Conversations Analytics

the conversation analytics report allows you to assess conversation performance by applying a range of filters and grouping options this report provides insights into conversations initiated across channels, handled by specific team members, and categorized by various parameters getting here this module is accessible to admins , managers , and users with access to the reports module restricted users (users with limited views as defined by admins) cannot view this report steps to access navigate to the reports overview docid\ w77fotsoi3fpy lzwmcj2 module from the left hand menu under the chats docid\ gbjns2wkgebszf5evi07n section, select conversation analytics using the report the conversation analytics report offers multiple filters and visualizations for tailoring your insights primary filters period options today, yesterday, this week, last week, this month, last month, custom use case analyze conversation trends during specific timeframes, such as daily updates or monthly overviews group by options channel, category, first assignee, last assignee, source use case compare conversations grouped by key parameters such as the communication channel or assignee to identify trends secondary filters using the secondary filters you can drill down your data into more specified categories status options all, open, closed use case focus on resolved or ongoing conversations for deeper performance analysis channel options include whatsapp, facebook, instagram, web chat, and support use case identify the most active communication platforms for resource allocation category examples appointment confirmation, business enquiry, supplier, etc use case analyze conversation categories to refine strategies for specific customer intents source examples click to chat ad, contact, template, etc use case evaluate the origin of conversations to optimize campaigns and outreach first assignee / last assignee use case assess workload distribution or measure the efficiency of team members assigned to conversations visualizing filtered data filtered data is displayed in graphical and tabular formats for actionable insights graphs bar chart displays daily conversation counts by channel (e g , whatsapp, web chat) pie chart visualizes conversation distribution by the selected grouping, such as channel or category number of conversations unique chats this metric represents the count of distinct conversations initiated by unique customers it helps measure the breadth of customer interactions by avoiding duplicate conversations from the same customer all conversations this metric includes the total number of conversations, accounting for all messages exchanged, including multiple interactions with the same customer it provides an overview of overall messaging volume and workload detailed table view the detailed table presents all conversations grouped by your selected filters here's an overview of the columns available in this view true false 182false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type false unhandled content type interactive report controls the report comes with several interactive features to make data exploration intuitive zoom in/out utilize the "+" and " " buttons to zoom in on specific data points or zoom out for a broader view navigation buttons move left or right through date ranges using the arrow buttons refresh button reset the report view to its original state without the zoom in/out exporting data you can export the report data for external use by clicking the export button available formats include csv excel 1\ channel specific reports volume of conversations by channel open chats number per channel 2\ agent & team performance conversations assigned to specific agents average response and resolution times by agent 3\ status reports open vs closed conversations conversations marked as "category appointment rescheduled" 4\ time based insights conversations initiated, resolved, or escalated during specific timeframes peak conversation hours or days (e g , busiest times for customer support) assignee chat trends over time filter combination examples for conversation analytics channel performance insights filters applied channel whatsapp status resolved period last 30 days report output analyzes whatsapp conversations resolved in the past month to assess channel specific performance agent efficiency analysis filters applied first assignee agent a status closed period last 7 days report output evaluates the number of conversations successfully closed by agent a in the past week category insights filters applied category appointment booking channel web chat period last month report output displays conversations about appointment bookings conducted via web chat over the last month team distribution report filters applied first assignee team b status open period this week report output summarizes open conversations assigned to team b during the current week source effectiveness filters applied source click to chat category appointment confirmation period last 90 days report output measures the effectiveness of click to chat as a source for generating appointments over the past quarter unresolved conversations filters applied status open category complaint first assignee agent c report output identifies unresolved complaints currently assigned to agent c for immediate follow up important note on agent visibility in reports to ensure accurate reporting on team member performance, only users assigned the "is agent" role in settings will appear in chat reports as assignees if a team member does not have the "is agent" toggle enabled under settings > users , they will be excluded from filters like first assignee or last assignee this helps maintain clean agent specific performance data and avoids skewing metrics practical simple use cases agent/team performance use first assignee and last assignee groupings to monitor individual team member performance, or team performance channel optimization leverage the channel filter to identify which platforms are most effective in engaging customers trend analysis review conversation data by period and category to detect seasonal or operational trends operational efficiency evaluate resolution time and first response time metrics to streamline customer support processes best practices frequent monitoring regularly review the report to stay updated on conversation trends and team performance collaborative analysis share insights with your team for continuous improvement exporting report save commonly used filter combinations to streamline future reporting efforts faqs what is the conversation analytics report? this report provides insights into conversation performance across channels, team members, and categorized by specific parameters like channel, status, and assignee who can access the conversation analytics report? admins, managers, and users with access to the reports module can view this report restricted users cannot access it what are the primary filters available in this report? primary filters include period (e g , today, last week), group by (e g , channel, category), and other grouping parameters can i filter conversations by their status? yes, you can filter conversations by open , closed , or all statuses for focused analysis how can i view conversations for specific channels? use the channel filter to focus on specific platforms like whatsapp, instagram, or web chat can i export conversation data? yes, you can export the data in csv or excel formats for further analysis what insights can i get from the "first assignee" and "last assignee" filters? these filters allow you to evaluate workload distribution and agent efficiency in resolving conversations how are conversation trends visualized in the report? data is displayed using bar charts, pie charts, and a detailed table view for actionable insights what does the "number of conversations" metric show? it shows both unique chats (distinct conversations initiated by unique customers) and all conversations (total conversation volume) what are the benefits of monitoring resolution time in this report? monitoring resolution time helps streamline support processes and improve sla compliance