General Dashboard
If you are a manager or an administrator in Captivated, you can view a snapshot of your team’s activity over a selected period of time, by account, and team by clicking “Dashboard” in the lefthand menu.
Each report can be downloaded to CSV as well.
Items you can view:
- Messages per channel (indicated by both inbound and outbound, does not calculate segments)
- Outbound Messages
- Currently Queued Conversations
- Initiated Conversations
- Open Conversations
- Google Review Requests (If your team has this feature)
- Note: The Dashboard only shows activity that is taking place. If you are not seeing a team member in the dashboard, it means they haven't had any activity for the time period you have selected. You can adjust the time frame for the metrics mentioned above using the date range selection button in the top left corner of the page.
Conversation Dashboard
The Conversation Dashboard shows data regarding all conversations such as:
- Conversations by Queue
- Conversations Completed by User
- Transfers by Queue
- Transfers by User
You can track data such as reply time and transfer time per user. Average time to take a conversation and average duration of the conversation.
Workflows Dashboard
If you have access to workflows on your Captivated account, you can view your current Workflow States and as well as a historical summary of contacts who have entered a workflow under the “Workflows” tab of your Dashboard. If you have multiple workflows on your account, you can select which one you’d like to view using the dropdown above the “Current States” bar graph.
“Current States” shows how many contacts are currently in each state of your workflow, enabling you to see where people are in your pipeline and address any points of congestion that need attention within your business’ processes. You can hover over a specific state with your mouse to view the actual number of contacts in that state. The “Current States” widget is represented in a bar graph without a date picker because it always shows what is currently happening.
The “Summary” widget shows how many contacts have entered and exited the workflow within the given time you specify in the date picker. The pie chart shows a breakdown of the workflow state a contact was in when they exited a workflow. You can hover over a specific state of the pie chart with your mouse to view the actual number of contacts that were in that state when they exited the workflow.
Payments Dashboard
You can also view all of your payment requests and transactions via the “Payments” section in the lefthand menu. Like the general dashboard, you can view payments made between a specific range of dates and you can filter your payments by paid, unpaid, canceled and failed. You can also search for a payment by the reference number.
- To view the payment directly in the conversation, just click on the chat bubbles.
- To send a refund, click on the three dots.
- To download to CSV, hit the download button.
To view, filter and/or download your transactions by type, head to the Transactions Tab. Again, to view the payment directly in the conversation, just hit the blue chat bubbles next to the date and time.
If you don’t see what you are looking for, hit the resync button to load all transactions.
- Questions? You can chat with Captivated Support via the left-hand menu or text Captivated Support at 317.316.3600