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Reports Overview
Reports: Chats

Conversations Analytics

17min

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 "Category: Appointment Rescheduled" 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.

Filter Combination Examples for Conversation Analytics

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. 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.

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

  1. 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.
  2. 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.
  3. 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.
  4. Can I filter conversations by their status?
    • Yes, you can filter conversations by Open, Closed, or All statuses for focused analysis.
  5. How can I view conversations for specific channels?
    • Use the Channel filter to focus on specific platforms like WhatsApp, Instagram, or Web Chat.
  6. Can I export conversation data?
    • Yes, you can export the data in CSV or Excel formats for further analysis.
  7. 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.
  8. How are conversation trends visualized in the report?
    • Data is displayed using bar charts, pie charts, and a detailed table view for actionable insights.
  9. 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).
  10. What are the benefits of monitoring resolution time in this report?
    • Monitoring resolution time helps streamline support processes and improve SLA compliance.



Updated 17 Jan 2025
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