Indicator Dashboard

Monitor the success rate of services from different perspectives with visual and comparative metrics.

The Indicators Dashboard is focused on analyzing operational effectiveness, presenting the success rate of service interactions by comparing completed and not completed interactions. With visualizations by channel, department, and service group, you can identify where your operation is performing well and where improvements are needed.

How to Access

Access: Service / Digital Service / Indicators, as shown in Figure 1:

^{Figure 1: Indicators Dashboard.}

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Available Actions on Charts

Each dashboard chart has a set of actions that allow you to customize the view and export the data. These controls appear in the upper right corner of each chart:

^{Figure 2: Actions available in the charts.}

1. Hide Chart

The first icon allows you to temporarily hide the chart from the dashboard view. Useful when you want to focus on other specific indicators without losing the chart configuration.

Click the icon to view the chart again.

2. Maximize Chart

The second icon expands the chart to full screen, allowing more detailed analysis of the data and better visualization of complex information.

3. Filters

The third icon opens the filter panel specific to each chart. Available filters vary according to the chart type (detailed in the following section).

4. Export

The fourth icon allows you to export the chart data in the formats:

• SVG - vector format ideal for presentations and documents

• PNG - image format for quick sharing

• CSV - spreadsheet format for additional analysis in Excel or other tools

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Charts and Their Filters

Below, learn about each chart available on the dashboard and its specific filters:

1. Service Success Rate

Shows the completion rate of interactions segmented by communication channel (Facebook, Instagram, Telephony, Telegram, Webchat, WhatsApp), allowing identification of which channels present better or worse completion performance.

^{Figure 3: Service Success Rate.}

Available filters:

• Period - select the start and end date for analysis

• Department - filter specific departments

• Users - filter by specific agents

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2. Service Success Rate by Department

Compares the effectiveness of completion across different departments of the operation, essential for identifying areas that need attention or additional training.

^{Figure 4: Service Success Rate by Department.}

Available filters:

• Period - select the start and end date for analysis

• Department - filter specific departments

• Users - filter by specific agents

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3. Service Success Rate by Service Group

Analyzes the completion rate segmented by type or category of service (service groups), revealing which topics or specialties have higher or lower resolution rates.

^{Figure 5: Service Success Rate by Service Group.}

Available filters:

• Period - select the start and end date for analysis

• Service Group - filter specific groups

• Users - filter by specific agents

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Data Interpretation

In all indicator charts, the proportion between completed and not completed provides important insights:

Ideal Success Rate

• Above 80% green (completed) = Excellent operational performance

• Between 60% and 80% green = Adequate performance, with room for improvement

• Below 60% green = Requires immediate attention and corrective actions

Analysis by Segment

• Channels with low completion may indicate technical problems, customer abandonment, or unsuitability of the channel for the type of demand

• Departments with low completion may require training, team reinforcement, or process review

• Service groups with low completion may indicate excessive complexity, lack of available solution, or need for improvements in the flow

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Use Cases

The Indicators Dashboard is especially useful for:

• Monitoring operational KPIs - tracking the completion rate as the main indicator of service effectiveness.

• Identification of problematic channels - detecting which communication platforms present higher abandonment or non-completion rates.

• Benchmarking between departments - comparing the performance of different areas to share best practices and identify support needs.

• Effectiveness analysis by demand type - understanding which service groups are more challenging to fully resolve.

• Training planning - using low-completion data to direct specific training for teams or topics.

• Process optimization - identifying bottlenecks in service flows that prevent successful completions.

• Evaluation of improvement impact - measuring how operational changes, new scripts, or tools affect the completion rate.

• Quality management - setting completion rate targets and monitoring compliance across different dimensions.

• Customer experience analysis - correlating completion rates with satisfaction, since uncompleted interactions often result in dissatisfaction.

• Strategic management reports - presenting consolidated effectiveness indicators for leadership and stakeholders.