Conversations

Explore how the Conversations feature can enhance your customer support efficiency by providing detailed insights into new, closed, and reopened interactions. With visual charts and heatmaps, you can easily identify peak activity times, understand user behaviour, and optimise resource allocation to improve your support strategy.

Conversations

Conversation Overview

This metric includes the number of new conversations started, unique conversations first closed, and unique conversations reopened.

This section offers a snapshot of conversations over a chosen timeframe. The chart illustrates the number of new, closed, and reopened conversations, aiding in the assessment of customer support activity and effectiveness.

• New Conversations: Shown in blue, these are conversations initiated by users within the period.

• Closed Conversations: Shown in green, these are conversations that were closed during the period.

• Reopened Conversations: Shown in red, these are conversations reopened after being closed.

Chart Usefulness

• Support Efficiency: By comparing new, closed, and reopened conversations, you can assess the support team's efficiency and pinpoint areas for improvement.

• Activity Peaks: The chart highlights days with the most and least activity, enabling resource adjustments to enhance support during peak periods.

Visual Example of the Chart

Opened vs. Closed Conversations

This metric tracks the number of conversations opened and closed.

This section compares open and closed conversations over a selected timeframe. The chart visualises support efficiency and helps identify potential bottlenecks or high-demand periods.

• Opened Conversations: Shown in blue, these are conversations initiated by users during the period.

• Closed Conversations: Shown in green, these are conversations that were closed during the period.

Chart Usefulness

• Support Efficiency: By comparing open and closed conversations, you can evaluate the support team's efficiency. Ideally, closed conversations should closely match open conversations.

• Activity Peaks: The chart reveals days with the most and least activity, allowing for resource allocation adjustments to improve support during peak times.

Visual Example of the Chart

Heatmap of Opened and Closed Conversations

This metric shows the volume of conversations opened by day of the week and time of day.

This section features heatmaps of open and closed conversations throughout the week, broken down by hour. These charts reveal activity patterns, enabling optimised resource allocation and support planning.

Heatmap of Opened Conversations

• The left chart displays open conversations by day and hour. Darker shades indicate higher activity periods.

• This heatmap helps identify when users are most likely to start conversations, allowing for support team adjustments during peak times.

Heatmap of Closed Conversations

• The right chart shows closed conversations by day and hour. Like the open conversations heatmap, darker shades indicate higher activity.

• This chart helps gauge customer support efficiency and highlights periods where conversations are closed more swiftly.

Visual Example of the Charts

Opened Conversations by Type

This section analyses open conversations by type, crucial for understanding interaction dynamics and distinguishing between new and returning users.

Opened Conversations by New and Returning Users

• The bar chart illustrates open conversations by new and returning users over the days, helping monitor user interaction with the system.

• The donut chart on the right shows the overall proportion of open conversations by new and returning users, providing a clear view of interaction distribution.

Visual Example of the Charts

Closed Conversations by Type

This section analyses closed conversations by type, important for understanding customer behaviour and support efficiency.

New and Returning Closed Conversations

• The bar chart displays the number of new and returning conversations closed over the days, helping monitor customer interaction with support over time.

• The donut chart on the right shows the overall proportion of new versus returning closed conversations, providing a clear view of closed interaction distribution.

Visual Example of the Charts

Open Conversations by Source

'Bot user' refers to bot user/contacts initiated, 'Agent' means live chat agent, and 'Bot' refers to bot automation.

This section analyses open conversations by source, essential for understanding interaction origins and evaluating the effectiveness of various support channels.

Open Conversations by Bot Users, Agents, and Bot

• 'Bot user' refers to bot user/contacts initiated, 'Agent' means live chat agent, and 'Bot' refers to bot automation.

• The bar chart shows open conversations by bot users, agents, and the bot itself over the days, helping monitor channel utilisation over time.

• The donut chart on the right shows the overall proportion of open conversations by each source, providing a clear view of initiated interaction distribution.

Visual Example of the Charts

Conversations and Conversation Closures

This section provides an overview of conversations and how they were closed, whether by an agent or a bot. Analysing these metrics helps understand customer interaction with the support system.

New and Returning Conversations

• The top bar chart shows new and returning conversations over the days. Tracking this metric is crucial for understanding interaction flow and customer loyalty to the support system.

• The donut chart on the right shows the overall proportion of new versus returning conversations, providing a clear distribution view.

Closed Conversations by Source

• The second bar chart illustrates conversations closed by agents and bots over time. Monitoring this data helps identify each source's efficiency in closing cases.

• The donut chart on the right shows the overall proportion of conversations closed by agents and bots, offering an overview of each one's performance.

Visual Example of the Charts

• Chart Usefulness

• Visual Example of the Chart

• Opened Conversations Heatmap

• Closed Conversations Heatmap

• Visual Example of the Charts

• Opened Conversations by New and Returning Users

• Visual Example of the Charts

• New and Returning Closed Conversations

• Visual Example of the Charts

• Open Conversations by Bot Users, Agents, and Bot

• Visual Example of the Charts

• New and Returning Conversations

• Closed Conversations by Source

• Visual Example of the Charts