Track real-time metrics to make a data-driven decision

Built-in reports and analytics to help you keep track of important Live Chat and Chatbot metrics.


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Chat Metrics

Track your current queue with the live counters for Agent and Chatbot.

Stay top on the Missed chats, analyze the traffic distribution across devices.

Better prepare for your peak traffic for the chat

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Comparison Graphs

Analyze performance and trends using the comparative graph view of Chatbot Success, Overall Chat, and Chatbot Failure. This comparative graph view provides a quick comparison with the previous period which is with respect to the selected date range.

The comparative graph can be future drilled down using filters unique for each comparative type. Chatbot Success you drilled down for each conversation, Overall Chats you can drill down for each "Closed By" value and Chatbot Failure for different types of occurred failures.

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Chatbot Performance Report

Chatbot report provides detail analysis of successful conversations and failures types. The analysis of successful conversation would provide insights on popular conversations used by the customers.

The Chatbot failure report provides detail visibility of failure types providing a tool for improving Chatbots performance or identifying new conversations to be automated with-in Chatbot.

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Agent Performance Report

Agent performance report gives you detail data points of each team member and are they doing well. Identify patterns on how the Average Handling Time, First Response Time, Online Time and Customer Feedback for each team member.

RAW Reports are available for deep analysis of the data points in an easier way.

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Campaign & Chat Details

Analyze campaign performance of each proactive trigger with multiple data points including total customers reached, customers engaged and who handled the Chatbot or Agent.

Campaigns can be grouped for easier visualization and analysis. RAW Reports are available for deep analysis of the data points in an easier way.

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Online Operations & Login Details

Live dashboard for tracking current team members that are online and providing support to the customers. Administrators also have an option to forcefully disconnect a team member.

Login details table provides a quick snapshot of team members online and login duration for the selected filters. Download reports are available for deep analysis of each team members activity like online, offline, logged-in, log-out.

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Feedback Report

Measure Performance by collecting Customer Satisfaction Rating from Chatbot and Agents conversations. Customer Satisfaction Rating is collected on a scale of 1-5 stars and customer also has a provision to provide detail information.

Chatbot automatically collects feedback if customers have completed at least one conversation. Agents can trigger the customer feedback survey any time during the chat session.

The tabular report provides a quick snapshot of total feedback received with average rating and availability of additional comments from customer. The RAW report is available for deep analysis of the data points in an easier way.

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Track real-time metrics to make a data-driven decision

Built-in reports and analytics to help you keep track of important Live Chat and Chatbot metrics.


REQUEST A DEMO