📊 MeherY Dashboard
Gain a unified, real-time view of your customer engagement ecosystem.
The MeherY Dashboard provides powerful analytics to monitor agent and BOT performance, campaign effectiveness, customer satisfaction, and channel efficiency across all your connected platforms. It empowers businesses to make data-driven decisions by surfacing actionable insights that optimize productivity, customer experience, and return on investment.
🔑 Key Features at a Glance
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Multi-Channel Analytics: Track performance across WhatsApp, Instagram, Web, and other integrated channels. Drill down into a single channel or view consolidated results.
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Lead Messenger Identification: Quickly determine which channel is generating the highest number of customer conversations and contributing most to business growth.
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Agent & Team Performance: Gain visibility into the efficiency of individual agents or entire teams with metrics around active, resolved, and expired conversations.
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BOT Efficiency Analytics: Understand how automation is performing by reviewing conversation resolution rates, customer satisfaction scores, and escalation patterns.
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Customer Satisfaction (CSAT) Tracking: Capture structured feedback at the end of conversations and analyze scores for both agent- and BOT-handled interactions.
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Campaign Performance Monitoring: Evaluate outbound campaign success using delivery, read, and reply rates to understand audience engagement.
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Conversation Lag & Duration: Measure how quickly responses are initiated, track ongoing responsiveness, and calculate average conversation lengths to identify bottlenecks.
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Conversation Trends Visualization: Use interactive graphs that display the number of conversations per agent over time. Users can alse see a detailed breakdown of open, resolved, and expired counts, making it easier to monitor workloads and efficiency.
📊 Dashboard Metrics Explained
🤵 Agent Metrics
| Metric | Description |
|---|---|
| Agent - Open | Number of conversations assigned to an agent and actively being handled. • Today: Live, real-time active conversations. • Historical: Sum of conversations that were neither resolved nor closed during the given period. |
| Agent - Resolved | Count of conversations successfully resolved by agent. |
| Agent - Expired | Conversations left unresolved or inactive beyond the set timeout period. |
| Agent Satisfaction Score | Average customer feedback score for conversations involving the agent interactions. |
🤖 BOT Metrics
| Metric | Description |
|---|---|
| BOT - Open | Number of conversations assigned to a BOT and actively being handled. • Today: Live, real-time active conversations. • Historical: Sum of conversations that were neither resolved nor closed during the given period. |
| BOT - Resolved | Count of conversations successfully resolved by the BOT. |
| BOT - Closed | Number of conversations where the BOT session is closed. |
| BOT Satisfaction Score | Average customer feedback score for conversations involving the BOT interactions. |
📈 Performance & Engagement Metrics
| Metric | Description |
|---|---|
| Lead Messenger % | Share of the channel contributing the largest volume of conversations. |
| Average Start Lag | Average time taken by an agent to send the first response after receiving a customer message or after the chat is being assigned to him. |
| Average Response Lag | Average delay between a customer message and the next reply from an agent who is handling the conversation. |
| Average Conversation Duration | Average time that an agent spends in each conversation. |
| Total Conversations | The overall number of conversations in MeherY within the chosen timeframe. |
| Unique Conversations | Number of distinct customers who engaged in a conversation during a calendar day, irrespective of the number of interactions. |
📣 Campaign Statistics
Monitor the effectiveness of outbound campaigns with a full set of delivery and engagement metrics.
| Metric | Description |
|---|---|
| Sent | Total number of campaign messages dispatched. |
| Delivered | Messages that reached recipients’ devices successfully. |
| Read | Campaign messages opened and viewed by customers. |
| Replied | Number of customer responses generated, indicating active engagement. |
🎛 Filters & Customization
The dashboard includes powerful filtering options so users can focus on the most relevant data:
- Channel Filter: View analytics across all channels or drill into one channel, such as WhatsApp or Instagram.
- Agent & Team Filter: View analytics across all agents, specific teams, or an individual agent, according to your requirements.
- Date Range Selector: Select timeframes ranging from last 7 days to custom quarterly or yearly reports for deeper historical analysis.
🚀 Strategic Benefits
- Enhance Customer Experience: Use CSAT trends, lag times, and resolution data to fix bottlenecks and provide faster, more satisfying service.
- Optimize Automation: Analyze unresolved queries and negative satisfaction scores to refine BOT conversation flows and escalation logic.
- Maximize Campaign ROI: Redirect budget to high-performing channels, campaigns, or templates that generate strong customer engagement.
- Enable Data-Driven Decision-Making: Replace assumptions with evidence-based insights, enabling leadership teams to act with confidence.
- Balance Workloads: With agent conversation graphs, visualize how interactions are distributed across team members to ensure effective distribution for maximum output.
- Improve Operational Efficiency: Identify top-performing agents and teams, coach underperformers, and allocate resources based on conversation demand.