ShareCRM Support Dashboard Introduction Video:

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1. Service Overview

Monitor key metrics in real-time for customer service scenarios:

• Total Sessions: The aggregate number of sessions within the selected time frame and channels.
• Average First Response Time: The mean duration between a customer’s initial message and the agent’s first reply in new sessions.
• Average Session Response Time: The mean duration between each customer message and the corresponding agent response during active sessions.
• Average Session Duration: The mean time difference between session initiation and closure.
• Service Satisfaction Score: The average rating given by customers for service interactions.
• Transfer Rate: The percentage of sessions that were transferred relative to the total session count.

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2. Support Session List

Key capabilities from the agent session perspective:

• View all active sessions in real-time, with options for supervisors to transfer, close, or review conversation records.
• Chat histories are segmented by session for quick navigation to specific interactions.
• Agents can claim pending sessions via the transfer function directly from the session list.
• Customize column displays to show channel-specific object fields (e.g., Account objects for ShareCRM Support channels, WeChat User objects for WeChat channels).

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3. Agent Performance Analytics

Track individual agent KPIs in real-time, including:

• Session volume
• Response times
• Customer satisfaction ratings

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4. WeChat Account Management

For enterprises using WeChat channels:

• View aggregated data for all WeChat users who follow your official service accounts.
• Switch between multiple connected WeChat service accounts via the top-right dropdown.

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