Account Health at a Glance

The Home Page of HealthPro serves as your command center, offering a comprehensive and real-time view of your account’s performance. This centralized dashboard allows you to monitor key metrics and track the efficiency of both your bots and human agents, ensuring optimal operation and swift issue resolution.

• Total Tickets: Total tickets created in the selected data range, providing a snapshot of overall customer engagement and workload.

• Open Tickets: Number of tickets currently being handled by the BOT. This metric helps you gauge the current load on your automated systems and ensure they are functioning as expected.

• Pending Tickets: Number of tickets assigned to agents, covering both Requesting and Replied Lead sections. This allows you to monitor the workload on your human agents and identify potential bottlenecks in the response process.

• Resolved Tickets: Total tickets resolved within the period, giving you insight into the efficiency and effectiveness of your support operations. This metric is further broken down into:

  • Resolved by BOT: Tickets resolved by the BOT, highlighting how effectively your automated systems are handling customer inquiries without the need for human intervention. A higher percentage here indicates that your BOTs are successfully resolving issues, reducing the burden on your human agents.

  • Resolved by Agent: Tickets resolved manually by an agent, which shows how your team is performing in terms of handling more complex or escalated issues that require personal attention.

• Average Chat Time: Reflects the typical duration of conversations, helping you assess the efficiency of your team’s interactions with customers.

• Average Wait Time: Indicates how long customers are waiting before receiving a response, crucial for identifying delays in service and improving response times.

• Average Online Time: Shows the average time agents spend online, allowing you to monitor availability and optimize staffing levels.

• Appointments Booked: Tracks the number of appointments successfully scheduled by agents, offering insights into the effectiveness of your team in driving key business outcomes.

• Packages Booked: Provides information on the quantity of packages sold through agent interactions, highlighting their contribution to revenue generation.

These metrics are crucial for:

• Identifying Areas of Improvement: Pinpointing where your team can enhance efficiency and service quality.

• Minimising Response Times: Ensuring that customers receive timely assistance, which is vital for maintaining high satisfaction levels.

• Maximising Customer Satisfaction and Revenue: By consistently monitoring and improving these metrics, you can ensure that your agents are providing excellent service and driving business growth.

Additional visual tools to help manage your operations:

• Ticket Status Over Time: A line graph showing trends in ticket statuses (Open, Pending, Resolved, Resolved by BOT, Resolved by Operator, Missed) over time, helping you anticipate and manage workloads.

• Total Ticket Count by Status: A bar chart that breaks down ticket statuses, giving you a quick snapshot of your support system's efficiency.

These features transform the HealthPro platform into a powerful command center, where you can effectively oversee and optimize your support operations, ensuring that both bots and agents are performing at their best.