Analytics
Analytics provide supervisors with actionable insights into their contact center. Supervisors can view overviews of queues, channels, conversations, and tags used in each conversation. Analytics also show agent utilization and performance metrics for both individual agents and the contact center.
Dashboard
The dashboard offers a visual overview of contact center performance. You can view all channels in one place, break down data by status, and select the time period to review.
Right now
The Right now dashboard displays the current state of the Conversations contact center. Key indicators are consolidated to provide a clear view of ongoing events.
- View ongoing conversations and their status distribution.
- See currently logged-in agents and their status.
- Use drill-down options in widgets to take immediate action.
- The Performance per channel widget shows the current workload distribution per active channel.
Overview
Data on this page depends on the filters selected at the top, especially the period filter.
- If you select Right now, you see live data for the contact center.
- If you select another period, you see throughput data for that period.
- Filter analytics by specific channels, such as Social Media channels, Facebook Posts, or Instagram Posts.
Breakdown by conversations
View the number of conversations in each status. Filter by origin:
- Inbound
- Outbound
- All
Service-level agreement
If you have set up at least one SLA policy, analytics will show SLA-related information:
- First response time breach: Number of conversations breaching the first response time SLA.
- Next reply time breach: Number of conversations breaching the next reply time SLA.
- Total resolution time breach: Number of conversations breaching the total resolution time SLA.
Calls summary
The Calls summary provides detailed call performance metrics, including the total number of calls.
- Missed calls: Calls not answered, with drill-down details:
- Expired: Calls disconnected due to timeout.
- Abandoned: Calls where customers disconnected before reaching an agent.
- Dropped: Calls disconnected due to technical issues.
- Accepted: Total number of calls accepted by agents in the selected period.
- Unanswered: Calls assigned to agents but not answered.
- Rejected: Calls rejected by agents during the selected period.
Waiting time
See how long customers wait for your services.
- First response time: Time from conversation creation to the agent’s first message.
- Response time: Median time for agent responses to all messages (excluding the first message).
Both metrics show minimum, maximum, and median values.
Previous period - historic data
When you select a specific period, you see information about conversations entering, being processed, and exiting during that period.
All conversations breakdown
The hero graph provides an overview of conversations handled by agents in the selected period. Filter by inbound or outbound conversations.
- Old: Conversations created before the period but active during it.
- New: Conversations created within the period.
- Closed: Conversations closed within the period.
- Not closed/unsolved: Conversations active but not closed during the period.
Total resolution time
Total resolution time is the time from conversation creation until its status changes to Solved for the last time. This includes chatbot, agent, and unassigned time.
Resolution time
Resolution time excludes chatbot time. It is the time from chatbot transfer to Conversations until the most recent status change to Solved or Closed. It includes agent time only.
- The widget shows median values for Total resolution time and Resolution time for all closed conversations in the selected period.
- It also shows the number of conversations included.
Buckets are grouped by minutes, hours, and days. Selecting a bucket transfers you to the All Work panel, displaying conversations that fit the selected bucket.
Agents
Monitor agent utilization, performance, and status breakdowns to take action as needed.
Agents utilization
Track how much time agents spend in the system and their activities.
- View agent utilization by status and engagement.
- Use queue and time filters to see data for specific agents and periods.
- Learn more about agent statuses.
Average breakdown by statuses
See the median time agents spend in each status for the selected queue.
- Logged in: Median time agents are logged in.
- Away: Median time in any away status (yellow group).
- Occupancy: Median time in busy or available status (red or green group).
- Engaged: Median time agents are engaged with customers (under capacity, full capacity, ringing, in a call, or wrapping).
- Engaged rate: Median percentage of engaged time versus logged-in time.
Status distribution
View the distribution of time spent in each status.
- Away: Any status from the away group (yellow).
- Occupancy: Any status from available and busy groups (green and red), showing agents working or ready to work.
Utilization per agent
See a list of agents matching the selected filter. Metrics include data from the average breakdown by status widget and additional details.
Agents performance
Track agent performance by monitoring assigned conversations and responsiveness. View performance for conversations matching configured filters.
Performance
See general contact center performance metrics, calculated as median values for all agents. The graph shows metric distribution over the selected period.
Performance per channel
View the list of agents contributing to the Highlights widget. See personal performance for each agent: number of closed conversations, median first response time, median handling time, and median sentiment for conversations in the selected period.
Queues
Conversation queues provide insights into queue performance, highlights, customer sentiment (if enabled), satisfaction, and feedback.
Queues overview
Check queue performance using metrics such as first response time and handling time.
Highlights
View median values for Closed conversations, First response time, Handling time, and sentiment (if enabled) for all queues.
Queue details
See all metrics related to conversations in a specific queue during the selected period. Performance metrics are calculated for closed conversations only.
Voice of the customer
This dashboard shows customer feedback collected through surveys after conversations with agents.
- Overall feedback results are presented at the top.
- View details for each completed survey: who completed it, the score given, and the survey date.
- Drill down to each user’s profile to see their satisfaction score and survey history.
Channels
Channels overview displays performance for each channel enabled on the account.
- If you select Right now, see the distribution of ongoing conversations by status for each channel.
- For other periods, view channel performance, including active conversations, new conversations, and closed conversations during the period.
Tags
View all tags used in conversations, their performance, and tag rankings.
Tags overview
See tag usage and performance for conversations containing specific tags.
Tag frequency
View a sorted list showing which tags are used most and the number of conversations containing each tag.
Performance by tag
See performance metrics for conversations containing a specific tag.
Reporting
Reports provide detailed information about various Conversations entities, including:
- Conversations
- Conversation transcript
- Internal notes
- Queues
- Tags
- Channels
- Surveys
- Agents
- Utilization
- Performance
- Agents status logs
You can access reports on the Reports page and send them automatically to colleagues. Anyone with the link can download the report until it expires.
Conversation reports show information about conversations created during a selected period and the current state of their attributes.
To create a report:
- Go to Analyze → Reports → Create Report.
- Select the Conversations report type. Choose entities for your report, such as:
- Report content: Metrics, channels, and services
- Recurrence and date range: One-time report, recurring report, started from, started to
- Filters
- Options: File format and recipients
- Select Create report.
Conversations
Conversations report provides detailed insight into each conversation that occurred in a defined period.
The report consists of the following fields:
| Field | Description | Example |
|---|---|---|
| Account ID | Unique account ID. | 112233 |
| Account name | Name of the selected account. | ACME Inc. |
| Conversation ID | Unique conversation ID. | 658457CFBB27335CA16795F7E9BC57F1 |
| Conversation topic | Name of the conversation, automatically generated or changed by agents or supervisors. | Talking with Jason White |
| Customer name | Name of the customer in this conversation (if added to People). | Jason White |
| Customer contact | Customer contact, depending on the channel. | CHAT-de0eeaf6-411c-411f-9ea0-bdd5652e7f3f-1610461852 |
| Agent name | Name of the agent currently assigned or assigned when the conversation was closed. | Philip Lee |
| Agent username | Username the agent used to log into the web interface. | Plee04 |
| Conversation status | Current status of the conversation. | Open |
| Conversation priority | Current priority of the conversation. | Normal |
| Queue | Current queue the conversation is in. | Default Queue |
| Created at | Date and time when the conversation was created. | June 4, 2023 12:04 PM |
| Year created | Year when the conversation was created. | 2023 |
| Month created | Month when the conversation was created. | 03 |
| Day of the week created | Day of the week when the conversation was created. | Sunday |
| Hour created | Hour when the conversation was created. | 09:33 AM |
| Updated at | Date and time when the conversation was last updated. | January 2, 2023 06:22 AM |
| Year updated | Year when the conversation was updated. | 2023 |
| Month updated | Month when the conversation was updated. | 01 |
| Day of the week updated | Day of the week when the conversation was updated. | Sunday |
| Hour updated | Hour when the conversation was updated. | 10:43 AM |
| First assigned to an agent at | Time when the conversation was first assigned to an agent. | January 2, 2023 06:18 AM |
| First agent response | Time when the agent sent the first message in the conversation. | January 2, 2023 06:19 AM |
| Channel name | Name of the channel used in this conversation. | LIVE_CHAT |
| Total messages | Total number of messages sent within the conversation, including private notes and public messages. | 20 |
| Private messages (notes) | Number of private messages or notes sent within the conversation. Not visible to the customer. | 2 |
| Public messages | Number of messages exchanged between the customer and the agent (inbound and outbound). | 18 |
| Public messages (inbound) | Number of messages sent by the customer. | 10 |
| Public messages (outbound) | Number of messages sent by agents, supervisors, or workflows. | 8 |
| Tags | List of tags applied to the conversation. | VIP Customer, Forward |
| Summary | Summary of the conversation written by agents or supervisors. | The client was asking about their delayed delivery. Scheduled a call later until we get some info from the delivery service. |
| Wait time | Time elapsed from conversation creation until the agent sent the first message. Shows customer wait time. | 1m 16s |
| Resolution time | Time from conversation creation until the agent marks the conversation as solved for the last time. Closed only. | 16m 22s |
| Sentiment | Sentiment of the entire conversation, based only on messages sent by the customer. | 0.9 |
| Survey score | Score the customer left in the survey. | Happy |
| Survey comment | Comment the customer left with the survey. | I really like how responsive this agent was while handling my issue. |
| First response time SLA breach by | Time by which the first response time SLA was breached. Empty if not breached or not counted for the conversation. | 2m 03s |
| Next reply time SLA breach by | Time by which the next reply time SLA was breached. Empty if not breached or not counted for the conversation. | 43s |
| Total resolution time SLA breach by | Time by which the total resolution time SLA was breached. Empty if not breached or not counted for the conversation. | 23m 12s |
| Direction | Direction of the conversation: inbound or outbound. | Inbound |
| Senders | List of senders that participated in the conversation, grouped per channel. | APPLE_MESSAGES_FOR_BUSINESS (477fc0c7-0d83-4c17-8a7b-77b35b134a58), SMS (46130861334) |
| Handed over at | Timestamp when the conversation assignment changed from bot to another value. Empty if never assigned to a bot. | November 25, 2023 04:11:09 PM or - |
Conversation transcript
A conversation transcript report is a file containing transcripts of all conversations handled by the selected agent.
To create a conversation transcript report:
- Go to Conversations → Conversation transcript in the Conversations Report Content section.
- To include internal notes, select the Include internal notes checkbox.
For a one-time report, you can configure the following options:
- Date as:
- Active
- Created at
- Date range: Choose a custom time or a specified time range from the drop-down menu.
- Start time: Select the start date and time.
- End time: Select the end date and time.
If you select Active as the filter, the report will include only messages exchanged during the selected period, not the entire conversation. A conversation is considered active when participants interact during the chosen timeframe, such as when messages are sent by any entity (agent, user, bot, or system). The maximum period is one month (31 days), and the minimum is one day.
In the Filters section, you can select a specific agent for the report. This field is optional.
After configuring your report, select Create Report. The file name will include the Report ID (.no_data_{reportId}.xlsx), making it easy to identify the report.
Queues
The queues report provides information to help you evaluate the performance of each queue. Supervisors and contact center managers can use this report to monitor queue performance and make improvements as needed.
You can also track agent and customer activity within each queue.
| Field | Description | Example |
|---|---|---|
| Account ID | Unique ID of the account. | 112233 |
| Account name | Name of the selected account. | ACME Inc. |
| Queue ID | Unique ID of the queue. | 6FD837D20260912DFC9C95EC87F7782 |
| Queue name | Name of the queue. | Spanish Queue |
| Number of assigned agents | Number of agents currently assigned to the queue. | 13 |
| Assigned agents | List of agents currently assigned to the queue. | Mark Brown, Silvio Maroni, Philip Lee, Jess Moon |
| Number of assigned routes | Number of routes connected to the queue. | 2 |
| Assigned routes | List of routes currently assigned to the queue. | Route #100, Route #3870 |
| Created at | Date and time when the queue was created. | October 29, 2023 11:58:42 AM |
| Auto assignment | Indicates if auto-assignment is enabled for this queue. | Yes |
| Old conversations | Number of conversations in this queue created before the report period but active during it. | 7 |
| New conversations | Number of conversations in this queue created within the report period. | 12 |
| Closed conversations | Number of conversations in this queue closed during the report period. Includes closures by agents, workflows, or waiting strategy. | 66 |
| Closed by agents | Number of conversations closed by agents. | 46 |
| Closed by workflows | Number of conversations closed by workflows. | 14 |
| Closed by waiting strategy | Number of conversations closed by waiting strategy. | 6 |
| Unsolved conversations | Number of conversations active during the report period but not closed. | 27 |
| Median resolution time | Median resolution time for all conversations in the queue. | 2m 32s |
| Median sentiment | Median sentiment of all conversations in the queue during the report period. | 0.9 |
| Median wait time | Median time from conversation creation until the agent sent the first message. | 54s |
| Median private messages (notes) | Median number of notes posted to conversations in the queue. | 3 |
| Median public messages | Median number of public messages sent in conversations (by customer or agent). | 23 |
| Median public messages (inbound) | Median number of messages sent by customers in conversations. | 10 |
| Median public messages (outbound) | Median number of messages sent by agents in conversations. | 13 |
| First response time SLA breach | Number of conversations that breached the first response time SLA. | 2 |
| Next reply time SLA breach | Number of conversations that breached the next reply time SLA. | 0 |
| Total resolution time breach | Number of conversations that breached the total resolution time SLA. | 3 |
Surveys
This report provides detailed insight into surveys that were submitted at the selected time.
| Field | Description | Example |
|---|---|---|
| Account ID | Unique ID of the account. | 112233 |
| Account name | Name of the selected account. | ACME Inc. |
| Conversation ID | Unique ID of the conversation. | 548457CFBB27335CA16795F7E9BC57F1 |
| Customer name | Name of the customer who submitted the survey (if added to People). | Jason Smith |
| Customer contact | Contact used by the customer to submit the survey. | 421948232829 |
| Channel | Channel over which the survey was submitted. | |
| Agent | Agent handling the conversation when the survey was submitted. | Veronica Quinn |
| Survey | Name of the survey. | CSAT Survey |
| Score | Score left by the customer when submitting the survey. | Happy |
| Comment | Comment posted by the customer in addition to the score (optional). | I really loved the velocity at which Veronica handled my request. |
| Surveyed date | Date and time when the survey was submitted. The first answer is recorded. | October 29, 2023 11:58:42 AM |
Channels
This report contains important information about the data that is relevant for each channel. The data provided in this report helps you delve into the performance of each channel utilized by the contact center.
All channels use the same metrics, except for the metrics specific to the Calls channel.
| Field | Description | Example |
|---|---|---|
| Account ID | Unique ID of the account. | 112233 |
| Account name | Name of the selected account. | ACME Inc. |
| Channel name | Name of the channel used to generate this report. | |
| Sent messages | Number of messages sent within the selected period. | 51 |
| Received messages | Number of messages received within the selected period, such as messages sent by customers. | 44 |
| Old conversations | Number of conversations from the selected channel created before the report period. | 17 |
| New conversations | Number of conversations from the selected channel created during the report period. | 41 |
| Closed conversations | Number of conversations from the selected channel closed during the report period. | 80 |
| Closed by agents | Number of conversations from the selected channel closed by agents during the report period. | 55 |
| Closed by workflows | Number of conversations from the selected channel closed by workflows during the report period. | 5 |
| Closed by waiting strategy | Number of conversations from the selected channel closed by a waiting strategy during the report period. | 20 |
| Unsolved conversations | Number of active conversations in the selected channel not closed during the selected period. | 7 |
| First response time | Median first response time of all conversations from the selected channel in the report period. | 2s |
| Sentiment | Median sentiment of all closed conversations from the selected channel in the report period. | 0.9 |
| Assigned calls | Total number of calls assigned to all agents in the selected period. | 134 |
| Accepted calls | Total number of calls accepted by agents in the selected period. | 77 |
| Total call duration | Total duration of all calls in the selected period. | 2h 32m 07s |
| Unanswered calls | Total number of calls assigned to agents but not answered. | 4 |
| Rejected calls | Total number of calls rejected by agents in the selected period. | 6 |
| Wait time | Median time users wait for an agent’s response, from call start until accepted by the agent. | 5s |
| Transferred calls | Number of calls transferred in the selected period. | 11 |
| Expired calls | Number of calls disconnected due to timeout (maximum wait time passed and call terminated). | 4 |
| Abandoned calls | Number of calls abandoned by customers before being connected to an agent. | 13 |
| Dropped calls | Number of calls disconnected due to technical issues. | 2 |
Tags
This report provides important insights into conversations that have certain tags added. Since tags describe specific topics, this data helps supervisors determine how certain topics are handled within their contact center.
| Field | Description | Example |
|---|---|---|
| Account ID | Unique ID of the account. | 112233 |
| Account name | Name of the selected account. | ACME Inc. |
| Tag ID | Unique ID of the tag. | 6DB7FBE9BA6555D31F078281BE42827D |
| Tag name | Name created for this tag. | Important |
| Created at | Date and time when the tag was created. | March 4, 2023 01:08:38 PM |
| Last updated at | Date and time when the tag was last updated. | March 4, 2023 01:22:45 PM |
| Closed conversations | Number of conversations containing this tag that were closed within the selected period. | 23 |
| Waiting time | Time elapsed from when the customer sent the first message until the agent replied. | 1m 22s |
| Resolution time | Median resolution time for all conversations containing this tag within the selected period. | 3m 23s |
Agents
Agents report consists of three parts:
- General information which contains data in the table below
- Agent utilization
- Agent performance
The report will only contain the data that you selected when creating the report.
| Field | Description | Example |
|---|---|---|
| Account ID | Unique ID of the account. | 112233 |
| Account name | Name of the selected account. | ACME Inc. |
| Agent ID | Unique ID of the agent. | 4EE921EBE72C99F6262D59FE856696B7 |
| Agent name | Name of the agent. | Veronica Quinn |
| Number of assigned queues | Number of queues assigned to this agent. | 12 |
| Assigned queues | List of queues assigned to this agent. | Queue #5062, Queue #5297, German Queue, VIP_Customers |
| Capacity | Capacity per channel category configured for this agent. | EMAIL = 5, LIVE_MESSAGING = 10, LIVE_CHAT = 9 |
Agent utilization
This report shows how agents are using their time while being logged into the system.
Bear in mind that this report is dynamic, meaning that its columns depend on the number of custom statuses configured for the account. Each custom status is tracked as well.
| Field | Description | Example |
|---|---|---|
| Logged in time | Time the agent spent logged in during the selected period. | 11h 39m |
| Available time | Time spent in the Available group of statuses. | 5h 11m |
| Available | Time spent in the Available status. | 3h 52m |
| Idle | Time spent in the Idle status. | 13m |
| Under capacity | Time spent in the Under capacity status. | 30m |
| Away time | Time spent in the Away group of statuses. | 1h |
| Away | Time spent in the Away status. | 30m |
| Set of custom Away statuses | Time spent in each custom Away status. | 10m |
| Busy time | Time spent in the Busy group of statuses. | 1h 25m |
| Busy | Time spent in the Busy status. | 19m |
| Full capacity | Time spent in the Full capacity status. | 30m |
| In a call | Time spent in the In a call status. | 30m |
| Ringing | Time spent in the Ringing status. | 3m |
| Wrap-up | Time spent in the Wrap-up status. | 3m |
| Set of custom Busy statuses | Time spent in each custom Busy status. | 30m |
| Engaged time | Time spent in statuses considered as engaging with the customer (Under capacity, Full, Ringing, In a call, Wrap-up). | 5h 24m |
| Engaged rate | Percentage of engaged time during logged-in time. | 11.09% |
Agent performance
This report provides more info regarding agents' performance while communicating with customers.
| Field | Description | Example |
|---|---|---|
| Closed conversations | Number of conversations the agent closed in the selected period. | 112 |
| Conversations assigned to other agents | Number of conversations this agent assigned to other agents. | 11 |
| Conversations assigned from other agents | Number of conversations other agents assigned to this agent. | 45 |
| First response time | Median first response time for all conversations this agent sent in the selected period. | 1m 44s |
| Handling time | Median time from when the conversation was assigned to the agent until they closed it for the last time. | 55m 12s |
| Sentiment | Median sentiment value for all conversations handled by this agent in the selected period. | 0.74 |
| Closed conversations per login hour | Number of conversations closed per login hour. | 15.6 |
| Private messages (notes) | Number of private messages (notes) posted by this agent. | 1 |
| Public messages (outbound) | Number of public outbound messages sent by this agent. | 10 |
| Private messages per conversation | Number of private messages (notes) divided by the total conversations handled by this agent. | 1.4 |
| Public messages per conversation | Number of public messages divided by the total conversations handled by this agent. | 6.89 |
| Assigned calls | Number of calls assigned to this agent (agent was presented with the ringing screen). | 90 |
| Accepted calls | Number of calls accepted by this agent. | 80 |
| Call duration | Median duration of calls answered by this agent. | 17m |
| Unanswered calls | Number of calls unanswered by this agent (agent did not answer or pick up the call). | 7 |
| Rejected calls | Number of calls rejected by this agent in the selected period. | 6 |
| Transferred calls | Number of calls this agent transferred to another agent. | 18 |
| Wait time | Time the customer waited for an agent to pick up the call. | 1m 14s |
| Expired calls | Number of calls dropped due to a waiting strategy timeout. | 4 |
| Abandoned calls | Number of calls abandoned by customers before being connected to an agent. | 1 |
| Dropped calls | Number of calls disconnected due to technical issues. | 0 |
Agent status logs
This report provides crucial information for managers such as when the agents come into work, the duration spent in a certain status, and when they change their status to Busy, Away, or Available.
Users with the Analytics for Conversations role can understand how their agents are utilizing their time, and at which point in time, they have changed something in conversations. In conclusion, this report will help them perform a more precise evaluation of their agents.
| Field | Description | Example |
|---|---|---|
| Account ID | Unique ID of the account. | 1122333 |
| Account name | Name of the selected account. | ACME Inc. |
| Agent ID | Unique ID of the agent handling the conversation. | 4EE921EBE733D9F6262D59FE856696B7 |
| Agent name | Full name of the agent. | Fabricio Silco |
| Status ID | Unique ID of the status. | 73bc600e-6e98-11ea-a2fb-02c9afa9ebec |
| Status | Name of the agent status related to the Status ID, as reflected throughout Conversations. | Offline |
| Start time | Timestamp when the agent changed their status to the given status. | November 24, 2023 08:37:38 AM |
| End time | Timestamp when the agent changed their status to a different one or if changed automatically. | November 24, 2023 10:32:48 AM |
| Duration | Duration the agent spent in the given status. | 01:55:10 |
Short ID
This feature is only available in the Grow and Scale package.
Short Conversation IDs are concise and easy-to-use identifiers that streamline the process of referencing and organizing conversations.
If the Short ID feature is turned on, you will see the Short ID column in your Conversations reports. Additionally, the Short ID will appear in the Conversations transcripts and Survey reports.