Analytics Overview

Modified on Wed, 14 Aug at 12:23 PM

What is this feature and why you should use it?
Talkative’s analytics overview provides comprehensive historical insights into system usage. It includes pre-populated reports for quick analysis and the ability to create unlimited customised reports. This enhances your ability to monitor trends, identify improvements, and make data-driven decisions to optimise performance.

Who can use this feature?

Licence		Role
Teams Licence	✓	Agent	╳
Business Licence	✓	Supervisor	✓
Enterprise Licence	✓	Account Holder	✓

Analytics Overview: Key Features

Your overview will be populated with a selection of default reports. You can view these in chart or table format. Using the filter section on the top left-hand side, you can choose specific dates or drill down into monthly, weekly, daily, or hourly views.

On the right-hand side, you have options to edit/delete any existing report. If you click the triple-line icon, the reports can be downloaded as an image or CSV.

Analytics Bulletins

You’ll see a button for ‘Analytics Bulletins' at the top right. If you would like to receive reports via email on a regular basis, please visit this article here.

AI Insights

Business and Enterprise plans have access to AI-generated interaction insight reports, which outlines the top issues raised by customers as we ass suggestions around problems that could be automated. Please click here if you’d like to enable this feature or learn more.

Creating Custom Analytics Reports

In addition to the default Reports, account holders can edit existing reports or create brand-new custom reports. To create a new report, click the ‘Create Report’ button near the bottom of the screen and give it a label/title.

Each Report is built with 3 key concepts:

1. Measurement Type: what are you measuring? (e.g. handle time, number of interactions, etc.)

2. Group: what you are comparing? (e.g. split by queue, by agent, etc.)

3. Filter: how you are defining the report? (e.g. you only want to look at a certain queue)

1. Measurement Types

Number of Interactions	The number of interactions.
Average Response Time	The total time a customer is queueing (note: this will be zero when you have chatbots enabled).
Average Total Duration	The total time of interaction, from interaction start (when the customer starts an interaction through the widget) to interaction end (when the customer or agent ends the interaction).
Average Interaction Duration	The total longest agent session, this is equivalent to Agent Handle Time. If multiple agents were part of the session, then this will just measure the last agent session.
Average Interaction Sentiment Score	The average sentiment score applied to messages (requires Sentiment Analysis feature to be enabled).

2. Group By

This is how you want to compare the Measurement type.

For example, if you want to see the number of chats per queue, your Measurement would be the Number of Interactions and then Group by Queue. If you instead wanted to see the number of chats split by customer device type, change the Group by to be Device Specs OS.

3. Filter

This is how you want to filter or restrict the Report.

For example, if you want to see the number of chats per queue that only had negative feedback, you would Filter your above Report by Feedback=Negative.

Once you're happy with your report, you can preview it, change the dates, and then save it, which will add it to your main analytics reports.