The Unified Dashboard combines key metrics from all CX products into one seamless interface, providing a comprehensive and unified view of your customer support operations.


What's new

  • Single Interface for CX Metrics: The Unified Support Dashboard offers a single interface where you can conveniently access metrics and data across all your CX products without switching tabs.
  • Custom Dashboard Creation: Create custom dashboards tailored to your specific needs and share them with specific groups within your organization. 
  • Admin Control: Administrators can easily manage and toggle agent availability directly from the Support Dashboard, streamlining the process of ensuring your team is always ready to assist customers.
  • Present Mode: Present your custom dashboards using the Present Mode feature, making it simple to share essential insights during meetings and discussions.
  • My Dashboard for Agents: Agents can now access a personalized dashboard that displays data relevant to their conversations.


What is changing


For our existing customers accustomed to the old dashboard, here's how you can find some of the familiar metrics on the new Unified Dashboard:

  • Chat Customer Satisfaction: Metrics such as total responses, satisfactory/unsatisfactory counts, and star ratings (normalized for CSAT) are available in the Analytics section under the Chat Conversation Overview Report in the CSAT tab.
  • Chat Performance Trends and Chat Incoming Conversations: The Unified Dashboard provides a single widget for all performance metrics without comparison lines. However, you can create trend comparisons for "This week vs Last week" and view metrics like median and 90th percentile on the Analytics platform. 
  • Conversations SLA and Conversations Labels Trends: These metrics are available as separate widgets in the Unified Dashboard and can also be accessed in the Analytics platform through the SLA Compliance Report and Chat Conversations Overview Report.
  • Chat Agent Performance: New metrics such as Messages Sent and Effective Resolution Time are available in the Unified Support Dashboard.


How to access the old dashboard


You can still access the old dashboard by using the following URL:

<domain>/crm/messaging/dashboard/app


For any other questions, please contact support@freshworks.com.