Conversations
Advanced analytics
Advanced Analytics

Advanced Analytics

EARLY ACCESS

IMPORTANT

Early Access for Advanced Analytics is available only to customers who meet specific criteria. For more information about the Early Access program, contact your Infobip account manager.

Conversations advanced analytics provide supervisors with an overview and insight into their contact center by diving deep into Queues, Channels, Conversations, and Tags agents use for each conversation. This is the central place where you will find extensive information on different updates and how to create custom reports that best suit your business needs.

Available features

Depending on your Conversations package, the following analytics features are available:

Feature

Start/Starter

Package

Grow/Enterprise

Package

Scale

Package

Predefined dashboardsOverviewAgentsConversationsVoice of the customerRight nowOverviewAgentsConversationsVoice of the customerRight nowOverviewAgentsConversationsVoice of the customer
Custom dashboardsNoNoInsightsCustom dashboard
Explore from hereNoNoYes
AlertsNoNoYes
ExportNoYesYes
Data refresh rate24 hours6 hours2 hours

Analytics dashboard

To view analytics and reports, go to Conversations → and in the drop-down, select Analytics.

Conversations - Analytics page

For a more detailed exploration of the Advanced Analytics features and capabilities, navigate to the following subpages:

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