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Watchdogs in CX Social

Last Updated: May 22, 2017 03:22AM EDT

Watchdogs in CX Social keep track of everything that is going on in your Inbox and folders. It allows you to keep mentions on a short leash and by will trigger alerts via e-mail or push notification on your phone when there is certain number of mentions in a specific folder that need an extra pair of eyes.
 
In this support article we will explain everything you need to know about this feature. From creating and setting up a Watchdog in your account to interpreting the Insights of Watchdogs in Team Performance. 
 
ŸŸ●  What are watchdogs in CX Social?
ŸŸ●  How to create a watchdog?
         ŸŸ●  Creating a watchdog from the Inbox or Smart folder
         ŸŸ●  Creating a watchdog from the Account Settings
ŸŸ●  Changing the SLA or filter conditions for a watchdog
ŸŸ●  Watchdog Insights
ŸŸ●  Watchdog Simulation mode
ŸŸ●  Adding a watchdog to your dashboard


What is a Watchdog in CX Social?
 
Watchdogs are SLA alerts or folder alerts in CX Social you set up to monitor your Inbox or Smart Folder. They keep watch over the number of incoming mentions in a certain folder or inbox and give you useful Insights that will allow you to get a better understanding of the amount of mentions you are handling that met or didn’t meet the SLA target.


 
How do I create a Watchdog in CX Social? 
 
There’s two ways you can create a watchdog in CX Social. You can either create a Watchdog from within the smart folder or Inbox that you want to keep an eye on, or you can go directly to the Account Settings to set one up from there.
 
ŸŸ●  Creating a Watchdog within Inbox or Smart Folder
ŸŸ●  Creating a Watchdog via Account Settings  
 
 
Creating a Watchdog within Inbox or Smart Folder
 
Creating a Watchdog within an Inbox or a Smart Folder is really simple. First navigate yourself to the settings of your Inbox or Smart folder. Once you are in the settings for the selected folder click "Edit", and a dialog box will open with the settings of that folder.


 
Simply click on "Add Watchdog" and the Watchdog feature will be prompted on the screen.


 
First thing you want to do is give the watchdog a proper name and give him or her a "collar" as well. Next you will want to select the SLA target (in minutes) and decide if you are going to take Business Hours into account or not.
 

 
If you choose to add this, the target of this watchdog will take business hours into account, meaning that if e.g. a mention was published outside your business hours, we will not start counting towards the set target until the agents should have started working according to the chosen schedule. 
 
Last but not least you can choose which notifications you want to receive when a certain number of mentions are older than the target SLA time.
 
Additionally you can select how many alerts need to be sent out during x amount of time, whether you are going to send a notification when the issue is resolved and if you would like in-browser notifications or not. 
 
Creating a Watchdog via Account Settings  
 
You can also create a Watchdog via Account Settings. First navigate yourself to the Account Settings of your CX Social account and select Watchdogs in the left side bar.
 
Simply click on "Add Watchdog" in the bottom right corner and the Watchdog creation dialog will appear on the screen. 


 
First thing you want to do is give the watchdog a proper name and give him or her a "collar" as well. Next you will want to select the SLA target (in minutes) and decide if you are going to take Business Hours into account or not.


 
If you choose to add this, the target of this watchdog will take business hours into account, meaning that if e.g. a mention was published outside your business hours, we will not start counting towards the set target until the agents should have started working according to the chosen schedule. 
 
Last but not least you can choose which notifications you want to receive when a certain number of mentions are older than the target SLA time.
 
Additionally you can select how many alerts need to be sent out during x amount of time, whether you are going to send a notification when the issue is resolved and if you would like in-browser notifications or not. 
 
 
Changing the SLA or filter conditions of a Watchdog 
 
Changing the SLA or conditions of a filter can be done either by going to “Account Settings” and selecting Watchdogs in the left side bar followed by clicking on "Edit" or by manually navigating to the Inbox or Smart Folder and changing it there. You can follow the steps here.
 
If you change the settings or conditions of your Watchdog, the Insights will change accordingly. However it will not take the historic data into account and it will make an entirely new snapshot of the workload in that Smart Folder at that current time, so be careful when changing conditions and filters.
 
Watchdog Insights
 
If you are interested in the Insights that your Watchdogs have fetched, you can navigate yourself to the Performance tab and select Watchdogs in the CX Social side bar.
 
You have two options here:
 
You can either click on Overview and get a quick summary of main statistics of the Watchdogs in CX Social, including the number of (un)resolved mentions, resolve/reply time, and the agents working in that folder or inbox.


 
You can click on each Watchdog individually and look at more in-depth Insights for that specific folder.




Here is the overview of metrics that are visible when looking at a specific Watchdog in your account. You can click on the links to jump to a specific section:

ŸŸ●  SLA Metrics & Compliance
ŸŸ●  Resolve time Breakdown
ŸŸ●  Average Resolve time
ŸŸ●  Workload Estimation
ŸŸ●  Alerts History
 
SLA Metrics & Compliance 
 
If you clicked on one of your Watchdogs in CX Social, the first widget you will see is the SLA widget - which is to the left side of your screen. It will give you an overview of the amount of mentions that are still open in the folder and that are older then a given time. 
 
 
Resolve Time Breakdown
 
In this widget, you'll see a quick overview of how many of your mentions were under/over your selected SLA.
 
This widget consists of different bars. Each bar represents a certain timespan in which the mention is resolved, relative to your SLA. (50, 100, 200, 400 & 800 % of your SLA)
 
At the left of every bar, you'll get the absolute amount of mentions that match the resolve time of that bar. At the right you'll see the percentage of the total amount of mentions that were resolved in the given timespan. The red line indicates your selected SLA.


 
 
Average Resolve time
 
On the right side of the Watchdog Overview you will find the Average Resolve Time (shown in the above screenshot) that shows you how long it takes on average to resolve a mention based on the number of replies in the specific Smart Folder or Inbox. This will give you an indication of how long it takes for the agents to resolve mentions.  
 
 
Workload Estimation
 
In the Workload widget displays three different graphs. You can see how many mentions were resolved, the average number of unresolved mentions, and the average number of unresolved mentions that went over SLA for your folder. 
 


With this widget you will easily see when there was a high/low workload and how many mentions went over your SLAs on a certain day. The default date range for the Workload widget is 3 days.  however this can be adjusted by selecting your own custom date range in the upper right corner.
 
The dropdown next to the header also allows some different display options: group by 'day of the week' or by 'hour of the day'. Note: Selecting a longer period of time will give you a more accurate average than a short period of time
 
On the right side of the widget you can see how many agents are working in the folder and what the average resolve rate/ hour is and even the average resolve rate per agent. Additionally you also can change the amount of agents and schedules to simulate what the workload would be when you add additional agents to the smart folder.

You can read more about this simulation mode in the next section.
 
 
Watchdog Simulation Mode 
 
The Workload widget also has a simulation mode which allows you to simulate how the workload would change by adding or detracting users (with a certain business hours schedule)
 
Entering the “Simulation mode” is possible by either by clicking on the + sign next to the ‘active users’ list which you can find on the right side of the widget.
 
By clicking on the + sign next to Active Users a dialog box will open showing all the available Business Hour Schedules associated with your account.


 
Here you can add users for a certain schedule, in order to see what the working scenario would be for this amount of available users. Via trial and error you can find the perfect scenario which matches best to strive towards your SLA figures.
 
Example: Let’s say that you currently have 5 agents who work during the day and 3 who work the evening shift. With Simulation Mode you might figure out that you can lower your average response time by working with 4 agents during the day and 4 during the evening.


 
Note: The Workload Estimation widget can be added to a dashboard, but Simulation Mode is not available there. Simulation Mode is only available in the Performance section.
 
Alerts History
 
This widget shows when alerts were sent out and the amount of unresolved mentions there were at that time. The display includes small circles and bigger circles on the horizontal axis, representing how many alerts where sent out (the bigger the circle, the more alerts were sent).
 
On the right side you will also find a full log of every alert that was send out, including the date and timestamp, the number of mentions and how many people where notified. 


 
 
Can I add this to my Dashboard?
 
Every widget that is available in the Performance view can also be added to any dashboard. Simply click on the drop-down menu in the upper right corner of your screen, right under the small text balloon in the navigation bar, and click "Add to dashboard" . After clicking "Add" option your screen will become interactive and you will be able to select a widget.

 

The Simulation Mode of the Workload Estimation widget is currently not available for dashboards. This means that you can add the Workload Estimation widget to one of your dashboards, but you won't be able to simulate there. For this, you need to be in the Performance view. 


 
If you have more questions about this feature you can always contact us via e-mail or join us on Live Help. Now go and create some Watchdogs in CX Social, it's barkin' fun! 

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