Chat analytics lets you learn from customer interactions, which gives actionable insights into your customer experience.
The three reporting modules in chat analytics are:
In this article, let us look into the various conversation level metrics you can get from this report and its benefits.
With conversation analytics, you can:
Get in-depth statistics right from when a conversation was initiated, to updated to completed.
Understand whether the incoming chat traffic is increasing or decreasing during the day, week, or over a few months
Get volume-based insights on chat label categories and subcategories, to understand the type of conversations your agents are having
Get a more accurate sense of agent performance based on actual metrics and KPIs with better attribution and tailored insights
Analyze how well your agents are handling incoming conversation volume, their responsiveness to customer queries, and what customers think of your support.
Monitor agent performance in real-time without having to depend on any other tool
Some of the metrics you can view in this report are: