Introduction-Echo Dashboard
The Echo Dashboard is a powerful analytics and management tool designed to complement Echo, a purpose-built WhatsApp live chat platform. While Echo facilitates meaningful one-to-one conversations with prospective students, the Echo Dashboard provides a bird’s-eye view of these interactions, enabling educational institutions to track performance, optimize student inquiry management, and measure the ROI of their engagement efforts.
With the Echo Dashboard, educational institutions can monitor real-time data, analyze team and user performance, and track lead engagement and conversion—all from a single, unified platform.
Pre-requisites
- Admins must enable Echo dashboard permission from Echo add-on under Extensions of all packages.
- Users should have the permission "Echo" and "Echo Dashboard" to access Echo Dashboard.
How to access the Echo Dashboard
1. Navigate to Dashboard > Echo Dashboard in the CRM.
OR
2. Click on the Dashboard Icon on Echo.
Dashlets on Echo Dashboard
1. Live Conversation Status Summary
Overview:
The Live Conversation Status Summary dashlet provides real-time insights into the status of ongoing inquiries categorized as NIAA, Queued, and Picked conversations.
Key Features
- Displays live data on the number of conversations in each category: NIAA, Queued, and Picked.
- Allows users to click on counts to access detailed lists of conversations for actionable follow-up.
- Provides a summary of the total number of inquiries at any given time.
Benefits
- Efficient Monitoring: A counselor managing inquiries can quickly see how many conversations are currently awaiting attention or have been picked for manual handling, streamlining their workflow.
- Targeted Action: Clickable counts let users prioritize specific conversation types, such as addressing a spike in queued inquiries promptly.
- Strategic Insights: By comparing conversation volumes over time, institutions can identify high-traffic periods and allocate resources effectively to improve response times.
2. User and Team Performance Summary
Overview:
This dashlet tracks productivity metrics for users and teams using Echo to manage student inquiries. It includes performance indicators like picked, replied, resolved conversations, and turnaround times (TAT).
Key Features
- Performance metrics for individual users and teams.
- Filters for comparing data across time periods.
- Search functionality for analyzing specific users or teams.
- Metrics such as picked but unresolved or unreplied conversations, and average TAT for actions like replying and resolving inquiries.
Benefits
- Performance Evaluation: Institutions can assess team efficiency by analyzing data such as average response times and the resolution rate of inquiries.
- Resource Optimization: Insights into individual productivity enable better allocation of tasks and support.
- Identifying Areas for Improvement: Filters and metrics highlight specific gaps in performance, allowing institutions to focus on training or strategy refinement.
3. Echo Performance Analysis
Overview:
This dashlet helps institutions track leads engaged through Echo and measure how many leads convert into payment-approved or enrolled statuses.
Key Features
- Tracks leads that have been picked, replied to, or resolved as engaged via Echo.
- Displays conversion data for payment-approved and enrolled statuses, along with percentages.
- Allows users to compare performance across different time periods using filters.
- Allows system renaming, enabling users to customize application terminology across the platform.
Benefits
- Quantifying ROI: By correlating engagement metrics to conversions, institutions can measure the impact of their Echo campaigns on enrollment.
- Data-Driven Strategies: Identify effective communication strategies and refine them based on conversion rates.
- Focused Outreach: Track how leads progress through the funnel and use these insights to target specific segments for follow-ups.
- Customizable Language: Tailor the platform’s language using system renaming to match institutional needs, improving usability and consistency across all Echo modules.
Note
- The Conversation Status Summary relies on periodic syncing (every 15 minutes for some dashlets). While actionable insights are updated regularly, real-time variations may exist.
- Both the "User and Team Performance Summary" and "Echo Performance Analysis" dashlets will only reflect data recorded after the feature's release, and applying historic filters will not show pre-release data.
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