Analytics & Insights
Measure what matters. Improve what counts.
Live
Total Conversations24,680
18.6%vs May 3 – May 9
Resolved Conversations21,452
21.3%vs May 3 – May 9
Resolution Rate86.9%
7.6%vs May 3 – May 9
Avg. Response Time1.48s
18.2%vs May 3 – May 9
Customer Satisfaction4.7/5
6.4%vs May 3 – May 9
Conversations Over Time
All ConversationsResolved
5K4K3K2K1K0
May 10May 11May 12May 13May 14May 15May 16
Conversations by Channel
24,680Total
- WhatsApp9,842 (39.9%)
- Web Chat6,512 (26.4%)
- Instagram3,245 (13.1%)
- Facebook2,856 (11.6%)
- Email1,487 (6.0%)
- Others738 (3.0%)
| Intent | Conversations | Success Rate |
|---|---|---|
| Order Status | 4,862 | 92% |
| Refund Request | 3,245 | 89% |
| Product Inquiry | 2,956 | 87% |
| Billing & Payment | 2,154 | 83% |
| Cancel Order | 1,876 | 81% |
CSAT Trend
4.7/56.4%vs previous 7 days
CSAT
5.04.03.02.01.0
May 10May 11May 12May 13May 14May 15May 16
Conversation Outcome
24,680Total
- Resolved21,45286.9%
- Escalated1,8427.5%
- Abandoned1,1034.5%
- Other2831.1%
| Agent | Conversations | Resolution Rate | CSAT |
|---|---|---|---|
| Refund Assistant | 5,248 | 90.1% | 4.8 |
| Order Tracker | 4,862 | 88.7% | 4.7 |
| Support Helper | 4,156 | 87.2% | 4.6 |
| Billing Assistant | 2,985 | 86.1% | 4.5 |
| Product Guide | 2,412 | 84.3% | 4.4 |
Response Time Distribution
Percentage of conversations
- < 1s35.2%
- 1s – 3s32.6%
- 3s – 7s18.9%
- 7s – 15s8.4%
- > 15s4.9%
Conversation Funnel
- Started28,754100%
- Engaged24,68085.8%
- Resolved21,45274.6%
- Satisfied18,93265.8%
Key Insights
- Conversations are up 18.6%Total customers increased compared to last week.
- Great CSAT score!Your customers love the experience you’re delivering.
- Response time improvedAverage response time decreased by 18.2% this week.
- Top intent: Order StatusConsider optimizing content for this intent further.
Insights today. Better experiences tomorrow.
Use data to optimize your AI Agent and deliver exceptional customer experiences at scale.