Overview
The Dashboard Overview is your hub for message management. It contains all your messages, from new to resolved to archived, with clear labels and sorting so you know what needs your attention. The Overview section also shows useful customer service information, such as Average Resolution Time and Average First Response Time. You can click into the three boxes at the top to filter how you view information by Account, Marketplace and / or time range (Last 7 days, Last 90 days, Custom, etc.).
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There are several different categories available in your Dashboard Overview, all of which you can view full details about and act on by clicking into them.
Displays newly received tickets for a period of time. Although Archived and Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.
Display any ticket that has one or more unread messages, with no responses. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.
Any ticket with a status of Not Resolved. Although archived or snoozed tickets are included in report totals, they do not display in the clickable ticket list.
Any ticket with a status of Resolved, filtered by the date it was created. Although Archived or Snoozed tickets are included in report totals, they do not display in the clickable ticket list.
Any ticket that is currently set to Snoozed, including the expiration date and filtered by the date it was created. Although Archived tickets are included in report totals, they do not display in the clickable ticket list.
Any tickets that have been Archived, filtered by the date it was created. Although Snoozed tickets are included in report totals, they do not display in the clickable ticket list.
Total number of messages received.
Total number of outgoing messages, including ones sent outside of the Replyco app.
Messages that are still processing and waiting to be sent. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.
Messages that have received error notifications and have not been sent. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.
Time from the date when a ticket is created to the moment the ticket is resolved, divided by the total number of tickets. Auto-responses are not counted.
Time from the ticket creation date to the moment the ticket is first responded to, divided by the total number of tickets. Auto-responses are not counted. Archived or Snoozed tickets are included in report totals, but are not shown in the clickable ticket list.
All tickets that HAVE NOT been resolved and that are within the established SLA period and filtered by ticket create date. Archived or Snoozed tickets are included in report totals, but are not shown in the clickable ticket list.
All tickets with an SLA period that has expired. Archived or Snoozed tickets are included in report totals, but are not shown in the clickable ticket list.
The list of messages that were translated, filtered by sent date.
Report that compares Created Tickets vs Resolved Tickets vs Tickets that have been Responded To.
Countries from where a buyer originates.
