Dashboard System

The Replyco Dashboard System is where you keep tabs on every facet of your message management and customer service team performance.

Each of the primary tabs in your Dashboard contains several different viewing options to help you best manage your messaging and team.

Overview Tab

From new Tickets to sent messages to errors, your Dashboard Overview provides a snapshot of all your messages. Learn about each status and report type here.

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 on the filtering boxes at the top to define how you would like to view the information: by Account, Marketplace and/or time range (Last 7 days, Last 90 days, Custom, etc.).

There are several different categories available in your Dashboard Overview, all of which you can view full details about and act on by clicking on them.

New Tickets

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.

New Unread Tickets with No Response

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.

Not Resolved Tickets

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.

Resolved Tickets

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.

Snoozed Tickets

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.

Archived Tickets

Any tickets that have been Archived, filtered by the date it was created.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.

One & Done

Displays how many tickets were closed after the first response.

Unique Customers

Displays the number of unique clients who have applied during the selected timeframe.

Received Messages

The total number of messages received.

Sent Messages

Total number of outgoing messages, including ones sent outside of the Replyco app.

Messages in Process

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.

Message Errors

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.

Average Resolution Time

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.

Average First Response Time

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.

Average Response Time

Time from the message received date to the moment of the response, divided by the total number of messages. Auto-responses are not counted. Archived or Snoozed tickets are included in report totals, but are not shown in the clickable ticket list.

Within SLA

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.

Overdue SLA

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.

Messages Within SLA

All messages that HAVE NOT been resolved and responded and that are within the established SLA period and filtered by message date. Archived or Snoozed tickets are included in report totals, but are not shown in the clickable ticket list.

Messages Overdue SLA

All messages 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.

Ticket Language

List of languages used in messages from customers.

Compare Tickets

Report that compares Created Tickets vs Resolved Tickets vs Tickets that have been Responded To.

Buyer Location

Countries from where a buyer originates.

Dashboard Customization

Replyco allows you to customize the size and location of every widget. In conjunction with the ability to disable irrelevant widgets, it enables you to create your ideal dashboarding experience.

In order to start the customization process, just visit the Dashboard Section you need and tap the Gear icon on your top-right:

Edit Mode

This mode allows you to:

  • disable widgets by clicking "X";

  • resize widgets by dragging the right bottom corner of widgets;

  • move widgets across the canvas by dragging and dropping them.

Manage Widgets option

Once clicked, this option enables you to choose what widgets to display. You may disable widgets you don't need or vice-versa.

Performance Tab

The Performance tab within your Replyco Dashboard contains detailed information about every aspect of your team's performance.

This Dashboard Section enables you to keep track of factors such as how many messages individual users respond to and tickets created during a certain timeframe.

From within this tab, you can view detailed reporting on user performance in order to determine how to best manage your staff.

You can also filter your view by Account, Marketplace and/or time range (Last 7 days, Last 90 days, Custom, etc.).

The sections below will let you know how employees are performing as well as which days and times are the busiest or most active.

User Performance

Overview of each user and the number of messages they have responded to.

Ticket Count

Created tickets by hour/day/week/month.

Channels Tab

View message reports based on Integrations to better manage customer service strategies for each marketplace.

The Integrations tab in your Replyco Dashboard allows you to sort and view detailed information by integration and/or marketplace. This helps you understand everything you need to know about messages coming in from each selling channel.

You can also filter your view by time range (Last 7 days, Last 90 days, Custom, etc.).

Integrations

Diagram chart showing total messages per each integration, broken down by status: New, Overdue, Due Today, Resolved, Not Resolved and Total.

Marketplaces

Diagram chart showing total messages per each marketplace, broken down by status: New, Overdue, Due Today, Resolved, Not Resolved and Total.

Sales Reporting Tab

Keep track of factors such as items sold and tickets per product in your Replyco Dashboard's Products tab.

The Sales Reporting tab in your Replyco Dashboard provides information about revenue, items sold/orders by channel and top products.

You can filter your view by Account, Marketplace and/or time range (Last 7 days, Last 90 days, Custom, etc.).

Find a list of the different report types you can view in this Dashboard Section below.

Total Revenue

All combined revenue (converted to GBP at the point when an order was pulled into the system).

Total Items Sold by Different Channels

A number of items sold by different channels.

Money from the Channel

A total number of orders per channel.

Tickets per Product

TOP 25 products with the most tickets.

Top 25 Products

Top 25 best-selling products.

Labels Tab

Your Labels tab shows ticket distribution by Label, broken down by each ticket's status.

The Labels tab in your Replyco Dashboard shows the distribution of tickets by Label (for example, Amazon, eBay, Shopify, etc.), broken down by status.

You can also filter your view by Account, Marketplace and/or time range (Last 7 days, Last 90 days, Custom, etc.).

Within this tab, you will be able to see how many tickets for each Label fall into the following categories:

  • New

  • Within SLA

  • Overdue SLA

  • Resolved

  • Not Resolved

  • Total

You can click into each category to view more information about individual tickets or to take action on them.

Users Tab

All the information you need to see about how users are handling and responding to tickets is located inside your Replyco Dashboard's Users tab.

From tickets that have been assigned to a user but haven't been resolved to average first response times, you can view and address every facet of user behaviour in your User tab.

You can also filter your view by Users (All Users or individual users), integration, Marketplace and/or time range (Last 7 days, Last 90 days, Custom, etc.).

See below for a full list of the detailed reporting this section contains.

Please note that you can also choose a particular user. In this case, widgets will be displayed in a graphic way, like the Overview Tab.

Assigned Tickets

All tickets that have been assigned to a user, but are NOT resolved.

Unanswered Tickets

Tickets that have been assigned, but have NOT been read or responded to.

Not Resolved Tickets

Tickets that have been assigned, with an ongoing conversation, but have not yet been resolved.

Resolved Tickets

Resolved tickets by individual user. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.

Snoozed Tickets

Snoozed tickets by individual user. Although Archived tickets are included in report totals, they are not shown in the clickable ticket list.

Archived Tickets

Archived tickets by individual user. Although Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.

Received Tickets

Messages that were received on tickets assigned to an individual user.

Sent Messages

Messages that were sent by an individual user from within the Replyco app.

Average Resolution Time

Displays the average time it takes for an individual user to resolve a ticket. Time from the ticket creation date to the moment the ticket was resolved, divided by the total number of resolved tickets by an individual user.

Average First Response Time

Displays the average time it takes for an individual to initiate a response to the first message in a ticket thread. Time from the ticket creation date to the moment the ticket was responded to, divided by the total number of resolved tickets by an individual user.

Within SLA

All tickets that have NOT been resolved and that are within the established SLA period, for each individual user, filtered by ticket creation date. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.

Overdue SLA

All tickets whose SLA period has expired, for each individual user. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.

Message Count

Message responses by hour/day/week/month and individual user.

User Action Count

The number of actions (e.g. resolve, respond to, etc.) taken by the individual user.

User Action Audit Trail

Detailed information about actions taken by the individual user.

Cases Tab

View everything you need to know about Cases in your Replyco Dashboard's Cases tab.

From the average resolve times to a list of Cases by status, you can see everything you need to know about Cases in your Replyco Dashboard's Cases tab.

You can also filter your view by Account and/or time range (Last 7 days, Last 90 days, Custom, etc.). This tab offers reporting on the following categories:

Average Resolve Time

Average time it took to resolve a case.

Cases in Progress

The number of cases that have not been resolved.

New Cases

Cases that were created within a specific period of time.

Cases by Status

View a list of cases by status.

Still have questions?

We're here to help! If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via:

Chat: Click on the chat icon (lower right of the App)

Email: help@replyco.com

Phone: USπŸ‡ΊπŸ‡Έ +1 407-588-2574 | UKπŸ‡¬πŸ‡§ +44 20 8064 0564

Last updated