By default, Analytics shows data from the last 30 days, but you can easily adjust the date range to fit your needs. Key metrics include conversations per user, transactions per conversation, and average response time, along with insights by phone number and location. I encourage you to explore the filters at the top of the screen to dive deeper into specific users, teams, or locations.
Analytics Review Procedure
Objective
This SOP outlines the steps to access and review conversation analytics to monitor team performance and client interactions.
Key Steps
Accessing Analytics Section 0:00
Navigate to the Conversations section in the application.
Click on Analytics to open the analytics dashboard.
Setting Date Range for Analytics 0:07
The default view shows metrics for the last 30 days.
To change the date range:
Click on the date range selector.
Choose your desired start and end dates.
Understanding Key Metrics 0:22
Review the following metrics included in the analytics:
Conversations per User: Total conversations each user has had in the selected time period.
Conversations per Team: Number of transactions that occurred per conversation.
Average Response Time per User: Average time taken by each user to respond.
Location-Based Analytics 0:44
At the bottom of the analytics page, find metrics by phone number and location:
Total number of active conversations per location.
Number of outgoing messages.
Total number of incoming messages.
Count of messages after hours.
Using Filters for Specific Data 1:04
Utilize the filters at the top of the screen to refine your analytics view:
Filter by specific users.
Filter by specific teams.
Filter by specific numbers from a location.
Cautionary Notes
Ensure you are viewing the correct date range to avoid misinterpretation of data.
Double-check filters applied to ensure you are analyzing the intended data set.
Tips for Efficiency
Regularly review analytics to stay updated on team performance.
Set a recurring schedule (e.g., weekly or monthly) to analyze and discuss findings with the team.
Use the insights gained from analytics to inform training and support for team members.