Analytics Overview

Created by Seb Coulthread, Modified on Tue, 23 Apr 2024 at 09:41 PM by Seb Coulthread

Historical analytics, how to create custom reports, and send bulletins

Analytics Overview

Talkative provides historical Analytics on all aspects of the system usage.

Analytics is available to all subscription tiers.

Only Supervisors and Account Holders can view Analytics.

A number of pre-populated reports are included, however you can create any number of customized reports (instructions further below). 

Filtering of these reports can be found in the top left. This can be drilled down into Monthly, Weekly, Daily, or Hourly.

Each Report is available in Chart and Table form, and can be downloaded as an image or CSV.

You can also edit/delete any existing report.

Custom Analytics Reports 

In addition to the default Reports, you can edit existing reports or create brand new custom reports.

This feature is only available to Account Holders.

Each Report is built with 3 key concepts:

1. Measurement Type - what are you measuring (e.g. handle time, number of interactions, etc.)

2. Group - what you are comparing (e.g. split by queue, by agent, etc.)

3. Filter - how you are defining the report (e.g. you only want to look at a certain queue)


To create a new report, click Create Report.

Give your Report a Label/title.

Measurement Type

Then, choose your Measurement type:

Number of Interactions = number of interactions

Average Response Time = total time customer is queueing. Note that this will be zero when you have chatbots enabled

Average Total Duration = total time of interaction, from interaction start (when the customer starts an interaction through the widget) to interaction end (when the customer or agent ends the interaction)

Average Interaction Duration = total longest agent session, this is equivalent to Agent Handle Time. If multiple agents were part of the session, then this will just measure the last agent session.

Average Interaction Sentiment Score = the average sentiment score applied to messages (requires Sentiment Analysis feature to be enabled)

Group By

"Group By" is how you want to compare the Measurement type.

For example, if you want to see the number of chats per queue, your Measurement would be Number of Interactions, and then Group by Queue. If you instead wanted to see the number of chats split by customer device type, change the Group by to be Device Specs OS.


"Filter By" is how you want to filter or restrict the Report.

For example, if you want to see the number of chats per queue that only had negative feedback, you would Filter your above Report by Feedback=Negative. 


Once you're happy with your report, you can preview it, change the dates, and then save it, which will add it to your main Analytics reports.


If you would like to get Analytics reports sent out to you via email on a regular basis, please view this article here.

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