marketer

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. Use the toggle in the upper right corner to switch between sales and service insights.


 

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. You can also export this report by clicking the "export" button on the right side of the screen.

Here you can also see recent missed and low rated conversations your chat agents have had. This data can provide insight into which Service Agents may need some more coaching.

Scrolling down will show you data on Leads qualified and Leads qualified by team allowing you to see how many leads were qualified or booked a meeting with an agent and Leads qualified by team data. If no Drift agents have marked a Lead as a CQL that day, then it is expected to see no data for the Leads qualified by team report.


Clicking "view more" in either of the above containers will open up an expanded view of the data and you can also hover over different parts of the chart to gain more insight.

Scrolling down will show real time data on team conversations.

Team - Team name
Today's Conversations - This includes all open and closed conversations
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

Median Time To First Response 
Leads Qualified - The number of conversations that resulted in a qualified lead through Drift
Meetings Booked - The number of conversations with a meeting booked through Drift

Below the team conversations report, you can view data on individual teammate performance.
You can export this report by clicking the Export button in the top right side of the screen.
Click the hyperlink under the Missed Conversations section to open up a more in-depth look at missed conversations. The ability to export data from this report will be coming next week!

Just like with Missed Conversations, there is also a hyperlink in the Leads Qualified column which will take you to a more in-depth report on leads qualified by a specific team. 
Finally at the bottom of the page you'll find a bar graph break down of missed conversations by team as well as what the routing fallback outcome of that conversation was. The outcomes we display 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 tool tip shown above.