Navigating the Admin Portal Homepage

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?
• Who has access to the admin portal homepage?
• How do I view the admin portal homepage metrics?
  • Virtual Assistant
  • Live Assistant
  • Two-Way Messaging

What is displayed on the admin portal homepage?

The purpose of the admin portal homepage is to provide a comprehensive snapshot of the preferred student communication channels usage for virtual assistant, live assistant, two-way messaging, and the action panel.

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 a preferred student communication channel has not been turned on for the partner, a promo card will be displayed 

If a preferred student communication channel is turned on for the partner, but the user does not have access, no metrics will be displayed.

If a preferred student communication channel is turned on for the partner and the user has access, the metrics will displayed.

	Administrative	Standard	Limited	View Other Offices
Virtual Assistant Analytics
Live Assistant Analytics
Two-Way Messaging 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. 

Virtual Assistant  

The virtual assistant card will display the number number of Conversations (Last Month) and Interactions (Last Month).

• Conversations (Last Month) - Total number of virtual assistant 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 Virtual Assistant Analytics page.

Live Assistant

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

• Conversations (Last Month) - Total number of live conversations 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 agent until someone takes the conversation and engages with the live participant. 
• Avg. Response Time - The average amount of time for a live agent to respond to a participant's question within a conversation.

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

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

Two-Way Messaging 

The Two-Way Messaging 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 an agent to respond to a message.

Select the View More button to navigate to the Two-Way Messaging Analytics page.

Action Panel

The new action panel displays suggested onboarding actions to optimize your Ocelot experience. The action panel shows cards for each task/action that should be completed in order of priority. Each card includes the preferred student communication channel that corresponds with that action.

Actions can be user-specific or global. Once an action is completed or if you'd like to dismiss it, select the X on the far right of each action.

The action panel can be hidden or expanded at any time by clicking the blue arrow.

• Progress Bar - Shows the percentage of completed actions within the action panel
• To Do - Shows completed and incomplete actions that have not yet been archived 
• Archived - Shows actions that have been archived
• Show Offices - Shows offices that have completed the card action

Action Items

• Create your first variable - This user-specific action will display if:

• User has been granted Virtual Assistant-Standard or Virtual Assistant-Administrative role

• Current user has never configured a general or custom variable

When this action is selected you will be redirected to the Virtual Assistant >Variables page.

• Configure your first Web Knowledge Source - This global action will display if:

• User has been granted Virtual Assistant-Administrative role 
• No web knowledge sources exist at all within the virtual assistant

If a web knowledge source is created then deleted, the action moves from Archived to To Do for all users with this role

When this action is selected you will be directed to the Virtual Assistant>Web Knowledge Source page.

• Customize your first question template - This user-specific action will display if:

• User has been granted Virtual Assistant-Standard or Virtual Assistant-Administrative role
• User has never customized a question template and published it within the virtual assistant regardless of office

When this action is selected, you will be directed to the Question Templates page.

• Customize the Behavior Settings of your virtual assistant - This user-specific action will display if:

• User has been granted the Virtual Assistant-Administrative role
• Default Behavior Settings have not been changed by anyone for any office in which the user has permissions to

*If a new office is added after the card is marked complete and the user is granted permissions to it,  the card reappears in the To Do list

When this action is selected, you will be directed to the Virtual Assistant>Behavior Settings page.

• Customize the Look & Feel of your Virtual Assistant - This global action will display if: 

• User has been granted Virtual Assistant-Administrative role 
• Default Look & Feel Settings have not been changed by anyone within any office that the user has permissions to
  

*If a new office is added after the card is marked as complete ,and the user is granted permissions to it ; the card reappears in the To Do list

When this action is selected, you will be directed to the Virtual Assistant>Look & Feel page.

• Embed your Virtual Assistant - This global setting will display if: 

• User has Virtual Assistant-Administrative role 
• The virtual assistant has not been embedded for one or more offices the user has permissions to 
• At least one interaction or conversation must exist for the office
• A new office is added after the card is marked as complete and the user is granted permissions to it

When this action is selected, you will be directed to the Virtual Assistant>Embedding page.

• Create your first Custom Question - This user specific action displays if:

• User has been granted Virtual Assistant-Standard or Virtual Assistant Administrative role
• Current user has never created a custom question irrespective of office

When this action is selected, you will be directed to the Create Question modal. 

• Get Feedback from Virtual Assistant users - This global action displays if:

• User has been granted Virtual Assistant-Administrative role 
• User feedback tool is not turned on for one or more offices that the user has permissions to edit (irrespective of who turned it on)
• If a new office is added after the card is marked as complete and the user is granted permissions to it

When this action is selected, you will be directed to the Virtual Assistant>Behavior Settings page.

• Create your first Canned Response - This user-specific action displays if:

• User has been granted Live Assistant-Limited, Live Assistant-Standard, or Live-Assistant Admin role
• Current user has never created a canned response in the virtual assistant

When this action is selected, you will be directed to the Canned Responses page.

• Provision first Reusable Number - This global action displays if:

• User has been granted Two-Way Messaging -Standard or Two-Way Messaging -Admin role
• No reusable phone number exist in the virtual assistant for one or more offices in which the user has permissions to

When this action is selected, you will be directed to the Provision Phone Numbers page.

• Create first Contact List - This global action displays if:

• User has been granted Two-Way Messaging - Standard or Two-Way Messaging - Admin role
• No contact lists exist in the virtual assistant

When this action is selected, you will be directed to the Create Contact List page.

• Create first Campaign - This global action displays if:

• User has been granted Two-Way Messaging-Standard or Two-Way Messaging-Admin role
• A campaign (draft, scheduled, or launched) has never been created in the virtual assistant for one or more offices in which the user has permissions to

When this action is selected, you will be directed to the Create Campaign modal

• Configure first Connector - This global action displays if:

• User has been granted Virtual Assistant- Administrative role
• No connectors are enabled in the virtual assistant

When this action is selected, you will be directed to the Connectors page.