ShareCRM Support Dashboard Introduction Video:

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1. Service Overview

Monitor key metrics in real-time for support scenarios:

• Total Sessions: The total number of sessions within the selected time frame and corresponding channels.
• Average First Response Time: The average time difference between a customer’s first message and the agent’s initial reply in new sessions.
• Average Session Response Time: The average time difference between each customer message and the agent’s reply during a session.
• Average Session Duration: The average time difference between session initiation and closure.
• Service Satisfaction Score: The average rating provided by customers for the session.
• Transfer Rate: The percentage of sessions transferred out of the total sessions.

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2. Support Session List

Key capabilities from a session management perspective:

• Real-time Session Monitoring: Support managers can transfer, close, or review session records directly.
• Chat Log Segmentation: Conversations are organized by session for quick reference.
• Session Claiming: Agents can pick up pending sessions via the transfer function.
• Column Customization: Display channel-specific object fields (e.g., Account objects for ShareCRM Support, WeChat User objects for WeChat channels).

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3. Support Performance Analytics

Track individual agent performance metrics, including:
- Total sessions handled
- Response times
- Customer satisfaction ratings

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4. WeChat Customers

For businesses using WeChat channels:
- View statistics and details of all WeChat users who follow the connected service account(s).
- Switch between multiple linked WeChat service accounts via the top-right dropdown.

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