Default Regal Reporting Dashboards: Overall Performance Dashboard

This guide provides an in-depth exploration of the Overall Performance Dashboard, one of Regal's default reporting dashboards.

While potential use cases for these metrics will be shared, it's essential to emphasize that they should be considered alongside other data sources and tailored to specific organizational goals.

Reporting dashboards are updated: Monday-Friday: Hourly from 9am ET to 10pm ET and Saturday-Sunday at 8am, 3pm, 8pm, and 10pm ET.

Click on the tile or filter name below to learn more about that tile.

📘 Reporting License

Reporting Dashboards are provided under a separate per-seat license. Please submit a ticket to sign up for Reporting Dashboards.

 

Filters

All default Regal dashboards have filters available for you to refine the data you're viewing. The Overall Performance Dashboard has the following filters:

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Select Timeframe
  • Used to filter data within the specified timeframe.
  • Defaults to "is in the last 7 days".
Select Period
  • Used to show different periods of time (hourly, daily, weekly, etc.) in the various graphs.
  • Defaults to "Daily".
Day of Week (EST)
  • This filter enables you to view data based on specific days of the week.
  • Defaults to "is any value".
Hour of Day (EST)
  • This filter enables you to view data based on specific hours of the day.
  • Defaults to "is any value".
Sub Brand
  • Used to filter by phone line used for tasks. You can assign a sub brand to each phone number in Settings > Phone Numbers.
  • Defaults to "is any value".
Brand phone line name
  • Used to filter by phone line used for tasks. You can assign a name to each phone number in Settings > Phone Numbers.
  • Defaults to "is any value".
Task Created Queue Name
  • This filter allows you to filter data by the queue the task was created in.
  • Defaults to "any value".
Task Completed Queue Name
  • This filter allows you to filter data by the queue the task was completed in.
  • Defaults to "any value".
Journey ID
  • This filter allows you to filter data by the ID of the journey that created tasks.
  • Defaults to "any value".
Journey Name
  • This filter allows you to filter data by the name of the journey that created tasks.
  • Defaults to "any value".

 

Tiles

Unique Users Contacted ("Reach")

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  • Type: Numeric Display
  • Function: This tile displays the unique number of contacts for which your agents have completed a task (inbound or outbound, any type of task). When used alongside the other tiles in this row, it can serve as a metric for assessing agent efficiency and productivity, indicating how effectively time is utilized for task completion.
Unique Users Had Conversation

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  • Type: Numeric Display
  • Function: This tile displays the unique number of contacts that your agents have had a conversation with (inbound or outbound, any type of task). When used alongside other tiles in this dashboard and on other dashboards, it can serve as a metric for assessing the efficacy of your campaigns.
Engagement Rate

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  • Type: Numeric Display
  • Function: This tile displays the rate at which outbound communication is resulting in a conversation with a contact. When used alongside other tiles in this dashboard and on other dashboards, it can serve as a metric for assessing the efficacy of your campaigns.
Created Tasks

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  • Type: Numeric Display
  • Function: This tile displays the total number of tasks created in the specified time period. When used alongside the other tiles, it can serve as a metric for assessing agent efficiency and productivity, indicating how effectively time is utilized for task completion, as well as the overall reach of your campaigns.
Total Tasks Completed

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  • Type: Numeric Display
  • Function: This tile displays the total number of tasks completed by agents. When used alongside other tiles in this dashboard and on other dashboards, it can serve as a metric for assessing agent efficiency and productivity, indicating how effectively time is utilized for task completion.
Outbound Calls Made

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  • Type: Numeric Display
  • Function: This tile displays the total number of outbound call tasks completed in the specified time period. When used alongside the other tiles in this row, it can serve as a metric for assessing agent efficiency and productivity, indicating how effectively time is utilized for task completion.
Task Completion Rate

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  • Type: Numeric Display
  • Function: This tile shows the percent of task created in the selected timeframe that were also completed in the selected timeframe. When used alongside the other tiles in this row, it can serve as a metric for assessing agent efficiency and productivity, indicating how effectively time is utilized for task completion.
SMS Campaign Messages Sent

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  • Type: Numeric Display
  • Function: This tile displays the total number of automated SMS messages sent in the specified time period. These messages do not create tasks for agents unless somebody responds to the SMS. This tile is useful for evaluating the scale of your SMS outreach.
Outbound Emails Completed

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  • Type: Numeric Display
  • Function: This tile displays the total number of outbound email tasks completed in the specified time period. When used alongside the other tiles in this row, it can serve as a metric for assessing agent efficiency and productivity, indicating how effectively time is utilized for task completion.
Conversions this Period

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  • Type: Numeric Display
  • Function: This tile displays the total number of conversions this period. This tile provides a metric that is useful for understanding how well Regal is assisting your agents in converting contacts.
Revenue from those Conversions

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  • Type: Numeric Display
  • Function: This tile displays the total revenue from of conversions this period (based on self-reported estimated revenue per conversion). This tile provides a metric that is useful for understanding how well Regal is assisting your agents in converting contacts.
Active Agents

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  • Type: Numeric Display
  • Function: This tile displays the current number of agents with seats in Regal. When used alongside the other tiles in this row, it can serve as a metric for assessing agent efficiency. This can also be useful for reporting around customer service quality; If the number of agents is too low compared to the volume of interactions, service quality might be compromised due to overburdening of agents.
Available Agent Hours

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  • Type: Numeric Display
  • Function: This tile provides an overview of the total number of hours available from all agents during a specific time period. This tile can help in understanding the workforce capacity and planning for optimal staffing when used alongside other tiles on this dashboard.
Tasks per Agent Hour

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  • Type: Numeric Display
  • Function: This tile shows the average number of tasks completed per available agent hour. When used alongside the other tiles in this row, it can serve as a metric for assessing agent efficiency and productivity, indicating how effectively time is utilized for task completion. This can also be useful for reporting around customer service quality; If the number of agents is too low compared to the volume of interactions, service quality might be compromised due to overburdening of agents.
Total Contacts

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  • Type: Area chart
  • Function: This tile tracks the total number of contacts you have stored in Regal over time. This metric is useful for assessing the effectiveness of campaigns and user engagement strategies, as it provides a visual representation of the fluctuations and trends in the possible number of people your agents are reaching over the specified period.
Total Subscribers

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  • Type: Area chart
  • Function: This tile tracks the total number of subscribed contacts you have in Regal over time. This metric is useful, when used alongside the total count of contacts, for assessing how effectively your outreach is retaining interest and loyalty among contacts.
Automated SMS Campaign Messages Sent

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  • Type: Numeric Display
  • Function: This tile displays the total number of automated SMS messages sent over time in the specified time period. This tile is useful for evaluating the scale of your SMS outreach.
Outbound Calls Made

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  • Type: Stacked Column Chart
  • Function: This tile focuses on the total number of outbound calls made by agents. It's useful for understanding the volume of outbound call communication completed by your team. Ideally, the Triggered Outbound Call volume should always be higher than the other types of calls.
Engagement Rates

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  • Type: Line Graph
  • Function: This tile displays the percentage of contacts that received an outbound communication and responded to it. This is useful for evaluating the efficacy of your outbound communication.
Conversations

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  • Type: Stacked Column Chart
  • Function: This tile displays the total count of conversations had by agents during a given time period. This is useful for evaluating the efficacy of your outbound communication.
Conversions this Period

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  • Type: Numeric Display
  • Function: This tile displays the total number of conversions this period. This tile provides a metric that is useful for understanding how well Regal is assisting your agents in converting contacts.
Estimated Revenue from those Conversions

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  • Type: Numeric Display
  • Function: This tile displays the total revenue from of conversions this period (based on self-reported estimated revenue per conversion. This tile provides a metric that is useful for understanding how well Regal is assisting your agents in converting contacts.
Active Agents and Available Agent Hours

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  • Type: Combination Column and Line Graph
  • Function: This tile displays the number of agents that were in an available status each day alongside the total amount of time that there was at least one agent available. When used alongside the other tiles in this dashboard, it can help in understanding workforce capacity and planning for optimal staffing.
Created Tasks

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  • Type: Stacked Column Chart
  • Function: This tile displays the total number of tasks, broken down by task type, created in the specified time period, offering insights into the volume of work generated and the demand for agent services within a given timeframe.
Task Completion Rate

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  • Type: Line Grah
  • Function: This tile illustrates the rate at which tasks are completed. When used alongside other metrics this can be useful for monitoring agent productivity.
Completed Tasks

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  • Type: Line Graph
  • Function: This tile displays the total number of tasks, broken down by task type, completed in the specified time period, indicating the efficiency and effectiveness of your agents in managing and completing tasks.
Completed Tasks per Available Agent Hour

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  • Type: Line Graph
  • Function: This tile displays the average number of completed tasks per hour where there was at least one available agent, providing insights into efficiency and productivity.