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Conversation Overview
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The number of new conversations started, the number of unique conversations that were first closed, and the number of unique conversations that were reopened |
This section provides an overview of conversations over a specific period. The chart helps visualize the number of new, closed, and reopened conversations, facilitating the analysis of customer support activity and efficiency.
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Opened vs. Closed Conversations
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The number of conversations opened and the number of conversations that were closed |
This section presents a comparison between the number of open and closed conversations over a specific period. The chart helps visualize customer support efficiency and identify potential bottlenecks or periods of high demand.
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Heatmap of Opened and Closed Conversations
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The conversations opened volume by day of the week and time of day. |
In this section, we present heatmaps showing open and closed conversations throughout the week, segmented by hour of the day. These charts help identify activity patterns, allowing for optimized resource allocation and support planning.
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Open Conversations by Source
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Bot user means bot user/contacts initiated, Agent means live chat agent, Bot means bot automation. |
In this section, we present an analysis of open conversations categorized by source. This metric is essential for understanding the origin of interactions and evaluating the effectiveness of different support channels.
Open Conversations by Bot Users, Agents, and Bot
Bot user means bot user/contacts initiated, Agent means live chat agent, Bot means bot automation.
The bar chart shows the number of open conversations by bot users, agents, and the bot itself over the days. This helps us monitor how different channels are being utilized over time.
The donut chart on the right presents the overall proportion of open conversations by each source, offering a clear view of the distribution of initiated interactions.
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