We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.


Chat analytics lets you learn from customer interactions, which gives actionable insights into your customer experience.

The three reporting modules in chat analytics are:

  • Conversations

  • Messages 

  • Chat Availability


In this article, let us look into the various conversation-level metrics you can get from this report and its benefits.

With conversation analytics, you can: 

  • Get in-depth statistics from when a conversation was initiated to updated to completed. 

  • Understand whether the incoming chat traffic is increasing or decreasing during the day, week, or over a few months

  • Get volume-based insights on chat label categories and subcategories to understand the type of conversations your agents are having 

  • Get a more accurate sense of agent performance based on actual metrics and KPIs with better attribution and tailored insights

  • Analyze how well your agents handle incoming conversation volume, their responsiveness to customer queries, and what customers think of your support.

  • Monitor agent performance in real-time without having to depend on any other tool


Some of the metrics you can view in this report are:


Attribute name
Available as 
Definition
API responseMetricsCount of API calls made through bot conversations
Time taken Metric, Filter, Group, Underlying data
Count of API calls made through bot conversations
Conversation IDFilter, Group by, Underlying data Unique ID corresponding to each bot conversation
API Name
Filter, Group by, Underlying data
Name of the API configured in the API library section of the bot
Flow
Filter, Group by, Underlying data
Name of the flow on which the API was triggered
Response date
Filter, Group by, Underlying data
Timestamp at which the response of the API call was received
Bot
Filter, Group by, Underlying data
Name of the bot on which an API was initiated
Bot version
Filter, Group by, Underlying data
Version number of the bot on which an API was initiated
Customer
Filter, Group by, Underlying data
A unique identifier for the user that interacts with the bot
Status
Filter, Group by, Underlying data
Status code received on the response of the API call
API triggered atFilter, Group by, Underlying data
Timestamp at which the API call was made