As soon as you log in to Whisbi Deck you will land on the Overview page.
This page is designed to give you all the relevant information about the current status of your campaign at a glance.
1. On the left side of the screen you have all your campaign filters, such as the Teams, Seeds (Click 2 Action), among others. To Learn more visit this article.
2. At the top right of the screen you can change the view either to see Today's data, the past 7 days (including today), The past month or you can also select a custom range of days.
3. Top center you have the funnel which shows the amount of Impressions, Clicks, Requests and Leads. Here you can also see the amount of Sales in the black box in the center, the converstion rate, the rating average your agents have achieved in this period or the net promoter score (NPS). Visit this Help Center article to learn more about this.
4. Your performance timeline will provide you by hours, day range or days of the week, a graph of the Leads, Sales, Valid Leads, Conversion rate and Smart Landings. Check this article for more information.
5. At the bottom of the screen you can see the number of agents that are connected versus the amount that are on a call. You can also see how many Smart Landings you have so far as well as your Service Quality. This Help Center article will help you understand these graphs.
Whisbi Deck Overview has two ways of filtering the information you see across the different graphics, either by KPIs or by Time period.
By default all the filters are ticked and the time period will be "Today".
Located on the left side you have a list of automatic and custom filters.
The automatic filters are:
Account: The account filter lets you jump from the One-to-One to One-To-Many or to your different accounts depending on the structure your Service has.
My Teams: It displays all your Teams.
Device: Every Whisbi session (either Video Chat or Video Call) has been made through a device and has been identified as such. This filter allows you to see how many sessions you had per device type.
Bear in mind that leads generated by your agents using the "Add Lead" feature are considered as "Other" since they were not started by a customer.
The custom filters are:
Channels: This filter has been defined by you in the Seed's configuration. You can review how to change it by visiting this article.
Agencies: This filter has also been defined by you in the Seed's configuration. You can learn about how to change it by visiting this article.
Product Advertised: This filter it a way to identify Seeds that belong to a same product and has been defined with your Customer Sucess Manager during your initial setup.
Located at the top right of the screen you can filter the data displayed in your Overview either to see Today, This week, This month or you can also select a time period.
The Overview page in Whisbi Deck gives you the information about your campaign performance in different ways at a glance.
In the middle of the page, and crowning the rest of the graphs there's the Sales box showing, for the KPIs and Time period, the amount of sales categorized calls.
The funnel breaks down into 4 stages what happens with your web visitors in the pages you have embebbed the Whisbi Widgets:
Impressions: The impressions measure the number of times the Whisbi Widget has been loaded in the browser of your web visitors
Clicks: The clicks measure the number of times the button has been clicked to open the LightBox from where your web visitors can request Video Chats or Video Calls.
Requests: This measures the number of times your web visitors have requested a Video Chat or Video Call. When your customers call your Whisbi Inbound number, this is also counted as a Request.
Leads: This measures the number of times a Chat session has been opened successfully or the times the Whisbi system has verified that the phone number for which the request was made is valid.
Bear in mind that a customer that has requested a call before and has a pending Lead won't be considered a Lead again if a new call is requested.
The conversion rate gives you an idea of how well your campaign is selling by dividing the number of sales by the number leads for the KPIs and Time frame filtered.
At the end of your Whisbi sessions a survey will be shown. This will allow your customers to rate the experience.
On this section a rating average given during the period of time selected and for the KPIs filtered will be shown.
- NO DATA will be shown if you decided not to show the survey during your initial setup with your Customer Success Manager.
- NOT SHOWN if the NPS is enable the average rating will not be shown.
Net Promoter Score (NPS):
At the end of your Whisbi sessions a survey will be shown. This will allow your customers to rate the experience and answer a question.
The Net Promoter Score (NPS) is calculated as the difference between the percentage of Promoters and Detractors. The NPS is not expressed as a percentage but as an absolute number lying between -100 and +100.
On this section a NPS score given during the period of time selected and for the KPIs filtered will be shown following this color pattern:
- Less than or equal to 0: red
- From 0 to 50: yellow
- Greater or equal than 50: green
For the KPIs filtered and for the time frame you have selected you also have a Performance Timeline to break down the status of your requests and your converstion rate by hour.
If the time range selected is grater than one day you also have the option to select by days of the week of by the range selected.
The data shown is the following:
Leads: All the requests that have a valid phone number or chat requests that have been opened successfully.
Valid Leads: A lead is considered valid when an agent has finished a session and has categorized the call as either No Sale or Sale.
Sales: All the Leads that are categorized in the Sale category at the end of a session.
Smart Landings: All the requests that can not be assisted by an agent due to lack of availability at the time. Learn more about Smart Landings in this Help Center article.
Conversion rate: The conversion rate gives you an idea of how well your campaign is selling by dividing the number of sales by the number of leads
Your One-to-One service is designed to work flawlessly by checking in real time your agent's availability.
After logging in, an agent can be:
- Connected: Your agent has logged in but has not selected any team to receive requests
- Available: Your agent has logged in and at least 1 Team has been selected to receive requests
- Busy (or Do Not Disturb): Your agent is logged in but is in busy mode which will not allow new requests to come in.
If your agents are connected to a Team, its availability will count as one for that Team. However, if your agent is connected to more than one Team it will count as 1 available agent per team.
To know how many agents are available per team make sure you only select the one you want. You can deselect all your teams at once by clicking the gear icon on the right and then "Deselect All"
Your Whisbi One-to-One Widget is designed to show contextual screens for the different stages at which your web viewers will be. In a regular set up those stages are:
- The floating or fixed button
- The contact request form (Video Chat or Video Call)
- "We are calling you" screen
- The Whisbi room where your customers will interact with your agents
However, there's another screen for those times when all your agents are either in "busy" mode or already in a session with another customer. This screen is the Smart Landing which will show the message that all the agent's are busy at the moment. The option to try again, by going to the contact request form, or to cancel the request will be available.
In Whisbi Deck Overview there are two places that the Smart Landings information is shown, The Performance Timeline (learn more by visiting this Help Center article) and also at the bottom of the page:
The red box shows the amount of Smart Landings for the KPIs filtered and the Time range selected. The black box shows the percentage which is calculated by dividing the number of requests by the number of requests plus Smart Landings.
According to our experts, a 10% of SmartLandings would mean your Call Center is correctly staffed.
Service Quality is calculated by dividing the total number of assisted calls by the number of received calls. A call is considered when a customer requests a call, picks up and stays for at least 10 seconds, while assisted calls are when the session on Desktop is opened by the agent.
The service quality will be affected negatively by those calls in which the customer picks up but no Whisbi Desktop session has been opened. You can identify these calls by their automatic outcome:
- w Agent did not answer
- w Customer left while waiting in queue
If you wish to see the full list of automatic outcomes visit this Help Center document.