The Analytics Tab offers Users both a 30,000ft summary of their conversations, as well as the ability to dig deeper into specific insights. You can easily see which tags occur most frequently, the most common reasons customers call in, and get a pulse check on whether conversations were successfully resolved.
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Key Features
- +Add Filter- Helps in sorting tickets based on specific attributes.
To learn more about Saved Searches, please click here. - Adjusting the Date Range
- Keyword Search- Quickly searches conversations based on a specific keyword or phrase.
- Download CSV- Export data to a CSV file. This is available in all Analytics Tab sections except in the Summary Tab.
- Understanding the Analytics Tab Sections
A. Conversation Volume Chart- a chart UI depicting the count of processed conversations over a given timeframe, giving you a quick grasp of conversation traffic.
B. Tabs for each CI data type- Users can easily dig deeper into a particular feature by clicking on the different tabs. Each tab has a chart and a table that works similarly to a leaderboard
C. Summary Tab- shows the daily conversation processed on each Pipeline. Under this tab, you can find the Top Tags, Intents, and Customers, as well as analysis on Sentiment and Resolution. To expand the result, the User can click the link icon in the top right of each component.
D. Tags Tab- This chart displays the cumulative count of selected tags across a specified timeframe.Leaderboard
ranks and displays data points in descending order, primarily used to highlight top tags, top intents, and top customers to optimize their services or products. Sentiment
the ratio of positive, negative, and neutral sentiments for both the customer and the agent. Resolution Donut Chart
the ratio of resolved and unresolved calls.
E. Intents Tab- The cumulative count of Intents during a specified time frame.
F. Customers Tab- Indicates the count of conversations by customer.
G. Sentiments Tab- This tab measures the count of conversations by Customer or Agent Sentiments as well as their respective percentages.
H. Resolution Tab- Shows the daily count of resolved and not resolved resolutions across all conversations as well as their respective percentages.
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Conclusion
The Analytics tab has a number of components that show users key CI insights. Users can also easily export their conversation data for further advanced analysis.
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We hope this was helpful! Please submit a ticket here if you have any questions or need further assistance.