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Following up on your team within CX Social

Last Updated: Nov 15, 2016 06:34AM EST
If you want to follow up on how your team is performing in CX Social, there are several options we offer to do so:

Click on one of the following links to immediately jump to this section: 

Team Performance

Our Team Performance dashboard gives you detailed insights into the way your social media team handles the social messages arriving in your CX Social Inbox. Our statistics go from average response time indicators to a comparison of the volume handled per team member. For more information on the general terms in team performance, read this support article. The team performance tool can be divided in two sections: pages on the activity and on the team. The Activity pages show statistics on how often the different actions in the Inbox take place in general.


Via the Team pages, we give more insight into how your team is performing. Here, you can compare the different users within CX Social and see who performs how many and what type of actions. The Team Performance analytics for all users (team) in CX Social can be found on a general level and for each action individually. 


Team Performance Widgets

We've also created the different Team Performance parts as widgets that you can add to a custom dashboard. 
If you go to your dashboard and click 'add a widget' and type in 'performance', you will see all available widgets on team performance. 


We offer different types of widgets on team performance: widgets on the total number of actions, widgets on the actions per user, widgets of the performance per action...


More on widgets and custom dashboards can be found here

SLA Widget

We've also created a widget dedicated to measure if your set SLA's (Service Level Agreement) for Customer Service are met. With this Customer Service SLA Metrics widget, you can see the current status of a certain inbox folder versus a certain Customer Service SLA. You can find more information on this widget in this support article. 


Time Between Actions Widget

With this widget you are able to see the average time between two certain actions. You can define these actions by adding this widget to your dashboard. In this example the first action would be favouriting the mention and the second action would be replying. The average time between these two actions amounts 1m and 5s. 


Note: this widget will only be useful if you use a certain fixed inbox workflow, as in this example first favorite a mention and only afterwards reply to the person. 

Alerts in your inbox

We've also added the possibility to receive an email or push notification on your phone when one of your smart folders contains mentions older then a certain target or SLA time. The principle is the same as the SLA widget, but by this, you're able to get notified with an SLA alert for one of your smart folders. More information about this can be found here


Please be aware that these services to check the performance of your time are only available for certain pricing plans. If this is not yet included in your plan and you wish to add this, feel free to contact your Customer Success manager for more information.

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