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This section of the user guide is focused on navigating the admin portal homepage. To help you navigate the article we have broken it down into the following sections:



What is displayed on the admin portal homepage?

The purpose of the admin portal homepage is to provide a comprehensive snapshot of the product's usage for chatbot, live chat, and texting.


Who has access to the admin portal homepage?

The admin portal homepage is available for all users but the metrics are determined by each user's permissions. 


If the product has not been turned on for the client, a promo card will be displayed 


If the product is turned on for the client, but the user does not have access, then no metrics will be displayed.


If the product is turned on for the client and the user has metrics, the metrics will displayed.


Administrative

Standard

Limited

View Other Offices

Chatbot Analytics
Live Chat Analytics


Texting Analytics


For more information on user permissions, review the User Roles & Permissions article.


How do I view the admin portal homepage metrics?

Once you log in to the Admin Portal, the homepage will display the product metrics. The metrics displayed are determined by the user's permissions. 



Chatbot 

The chatbot card will display the number number of Conversations (Last Month) and Interactions (Last Time).

  • Conversations (Last Month) - Total number of chatbot conversations from the past month (last 30 days) respective of office permissions.
  • Interactions (Last Month) - The number of interactions from the past month (last 30 days).


Select the View More button to navigate to the Chatbot Analytics page.



Live Chat

The live chat card will display the number of Chats (Last Month), the number of Active Conversations, Avg. Wait Time, and Avg. Response Time.  

  • Chats (Last Month) - Total number of live chats from the past month (last 30 days). 
  • Number of Active Conversations - Sum of active conversations displayed in the “Active Conversations” page.
  • Avg. Wait Time - Average amount of time after the student has requested to speak with a live chat agent until someone takes the conversation and engages with the live chat participant. 
  • Avg. Response Time - The average amount of time for a live chat agent to respond to a participant's question within a conversation.



Select the View More button to navigate to the Live Chat Analytics page.


Limited users don’t have access to the Live Chat Analytics page. Limited users will only be able to view the Active Conversations metric. They will not be given the View More button option.


Texting

The texting card will display the number of Contacts Messaged, Active Campaigns, and Median Response Time.

  • Number of Contacts Messaged - The number of successfully delivered messages within all campaigns.
  • Number of Active Campaigns - Total number of campaigns that are currently active.
  • Median Response Time - The median amount of time the recipient waited for a texting agent to respond to a message.


Select the View More button to navigate to the Texting Analytics page.