What is the Hi5 Dashboard?
The Hi5 Dashboard is a centralized analytics suite that provides real-time insights into customer support trends, help center engagement, and ticket performance. It was designed to help you optimize support strategies, improve customer satisfaction, and enhance operational efficiency, all of which directly impact subscriber retention and revenue growth.
Key benefits
Use insights from the Hi5 Dashboard to:
- Enhance self-service: Optimize help center content to reduce ticket volume.
- Improve customer satisfaction: Shorten resolution times and increase support transparency.
- Make data-driven decisions: Use real-time analytics to refine retention strategies.
- Scale support operations: Leverage behavioral insights to proactively manage high inquiry volumes efficiently.
Accessing the Hi5 Dashboard
- Log in to your Cleeng account.
- Navigate to the Hi5 section (in the main navigation, on the left-hand side) > at the top of the page, choose one of the four tabs: Help Center, Articles, Ticketing, or Contact Reasons.
Tabs within the Hi5 Dashboard
The Hi5 Dashboard includes four pages that provide insights into:
- Help Center,
- Articles,
- Ticketing,
- Contact Reasons.
To view the full set of engagement data in these sections, GA integration must be enabled.
Help Center
The Help Center Tab provides a detailed view of user activity and engagement with support content. Use filters to segment data by language, region, and device type. Track new vs. returning visitors and analyze trends to optimize self-service resources and improve support efficiency.
Use filters to segment data by date, language, and device. The device filter in this section refers to the type of device the user is browsing the Help Center on (e.g., desktop, mobile phone, tablet, smart TV). This is different from the device field found in ticketing or contact reason forms, where users specify the device related to their support issue.
In this section, you'll find:
- Total Sessions: Counts the total number of sessions that included a visit to any page within the Help Center in a given period.
- Engaged Sessions: Quantifies sessions during which users actively interact with Help Center content, such as navigating through articles or using search functionalities.
- Engagement Rate: The rate at which users engage with help center content, calculated as engaged sessions divided by total sessions.
- Help Center Engagement Overview: The performance of the help center illustrated by total sessions and engagement sessions, accompanied by a trend line indicating the engagement rate over time.
- Active Users (All Devices): Measures the number of unique users who have interacted with the Help Center content in a specified timeframe. This chart displays data for all devices and cannot be filtered by device type.
- New Users (All Devices): Tracks the number of users who have interacted with any help center content for the first time within a specified timeframe. This chart displays data for all devices and cannot be filtered by device type.
- Help Center Users Evolution: The bar chart presents an overview of both active and new users of the help center over a specified timeframe. This chart cannot be filtered by device type.
- Total Sessions By Device Type: This chart illustrates the distribution of sessions categorized by device type over time.
- Leading Device Types and Operating Systems Sessions: This table presents the various device types and their corresponding operating systems, ranked by the highest number of sessions.
Articles
This Articles Tab helps you analyze how subscribers engage with help center content, allowing you to optimize self-service effectiveness and reduce reliance on direct customer support.
Use filters to segment data by date, language, region, and country.
In this section, you'll find:
- Trending Help Center Topics: Popular support topics based on user activity in the selected timeframe.
- Top 5 Articles: This chart identifies the most engaging articles and tracks the evolution of their engagement over the specified timeframe.
- Article Engagement: This table highlights the most viewed FAQ article pages, detailing the number of active users, engagement sessions, and the overall engagement rate.
Ticketing
The Ticketing Tab provides real-time insights into Hi5 agent ticket resolution times and handling efficiency. It includes timeline-based graphs to highlight support activity peaks, helping identify trends and workload fluctuations. Analyze trends to improve response times and optimize support operations.
Use filters to segment data by date, device, ticket status, and contact reasons.
In this section, you'll find:
- Received Tickets: Counts the total number of tickets.
- Contact Rate: The ratio of received tickets to managed users.
- One-Touch Rate: The percentage of tickets solved in the first interaction (Open to Solved, without Pending or On-hold), calculated by dividing the number of one-touch tickets by the total number of tickets.
- Received Tickets and One-Touch Rate: A chart showing the number of received tickets and the one-touch resolution rate over time.
- Open Tickets: Tickets that have been opened by an agent but not yet resolved.
- Reopened Tickets: Tickets that were reopened after being marked as solved.
- Reopened Ticket Rate: The ratio of reopened tickets to all received tickets.
- Reopened Ticket Rate Chart: A chart showing the volume of open and reopened tickets, along with the ticket reopen rate.
- Average First Time Resolution Trend: A chart illustrating the trend of average first resolution time.
- Tickets Source Distribution: A bar chart showing the distribution of support tickets by origin.
Note: The Ticketing Dashboard was previously known as "Customer Support Analytics." The updated version offers enhanced tracking, improved filtering, and a more detailed view of customer interactions.
Contact Reasons
The Contact Reasons Tab provides insights into why users seek support, including sentiment analysis and issue resolution trends. Timeline-based graphs highlight changes in contact reasons, helping track recurring issues and emerging concerns.
Use filters to segment data by date, ticket status, and contact reason. Compare historical trends to adjust support strategies and improve resolution processes.
In this section, you'll find:
- Contact Reason Evolution Tracker: This chart tracks the trend of contact reasons over time, helping you identify emerging issues that are gaining popularity or existing issues that are decreasing in frequency. This allows you to proactively adjust human agent support and resources.
- Received Tickets by Contact Reason: This chart provides a detailed breakdown of the tickets received, showing the volume and percentage share of each contact reason relative to the total ticket volume. This allows you to see which issues are driving the most support requests.
- Ratings by Contact Reason: This chart displays the distribution of tickets and the associated rating sentiment (e.g., positive, negative, neutral) for each contact reason. This provides a granular view of customer feedback and satisfaction levels related to specific support issues.
FAQs
How often is the data updated?
The dashboard refreshes every 30 minutes, providing near real-time insights.
Can I export the data for further analysis?
Yes, you can export filtered reports in CSV format.
How does the Hi5 Dashboard enhance decision-making?
It provides real-time access to analytics, helping you identify trends, refine strategies, and respond effectively to customer behavior changes.
How will using the Hi5 Dashboard benefit my business?
With the Hi5 Dashboard, you can:
- Proactively address customer concerns by identifying trends.
- Improve customer satisfaction by optimizing support content and response times.
- Gain a competitive edge by refining your support strategies based on data.
Leverage these features to enhance subscriber retention, increase revenue, and improve overall customer experience.