Overview

Meritto’s Echo Dashboard is a powerful analytics and management tool designed to enhance Echo, a purpose-built WhatsApp live chat platform. While Echo facilitates one-to-one conversations with prospective students, the Echo Dashboard provides a real-time, comprehensive view of these interactions. It enables you to monitor team performance, track lead engagement, and measure the ROI of their student engagement efforts.

Plans & Permissions

• 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.

Note: To access the Echo Dashboard, navigate to Dashboard > Echo Dashboard in the CRM

• or you can click on the Dashboard Icon on Echo.

• 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.

Core Functionalities

1. Live Conversation Status Summary

1. Displays real-time data on conversation statuses categorized as NIAA, Queued, and Picked.

2. Clickable counts allow you to access detailed lists for quick follow-ups.

3. Provides a snapshot of total inquiries at any given time.

2. User and Team Performance Summary

1. Tracks key productivity metrics such as picked, replied, and resolved conversations.

2. Includes turnaround time (TAT) analysis for replies and resolutions.

3. Offers filters to compare performance across different time periods.

3. Echo Performance Analysis

1. Tracks lead engagement metrics based on conversations handled in Echo.

2. Displays conversion data for payment-approved and enrolled statuses.

3. Allows system renaming for customization of platform terminology.

Benefits of the Functionalities

1. Live Conversation Status Summary

1. Efficient Monitoring: Counselors can quickly assess the number of conversations awaiting attention or being manually handled, ensuring a streamlined workflow.

2. Targeted Action: Clickable counts allow users to prioritize specific conversation types, enabling prompt responses to spikes in queued inquiries.

3. Strategic Insights: By analyzing conversation volumes over time, you can identify peak activity periods and allocate resources effectively to enhance response times.

2. User and Team Performance Summary

1. Performance Evaluation: You can gauge team efficiency by reviewing key metrics like average response times and inquiry resolution rates.

2. Resource Optimization: Insights into individual productivity help in optimizing task allocation and support distribution.

3. Identifying Areas for Improvement: Filters and performance metrics highlight specific gaps, allowing you to refine training and strategic approaches.

3. Echo Performance Analysis

1. Quantifying ROI: By linking engagement metrics to conversions,you can assess the effectiveness of their Echo campaigns on enrollment.

2. Data-Driven Strategies: Identify successful communication approaches and refine them based on conversion rates.

3. Focused Outreach: Track lead progression through the funnel and leverage insights to target specific segments for follow-ups.

4. Customizable Language: System renaming allows you to tailor platform terminology, ensuring consistency and improving usability across all Echo modules.

Conclusion