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Reports provide insight into the conversations your agents are having. They come in two forms:
  • Agent Reports: Pre-built reports that summarize performance across a specified time, agents, and channels. These measure general metrics like message counts, topics, and speed of reply.
  • Conversation Insights: A detailed view of individual conversations, focusing on soft skills — how users felt about the conversation and whether the outcome was successful.
Together, these views help you measure both operational efficiency and customer experience.

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Why It Matters

Reports transform conversation data into measurable results. They highlight how well agents are serving customers, both in terms of what happened and how it was experienced.
  • Visibility: Understand activity and outcomes across channels.
  • Quality Control: Track sentiment, resolution, and user experience.
  • Optimization: Refine prompts, knowledge bases, or integrations based on trends.

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How Reports Work

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1. Select a Time Range

Choose the reporting window (e.g., last 7 days, last 30 days).

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2. Select Agents and Channels

Filter by specific agents or channels to focus results.

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3. Explore Report Types

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🧾 Agent Reports (Pre-Built)

  • Conversation Volume: Total number of conversations over time.
  • Average Conversation Duration: Typical length of conversations.
  • Average Positive Sentiment: Sentiment analysis to reflect satisfaction.
  • Average Resolution Score: Effectiveness in resolving issues.
  • Average Message Count: Number of messages per conversation.
  • Average Human Message Count: Messages sent by humans.
  • Average AI Message Count: AI-generated messages.
  • Average Human Response Time: Speed of human replies.
  • Average AI Response Time: Speed of AI replies.
  • Top Topics: Frequently discussed subjects.
  • Top Key Phrases: Common keywords.
  • Conversation Languages: Most-used languages.

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💬 Conversation Insights

Provides a deeper, qualitative view into individual conversations:
  • Conversation List: Browse conversations within filters.
  • Sentiment Tracking: Measure emotional tone during interactions.
  • Resolution Tracking: Determine if outcomes were successful.
  • Detailed Review: Read transcripts to assess tone, clarity, and experience.

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Best Practices

  • Use Agent Reports to track operational efficiency: speed, volume, and activity.
  • Use Conversation Insights to measure customer experience: satisfaction, resolution, and tone.
  • Combine both views for a balanced performance analysis.
  • Monitor recurring topics or phrases to improve prompts and knowledge bases.
  • Review insights regularly to ensure both technical accuracy and human-like quality.
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