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      Guide: Using Drift with Databox

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      How to connect Drift to Databox

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      How to connect Drift to Databox

      To connect a Drift Account in Databox, go to Data Manager > + New connection. Type Drift in the Search bar and click on the green Connect button.

      This will open the Authorization window, which is where you will be prompted to enter your Drift login credentials and authorize the Databox app.

      What's the maximum amount of historical data initially available when you use a new Drift Data Source Metric in Databox?

      Data is synced for the Metrics that are being used in your Account, so when you first use a new Drift Metric, the maximum amount of historical data available is 36 months. Historical data is available for the following metrics:

      - CQL
      - Average Time to First Response
      - Average Time to Close
      - Median Time to Close
      - Median Time to First Response
      - New Conversations
      - Contacts

      Other Metrics are representing total values (i.e. Chat Playbooks metrics, Email Playbooks metrics, etc.) and do not have historical data available when first used. We only pull in the total current value, but we will accumulate historical data for these Metrics in Databox over time and the metric value will be shown cumulatively.   

      For more information about the amount of historical data available for a specific Metric please contact our Support Team at help@databox.com.

      Pro Tip: In order to start syncing data for a Metric, you can add it to your Metrics screen, use it in a Scorecard, set a Goal around it, create an Alert for it, or add it to a Databoard. Learn more here.    

      The amount of historical data you're able to access in Databox is dependent on your Databox plan. Learn more here.

      What time zone does Drift data sync in? 

      Drift data is synced in the time zone set in the Drift Account. For example, if your Drift Account time zone is set as EST, your Drift data will sync with Databox in EST. 

      How to access pre-built Drift Templates

       
      1. Navigate to the Databoards > Public Templates
      2. In the Data Source drop-down list, select Drift
      3. To view a preview of the Template populated with dummy data, click Preview
      4. To pull the Template into your Account and re-populate it with your own Drift data, click Use Template
      5. Select the appropriate Drift Data Source from the drop-down list to complete the process. The Databoard will be re-populated with data from the selected Drift Account and can be found on the  Databoards page

      Pro Tip: Once the Databoard is available on the Databoards page, it is completely disconnected from the public Template. Therefore, you can further customize this Databoard to meet your specific needs using the Designer.

      Popular Drift Templates

      Drift Drift Essentials: Getting Started with Chat
      This Drift dashboard provides insights about new and closed conversations, reply times by team members and more.
      This dashboard, authored by ConnectEngine, helps a team get started on the right foot in Drift by tracking the essential metrics in plain language.

      How to build a Databoard using Drift data

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      Popular Drift Metrics

      New Conversations Avg Time to First Response New Contacts

           
      Total Conversations Avg Time to Close Total

      View a full list of Basic Drift Metrics available in Databox here.

      How to build a Databoard

       
      1. Navigate to  Databoards > + New Databoard > Start Blank
      2. Click on the Metric Library icon on the lefthand side of the Designer
      3. Select the appropriate Drift Account  from the Data Source drop-down list in the Metric  Library
      4. View the list of pre-built Drift Datablocks in the Metric Library. Drag and drop your selected Datablock onto your Databoard   
      5. If a pre-built Datablock isn't available for your use case, click on the  Visualization types icon under the Metric Library icon
      6. View the list of Visualizations available in Databox. Drag and drop your selected Visualization onto your Databoard
      7. Click on the Datablock on the Databoard to open the corresponding Datablock Settings on the righthand side of the Designer
      8. Select the appropriate Drift Data Source and Metric in the righthand Property Manager. This will update the Datablock settings and will populate the Datablock with the appropriate data
      9. Complete steps 4-8 until your Databoard is complete

      Additional Information

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      Metric Considerations

      • Due to technical limitations, the Date Range ''All Time'' will return a maximum 36 months of historical data.

        However, Metrics that represent total values (i.e. ''Conversations'', ''Sent by Email Playbook'', etc.) will always show current total value when ''All Time'' Date Range is selected.

        Granularity Restrictions

        • Due to API limitations, hourly granularity is not supported. This may affect visualization options for Charts in Databox.

          For example, if a Drift Metric is used on a Line or Bar Chart with ''Yesterday'' Date Range selected, hourly data won't be displayed on the Chart.
          However, the big number above the Chart will accurately reflect the Metric value for the selected Date Range.

          Learn more about Granularity here.