Analytics

The overview shows conversations, minutes and duration. It only becomes useful one level down.

Numbers that mean something

The share of conversations completed without handing over to a person. The share that led to a booking. And the topics where the agent most often had to pass. That last one is your work list for the knowledge base.

Numbers that mislead

Average call duration on its own says nothing. Short can mean it went quickly, or that somebody hung up. Only read it together with how the call ended.

Knowledge gaps

Under Topics and knowledge gaps you see what was discussed and where no answer existed in your knowledge. Every gap there is a document you have not written yet.

Export

Conversations and structured fields can be exported if you want to analyse them in your own tools. The export contains no recordings.