Automated Performance Reports

Stay on top of your metrics with our highly visual automated reports. These summaries are delivered directly to your inbox on a weekly or bi-monthly basis, depending on your active services and configuration.

The report provides a snapshot of your project's health, divided into three key sections: Activity, Chatbot, and Contact Center.

Activity Overview

This section provides a high-level look at user engagement and system throughput.

Key Metrics:

• New Users: Total number of first-time users during this period.
• Active Users: Total number of users who interacted with the platform during this period.
• Total Messages: The aggregate volume of messages processed.
• Peak Volume (RPM): The highest number of messages processed in a single minute.
• Peak Time: The specific timestamp (minute) when the peak volume occurred.

Visual Charts:

• Incoming Messages: Volume trend of messages received.
• Conversations: Total number of distinct conversation threads.
• Average Messages per Conversation: A gauge of interaction depth.
• Max Messages per Minute: A graph showing throughput spikes.

Chatbot Analytics

Gain insights into how your automated assistants are performing and what your users are asking.

Visual Charts:

• Most Frequent Intents: A ranking of the most common user intentions/topics detected by the bot.
• Language Distribution: Breakdown of the languages used by your users.
• Conversation Start Flows: Visualizing the entry points and how conversations typically begin.

Contact Center Metrics

Detailed performance data regarding your human support team and conversation handling.

General Summary:

• Total Conversations: All conversations initiated during the period.
• Missed Conversations: Conversations that were not picked up by an agent.
• Total Messages: Volume of messages exchanged within the Contact Center.
• Unique Users: Distinct individuals served during this period.

Operational Graphs:

• Handled vs. Missed: A visual comparison of service levels.
• Closing Reasons: Breakdown of how and why tickets/chats were closed.
• Average Conversation Time: The average duration of a support interaction.
• Average Wait Time: How long users waited before an agent replied.

Agent Performance:

• Avg. Conversations per Agent: Workload distribution among the team.
• Avg. Total Talk Time per Agent: Time spent actively communicating.
• Individual Agent Stats: A detailed breakdown of conversations handled and talk time for each specific agent.
• Connection Hours: Total logged-in/online time per agent.