Analytics allows you to automatically collect and analyze data about calls and chats without manual work. In a few clicks, you get summary metrics for employees or departments for any period. This tool helps quickly identify productive team members, detect problem stages in the funnel, and explore customer inquiry topics.
How to Build Analytics:
1) Select a prompt template and set the date range for which you want to take communications for analysis
2) Select "Group By Fields". This block determines how the results are grouped. Grouping can be applied by any data — for example, by days or only for first (unique) calls. However, the most practical approach is to group by managers or by departments. This provides different levels of detail and answers different questions
3) Select "Score Parameters". These are numerical parameters by which we assess something on any scale (from 1 to 10, from 1 to 100, etc.)
4) Select "Text Parameters". These are data points that show what exactly employees and customers talked about: topics, needs, objections, and key phrases.
5) Click "Generate Analytics"
6) After generating the report, you will see:
1. Total number of analyzed communications and the period for which they were taken.
2. Overall average scores for the department/departments or selected managers
3. Average scores by the type of data you selected for grouping (representatives, departments, date, etc.)
4. Data can be grouped by various indicators, including by days, which will allow you to evaluate the average dynamics of your employees.
5. Text parameters
Important:
Text parameters will be available only if they are present in your prompt (that is, you evaluate the conversation not only on a specific scale, but also receive a description of certain stages)
You can select the fields you need that you want to include in the generated analytics, depending on which metric/metrics you need to track.
Text parameters will be especially useful if we correctly set the task for the AI to collect data in our chat.
Text parameters can be a regular text array (1) or a list/enumeration (2) of the data we specified for tracking
Percentage
The "Percentage" column reflects the percentage share of each type of objection from the total number.
For example: "Cost" occurred 2 times, which is 22.2% of all 9 recorded objections.
The rest ("Information", "Employment Guarantees", "Training Schedule", etc.) 1 time each — that's 11.1% each.
That is, this column displays the percentage of a specific parameter among all available in the analysis category.
Data Filters
Allow you to limit the sample before building analytics to analyze exactly the data set that is important now (for example, taking only one department, newcomers to the team, specific call types, a separate product line, etc.)
To configure a filter:
1) Click "Add filters"
2) In the "Field" block, select a parameter for filtering
3) In the "Operator" block, select the condition by which you want to filter data
4) In the "Value" block, enter exactly what you want to filter (manager name, department name, keyword)
