Conversations Matrix
The Conversations Matrix report provides a detailed view of conversation counts grouped by customizable parameters. This allows users to analyze communication trends by various criteria and timeframes, offering powerful insights into messaging activities.
Purpose
The Conversations Matrix organizes conversation data into a table format, grouped by selected row and column parameters. This is useful for identifying patterns, comparing engagement metrics, and managing communication across platforms or categories.
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 module from the left-hand menu.
- Under the "Chats" section, select Conversation Matrix.
(screenshot here)
- Grouping Options:
- Users can group rows and columns by parameters such as:
- Category: The type of enquiry, such as "Business Enquiry" or "Appointment Confirmation."
- Channel: The source of the conversation (e.g., WhatsApp, Facebook).
- First Assignee: The agent initially assigned to the enquiry.
- Last Assignee: The agent who last worked on the enquiry.
- Source: The trigger for the conversation (e.g., Flow, Template, or Contact).
- Open/Close Date or Month: The date or month the conversation was opened or closed.
- Dynamic Columns:
- Data columns are dynamically adjusted based on selected groupings, showing relevant metrics for the grouped parameters.
- Interactive Table:
- Columns Sidebar: A sidebar to manage which groupings are shown in rows or columns.
- Row Groups: Adjustments to row groupings to reorganize data display.
- Column Labels: Parameters to define how columns are segmented.
- Timeframe Selection:
- The period selector allows users to analyze data over custom timeframes such as "Last Month," "This Month," or a specific date range.
The Conversations Matrix offers several interactive options:
- Period Selection: Choose the time period for data analysis.
- Column and Row Adjustments: Add, remove, or rearrange data parameters.
- Pagination Controls: Navigate between pages to view all data entries.
- Expanding Rows and Columns: Expand, reduce, or move through the table to focus on specific rows or columns.
- Analyze how many conversations were categorized as "Service Enquiry" across different channels in a given month.
- Compare agents' performance by the number of enquiries assigned or closed by each.
The data from the Conversations Matrix can be exported in multiple formats:
- CSV
- Excel
To export:
- Right click on the report.
- Select the Export option (Hint: It's the last one).
- Select your preferred file format.
- The download begins automatically.
- Agent Performance Tracking:
- Use the First Assignee and Last Assignee groupings to monitor which agents handle the most conversations or which agents close the most cases.
- Channel Comparison:
- Group by Channel to identify which communication platforms generate the most conversations and adjust marketing strategies accordingly.
- Customer Interaction Trends:
- Use the Category parameter to evaluate which types of customer enquiries are most frequent, helping businesses prepare resources or automate common queries.
- Workflow Optimization:
- Track Open Date and Close Date to identify bottlenecks in response or resolution times, optimizing workflows to improve customer experience.
- Define Objectives Before Analysis:
- Determine what you want to measure (e.g., agent performance, channel efficiency) to select the most relevant grouping options.
- Use Specific Timeframes:
- Narrow down the timeframe to analyze targeted performance or campaign results for specific periods.
- Export Data for Further Analysis:
- Leverage the Export feature to analyze larger datasets offline or present insights to stakeholders.
- Combine Metrics:
- Use multiple grouping options (e.g., Channel and Category) to identify more nuanced patterns, such as which channel receives the most business enquiries.