Insight Analysis

Insight Analysis consists of "Conversations", "CSAT", "Agents", "Labels", "Channels", and "Teams" modules. Data is updated in real-time, supporting the understanding of conversation response and resolution, agent workload, service quality, and customer satisfaction evaluations, assisting managers in adjusting service plans and making team management decisions.

Conversations

Supports viewing data statistics on the number of conversations, messages received, messages sent, first response time, resolution time, number of resolved conversations, and customer wait time within a custom time period, displaying statistical results in bar charts.

CSAT

Supports viewing customer satisfaction data, including total responses, satisfaction score, and response rate indicators. You can view the assigned agent, rating, and feedback comments according to customer contacts.

Agents

You can view data statistics on the number of conversations, messages received, messages sent, first response time, resolution time, number of resolved conversations, and customer wait time for a specified agent within a custom time period, displaying statistical results in bar charts.

Labels

You can view data statistics on the number of conversations, messages received, messages sent, first response time, resolution time, number of resolved conversations, and customer wait time for a specified label within a custom time period, displaying statistical results in bar charts.

Channels

You can view data statistics on the number of conversations, messages received, messages sent, first response time, resolution time, number of resolved conversations, and customer wait time for a specified channel within a custom time period, displaying statistical results in bar charts.

Teams

You can view data statistics on the number of conversations, messages received, messages sent, first response time, resolution time, number of resolved conversations, and customer wait time for a specified support team within a custom time period, displaying statistical results in bar charts.