Insights
Track support performance metrics
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Track support performance metrics
Last updated
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The dashboard section in Conduit provides key insights and analytics to help you understand the messaging and support trends within your organization. These dashboards enable teams to track response times, message volume, and other metrics crucial for optimizing guest communication and operational efficiency.
Dashboards are gated by account permissions giving admins the ability to delve deeper into user-specific metrics and review trends to drive performance improvements.
Using the Insights dashboard, you can monitor critical metrics that offer a comprehensive view of your support operations. Here’s a breakdown of what each section provides:
Total Messages Sent and Received: Track messaging activity over time, including comparisons to previous periods.
Approval Stats: View the proportion of approved, edited, or rejected messages for quality control.
Response Times: Analyze how quickly your team responds to guest inquiries, with data on average and maximum response times.
Message Insights: Discover which topics generate the most conversation volume, and track queued and urgent messages for follow-up.
User Insights: Monitor individual user performance, such as the number of messages sent, response times, and specific actions taken on messages.
Review Insights: Track trends in guest feedback, identifying common issues that may require operational changes.
By leveraging these insights, you can fine-tune your guest communication strategy, identify bottlenecks, and drive operational improvements across the team.
