Advanced analytics
Conversations Advanced analytics give admins detailed insights into their contact center. You can review metrics for queues, channels, conversations, and tags used by agents.
This section provides comprehensive information on updates and guides you in creating custom reports to meet 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 dashboards | Overview Agents Conversations Voice of the customer | Right now Overview Agents Conversations Voice of the customer | Right now Overview Agents Conversations Voice of the customer |
| Custom dashboards | No | No | Visualizations Custom dashboard |
| Explore from here | No | No | Yes |
| Export | No | Yes | Yes |
| Data refresh rate | 24 hours | 6 hours | 30 minutes |
Analytics dashboard
To view analytics and reports:
- Go to Conversations.
- In the drop-down, select Analytics.
For a more detailed exploration of the Advanced analytics features and capabilities, go to the following subpages: