Talkative’s Analytics Overview gives you a clear picture of how your system is performing over time. It includes ready-made reports for quick insights and the option to create unlimited custom reports. Use these tools to track trends, spot opportunities, and make data-driven improvements.
🔍 Analytics Overview
When you open your Analytics Dashboard, you'll see a selection of default reports already available. These can be viewed in either chart or table format.
Filters & Navigation
Use the top-left filter panel to select date ranges, drill down into data by month, week, day, or hour.
On the right-hand side, you can:
- Edit or delete reports
- Click the menu icon (⋮) to download reports as CSV or image files
AI Insights Reports
If your plan includes AI, you’ll see an AI Insights section that provides automatic summaries of your customer interactions. These reports:
- Highlight common themes and issues raised by customers
- Suggest opportunities for automation or improvement
Learn more about creating and customising these reports here.
Analytics Bulletins
Want reports delivered to your inbox regularly? This feature lets you subscribe to automated email reports.
- Go to Analytics → Analytics Bulletin.
- Enter a Bulletin Label (e.g. “Monthly Performance Report”).
- Select the Reports you want to include.
- Choose a Group Unit (Week or Month).
- Set the Report Duration in days.
- Add the email addresses to send the bulletin to.
- Choose how often to send the report (e.g. Monthly) and the day of the month.
- Click Save.
Your analytics bulletin will now be sent automatically on the schedule you’ve set.
AI Assistant
Use the AI Assistant in the bottom-left corner to build custom reports, it’ll guide you through the setup step by step. All you need to do is ask for the report you want to create, and the AI will help you configure it automatically.
📊 Creating Custom Analytics Reports
In addition to default reports, account holders can edit existing reports or create fully custom ones. To create a new report, go to the bottom of your Analytics dashboard, click Create Report. Give your report a title/label.
Each report is created using three main components:
1. Measurement Type
The Measurement Type defines what your report will measure. Choose from key performance metrics such as response times, chat durations, sentiment scores, and more, depending on the insight you want to track.
For example:
- Number of interactions – total customer interactions during the selected period.
- Average Response Time – how long it takes for agents or bots to reply.
- Average Interaction Sentiment Score – overall tone of customer conversations.
- AI Knowledge Base Response Rate – how often your AI provides an answer without agent involvement.
- Chatbot Containment Rate – percentage of chats resolved by your chatbot before escalation.
- CSAT % – average customer satisfaction score collected via post-interaction surveys.
2. Group By
The Group By option defines how you want to compare your chosen Measurement Type. It determines how the data is broken down in your report.
For example:
- To see the number of chats per queue, set your Measurement Type to Number of Interactions and Group By to Queue.
- To see chats split by customer device type, set Group By to Device Specs OS.
3. Filter
Filters allow you to narrow down your data so you’re only seeing the results that matter most. You can filter by attributes such as feedback rating, queue, agent, channel, or device type to focus your analysis.
Example:
If you want to see the number of chats per queue that received negative feedback:
- Set Measurement Type: Number of Interactions
- Group By: Queue
- Apply Filter: Feedback = Negative
💡 Tip: Combine multiple filters to create more focused reports, for example, chats with negative feedback handled by a specific team.
4. Finalising Your Report
Once your report is configured:
- Use the preview option to review the results
- Adjust the date range using the filter panel
- Click Save to add your custom report to the main Analytics dashboard.
❓FAQ’s: Analytics Dashboard
Can I create a report for sentiment analysis?
Yes — if you’re a Supervisor/Admin, you can create a Sentiment Analysis report in Analytics.
How to do it:
- Go to Analytics in the left-hand menu.
- Click Create a new report.
- Enter a Label (report name).
- In Measurement Type, choose one of:
- Average Interaction Sentiment Score
- Average Interaction Sentiment Score (Customer only)
- Average Interaction Sentiment Score (User only)
- Adjust your parameters and click Preview.
- When ready, click Save to store or export your report.
You can also view sentiment data in Interaction Logs or Chat Monitoring during live chats.