Skip to main content

​
Overview

Kinbox Dashboards provide comprehensive analytics and reporting capabilities to monitor your team’s performance, track business metrics, and gain actionable insights. Create custom dashboards for deals, leads, conversations, and custom metrics that matter to your business.
Dashboards include manual data refresh capability and can track indicators for negotiations and leads.

​
Key Features

Custom Dashboards

Create personalized dashboards with the metrics that matter to you

Deal Analytics

Track pipeline health, win rates, and revenue forecasts

Team Performance

Monitor agent productivity, response times, and satisfaction ratings

Lead Tracking

Measure lead generation, qualification rates, and conversion

​
Dashboard Types

​
Standard Reports

Key Metrics:
  • Total conversations
  • Open vs. closed conversations
  • Response time (average, median)
  • Resolution time
  • First response time (FRT)
  • Post-assignment time (TMP)
  • Conversations per agent
  • Conversations per channel
  • Messages sent/received
Filters:
  • Date range
  • Agent/group
  • Channel
  • Tags
  • Custom fields
  • Conversation status

​
Custom Dashboards

Dashboard Creator (Released Feb 26, 2025): Create fully customizable dashboards for:
  • Deal negotiations indicators
  • Lead tracking metrics
  • Custom KPIs
  • Business-specific metrics
Features:
  • Drag-and-drop widget placement
  • Multiple visualization types (charts, tables, numbers)
  • Real-time or manual data refresh
  • “Update Data” button for on-demand refresh
  • Save multiple dashboard configurations
  • Share dashboards with team or groups
  • Number Cards: Display single metric values
  • Line Charts: Trend analysis over time
  • Bar Charts: Compare categories or agents
  • Pie Charts: Show distribution percentages
  • Tables: Detailed data in rows/columns
  • Funnels: Visualize conversion rates
  • Gauges: Show progress toward goals

​
Snapshots

Capture point-in-time dashboard data: Snapshot Features:
  • Save current dashboard state
  • Historical comparison
  • Track changes over time
  • Create reports for specific periods
  • Schedule automatic snapshots
POST /v3/dashboards/{dashboard_id}/snapshots
{
  "name": "Q1 2025 Performance",
  "description": "End of quarter snapshot",
  "date": "2025-03-31"
}

​
Key Performance Indicators (KPIs)

​
Conversation Metrics

First Response Time (FRT):
  • Time from customer’s first message to agent’s first response
  • Critical for customer satisfaction
  • Benchmark: < 5 minutes for excellent service
Average Response Time:
  • Average time between customer messages and agent responses
  • Indicates ongoing engagement quality
Post-Assignment Time (TMP) - New!
  • Time between conversation assignment and first agent response
  • Helps identify assignment efficiency issues
  • Added May 31, 2024
Average Resolution Time:
  • Total time from conversation start to close
  • Includes all interactions and wait time
First Contact Resolution (FCR):
  • Percentage of issues resolved in first interaction
  • Higher is better for efficiency
Reopened Conversations:
  • Conversations that were closed but reopened
  • May indicate premature closure
Conversation Count:
  • Total conversations (now counts only open conversations in inbox)
  • Changed October 9, 2024
Messages Sent/Received:
  • Total message volume
  • Agent activity levels
Channel Distribution:
  • Conversations per channel
  • Channel preference insights

​
Customer Satisfaction

Rating System:
  • 1-5 star ratings (default values)
  • Custom rating scales
  • Feedback reason collection
  • Automatic evaluation triggers
  • Similarity threshold: 75% (increased from 60%)
CSAT Metrics:
  • Overall satisfaction score
  • Satisfaction per agent
  • Satisfaction by channel
  • Rating distribution
  • Reasons for low ratings

​
Deal Analytics

Weighted Pipeline Value:
  • Total value × stage probability
  • More accurate forecasting
Stage Velocity:
  • Average time in each stage
  • Bottleneck identification
  • Now visible on deal cards!
Conversion Rates:
  • Stage-to-stage conversion
  • Overall win rate
  • Loss rate by reason
Closed Revenue:
  • Total value of won deals
  • Revenue per period (day, week, month)
  • Revenue per agent
  • Revenue per product
Forecasted Revenue:
  • Pipeline value by expected close date
  • Confidence-adjusted forecasts
  • Product-level forecasting
Goal Types:
  • Revenue targets
  • Deal count targets
  • Win rate goals
  • Activity goals
Goal Conditions:
  • Filter by funnel
  • Filter by tags
  • Filter by products
  • Date range specification
Progress Tracking:
  • Real-time progress
  • Percentage complete
  • On-track indicators
  • Days remaining
  • Win notifications (optional sound effect)

​
Advertising Attribution

​
Campaign Source Tracking

Track ROI from paid advertising:

Google Ads

Automatically capture Google Ads campaign data

Meta Ads

Track Facebook and Instagram ad performance
Available Data:
  • Campaign name and ID
  • Ad group and creative
  • Keywords (Google Ads)
  • Source/Medium/Content
  • Landing page URL
  • Cost data (when available)
Reporting:
  • Filter conversations by ad source
  • ROI calculation
  • Conversion tracking
  • Lead quality by campaign
  • Channel performance comparison
Reports > State > Google Ads: Filter to see ad-attributed conversations
Ad data is saved to both contact profiles and individual sessions for comprehensive analysis.

​
Report Customization

​
Date Filters

Flexible Date Selection:
  • Today
  • Yesterday
  • Last 7 days
  • Last 30 days
  • This month
  • Last month
  • Custom date range
  • Specific hour on specific day
Period Filters (Deals):
  • Created date range
  • Closed date range
  • Updated date range
  • Expected close date
When clicking on a specific day in reports with hourly breakdowns, the system now correctly filters to just that hour (bug fixed April 11, 2024).

​
Advanced Filters

  • Agent/member
  • Group
  • Channel
  • Tags
  • Status (open/closed/pending)
  • Custom fields
  • Rating score
  • Has notes
  • Advertising source

​
Exporting Data

​
Export Options

Conversation Exports:
  • CSV format
  • All filtered conversations
  • Includes custom fields
  • Message history optional
  • Audit trail included
Deal Exports:
  • Full deal details
  • Custom fields included
  • Contact creation date (added June 14, 2024)
  • Products associated
  • Stage history
  • Comments and notes
Bulk Export Actions:
  • Generate report with contact data
  • Export conversations by filter
  • Download campaign results
  • Wallet balance with filters
Custom Field Exports: Bug fixed (April 12, 2024): Multi-select custom fields no longer cause column shifts in CSV exports.

​
Real-Time Features

​
Live Updates

Auto-Refresh Options:
  • Dashboard widgets update live
  • Deal funnel auto-refresh every 30 seconds (optional)
  • Conversation counts in real-time
  • Notification badges
  • Live agent presence indicators
Push Notifications:
  • New conversations
  • Agent mentions in notes
  • Task reminders
  • Deal won notifications (with sound effect)
  • Goal achievement alerts

​
Who’s Viewing

Real-Time Presence:
  • See who’s viewing each conversation
  • Typing indicators (agent and customer)
  • Recording status (audio messages)
  • Online/offline/away status
Privacy Options:
  • “Invisible” permission: Hide your presence
  • “Can’t see viewers” permission: Hide who’s viewing from you

​
Session Summaries

AI-Powered Summaries (May 10, 2024):
  • Automatic session summarization using Kin AI
  • Available in timeline view
  • Included in exported reports
  • Considers transcribed audio messages
  • Helps managers review interactions quickly
Use Cases:
  • Quality assurance
  • Quick context for reassigned conversations
  • Performance reviews
  • Training examples

​
Audit Trail

Tracked Events:
  • Conversation assignments
  • Tag applications/removals
  • Custom field changes
  • Deal updates
  • Stage changes
  • Automation executions
  • Agent actions
Audit Filters:
  • Date range
  • Event type
  • Agent/user
  • Custom fields filter (added July 1, 2024)
  • Resource type (conversation, contact, deal)
Compliance:
  • Complete action history
  • User accountability
  • Change tracking
  • GDPR compliance support

​
API Access

List Dashboards

Retrieve all dashboards

Get Dashboard

Fetch dashboard configuration

Create Dashboard

Create custom dashboards via API

Update Dashboard

Modify dashboard settings

List Snapshots

Access snapshot data

Create Snapshot

Capture dashboard state
Report Data APIs:
  • Get conversation reports
  • Get deal reports
  • Get daily workspace counts
  • Get today’s log reports
  • Search dashboard reports

​
Best Practices

1

Define Key Metrics

Identify the 5-10 metrics that truly matter for your business objectives
2

Create Role-Based Dashboards

Different dashboards for agents, managers, and executives
3

Set Realistic Benchmarks

Establish baseline metrics before setting targets
4

Review Regularly

Schedule weekly/monthly report reviews with your team
5

Act on Insights

Use data to drive process improvements and training
6

Track Trends

Use snapshots to monitor performance over time
Pro Tip: Use the “Update Data” button on custom dashboards to refresh metrics on-demand during important meetings or reviews.

​
Common Use Cases

​
Manager Dashboard

Key Widgets:
  • Team response time trends
  • Conversations per agent
  • Customer satisfaction scores
  • Open conversation count
  • Daily/weekly/monthly comparisons

​
Sales Dashboard

Key Widgets:
  • Pipeline value by stage
  • Deals closing this month
  • Win rate trends
  • Revenue vs. goal
  • Top performing agents
  • Product performance

​
Executive Dashboard

Key Widgets:
  • Overall business health score
  • Revenue trends (monthly/quarterly)
  • Customer growth rate
  • Channel ROI
  • Team efficiency metrics
  • Goal achievement summary
Data Accuracy: Always verify custom field exports don’t have column shifts, especially with multi-select fields. This was a known issue that has been fixed.

Build docs developers (and LLMs) love

Get started for freeTalk to us