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Reports Overview
Reports: Chats

Conversations Analytics

16min

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:

  1. Navigate to the Reports module from the left-hand menu.
  2. Under the Chats section, select Conversation Analytics.



Using the Report

The Conversation Analytics Report offers multiple filters and visualizations for tailoring your insights.

Primary Filters

  1. 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.
  2. 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.

  1. Status
    • Options: All, Open, Closed.
    • Use Case: Focus on resolved or ongoing conversations for deeper performance analysis.
  2. Channel
    • Options include WhatsApp, Facebook, Instagram, Web Chat, and Support.
    • Use Case: Identify the most active communication platforms for resource allocation.
  3. Category
    • Examples: Appointment Confirmation, Business Enquiry, Supplier, etc.
    • Use Case: Analyze conversation categories to refine strategies for specific customer intents.
  4. Source
    • Examples: Click to Chat Ad, Contact, Template, etc.
    • Use Case: Evaluate the origin of conversations to optimize campaigns and outreach.
  5. 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.

  1. 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.
  2. 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.
  3. 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:

Column Name

Description

Grouped By

The main grouping parameter, such as Channel, Category, or Source.

Contact Name

Name of the individual associated with the conversation.

Phone

Contact number of the individual.

Assignee

The team member assigned to handle the conversation.

Time Opened

The timestamp when the conversation was initiated.

Time Closed

The timestamp when the conversation was resolved or closed.

Resolution Time

The total time taken to resolve the conversation.

First Response Time

Time elapsed before the first response was sent.

Incoming Messages

Number of messages received from the customer during the conversation.

Outgoing Messages

Number of messages sent to the customer during the conversation.

Category

Categorization of the conversation, such as Job or Appointment Confirmation.

Summary

A brief summary or notes related to the conversation.

Ad Source URL

This provides you with the URL for the source of the ad from which this chat originated from



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

This feature is especially useful for sharing data with external stakeholders or for offline analysis.

What Can You Do With This Report?

1. Channel-Specific Reports

  • Volume of conversations by channel.
  • Open chats number per channel.
  • Sentiment trends for conversations on WhatsApp vs. Instagram.

2. Agent & Team Performance

  • Conversations assigned to specific agents or teams.
  • Average response and resolution times by agent.
  • Sentiment breakdown for conversations handled by an agent or team.

3. Status Reports

  • Open vs. Resolved conversations.
  • Conversations marked as "Priority: High" but still open.

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.

Examples of Specific Report Combinations

Example 1:

Filter Combination: (Channel = "WhatsApp") + (Status = "Closed") + (Date Range = Last 7 Days) Report Output: Resolved WhatsApp conversations in the last week.

Example 2:

Filter Combination: (First Assignee = "John A") + (Category = "Appointment Booking") + (Status = "Closed") Report Output: Resolved conversations that booked appointments by John A.

Example 3:

Filter Combination: Sentiment = "Negative" + Tags = "Complaint" + Escalation Reason = "Product Issue" Report Output: Negative sentiment conversations tagged as complaints with escalations due to product issues.

Example 4:

Filter Combination: First Response Time = < 1 Minute + Date Range = Last 30 Days + Channel = "Instagram" Report Output: Instagram conversations responded to within 1 minute over the last 30 days.

Example 5:

Filter Combination: Resolution Time = "Within SLA" + Tags = "VIP Client" + Agent = "John Doe" Report Output: Conversations resolved within SLA for VIP clients handled by John Doe.

With the vast array of combinations across primary and secondary filters, you can generate hundreds of customized reports to analyze agent performance, customer sentiment, SLA compliance, and channel efficiency.

Practical Simple Use Cases

  1. Agent/Team Performance:
    • Use First Assignee and Last Assignee groupings to monitor individual team member performance, or team performance.
  2. Channel Optimization:
    • Leverage the Channel filter to identify which platforms are most effective in engaging customers.
  3. Trend Analysis:
    • Review conversation data by Period and Category to detect seasonal or operational trends.
  4. 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



Updated 24 Dec 2024
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