Statistics improvements
planned
Feature request:
Customers would like improved statistics, so that the use of the multiple choice buttons becomes transparent and feedback from customers can be viewed at a glance.
- Average measured customer satisfaction for all feedback provided on all possible conversation routes.
- The measured customer satisfaction per category so that we can report mutual satisfaction (and open feedback) and thus improve the service in a targeted manner.
- Measure the number of conversations per category per day for the past month so that we can see the difference in demand for information over the past month (s).
In addition, I would like to see this in a line chart so that we can visualize per day in a month per category (colors per category for example) which categories were most wanted and when.
a. Where possible, look deeper (stacked bar chart for example) so that the total number of choices for the underlying buttons (subcategories) per main category become clear.
Charl Haas
planned
Fleur Nouwens
Explain - Stefan:
Raw data we would like to see in Statistics:
* Feedback/score given in feedback module/Pulse conversation.
* Subject where the conversation started (button in Legacy chatbot, possible first used prompt in Pulse)
* Duration of conversation
* Start time
* End time
* ID of the session
Also:
Get a visual representation of the amount of conversations per month in a bar chart possibly stacked with the average time per conversation or the average score from all the feedback moments we had incorporated into the conversations.
Or a bar chart clearly showing the amount of conversations from different routes we had defined (main buttons/Legacy chatbot) in a given date range.
The ability to create a visual representation of all the prompts called by the chatbot in a given time period, somewhat similar to Google Analytics. This can provide a visual overview of the most common routes to a page end users start on most, where they then go most often, etc.
F
Fleur Nouwens
Merged in a post:
Live wallboard
Live wallboard for a screen that you can hang at customer service with basic data including:
Which agents are logged in, how many calls have each picked up.
How many conversations have there been.
Current number of calls
Number of calls on hold
F
Fleur Nouwens
Merged in a post:
Remove a-typical conversations from statistics
M
Marco Dees
The possibility to normalize statistics by removing certain a-typical conversations from the statistics. This is especially handy for normalizing te pickup time by the live chat agents. One a-typical conversation (with a long pickup time) compromises all pickup time statistics for a long time and makes analysis irrelevant.
F
Fleur Nouwens
Merged in a post:
Add a filter to the statistics section
M
Marco Dees
Create the possibility to filter statistics with relevant denominators like ‘in/out office hours’, ‘live chat agents’, ‘channels’ and more. Thus creating better insight in chatbot and live chat performance.
F
Fleur Nouwens
Merged in a post:
Peak moments
M
Medewerker SKJ
It would be nice to know when the chat (both chatbot and conversations with agents) is the busiest on weekdays. That way we'd know when to schedule how many agents. Also, we'd like to communicate to customers when it is best to contact us. Right now I can only see statistics of numbers per day, and not per hour.
F
Fleur Nouwens
Merged in a post:
Statistics show which device the end user is using
The possibility to see in statistics on which device the end user is in contact with our chatbot.
Charl Haas
Merged in a post:
Visualize user feedback in statistics
M
Marco Dees
Visualize the user feedback in the statistics section. Basically the number of times that each emoji was used to give feedback, relative to the total number of times that feedback was given.
A
Alexander Wijninga
open
Stefan Almuli
under review
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