Getting Started with Analytics

Created by Seb Coulthread, Modified on Tue, 23 Apr 2024 at 09:33 PM by Seb Coulthread

Talkative has an analytics platform designed to help you understand the behaviour of your customers to enable you to better manage your agents' time and increase productivity. The platform can be loaded by clicking "Analytics" on the main menu within Engage.

Default Reports

By default, your organisation is crafted with some simple reports:

  • Interactions by Queue
  • Abandoned Interactions
  • Voice Calls
  • Chats
  • Cobrowses
  • Interactions by Agent
  • Feedback Responses
  • Tags
  • Average Interaction Duration Per Agent (in minutes)

These reports can be filtered by dates and grouped by Hour, Day, Week or Month. The default reports can be edited and emailed as a CSV or as a graphic.

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