Digital Connect Insights is a reporting and analytics dashboard that allows you to measure and monitor your bot performance, agent productivity, ticket volume, customer satisfaction, response time, resolution time and WhatsApp conversation costs.
You must have the Platform Administrator role to use the Insights Analytics Dashboard.
Overview tab
Use the Overview tab to get a snapshot of some of the information collected in the Insights dashboard.
Agent tab
Agent Performance
The Agent Performance tab provides information on agents' conversation activities and resolution times, helping supervisors compare efficiency and provide targeted training.
Agent Conversations
The Agent Conversation tab provides information into various customer service data like how many conversations are in each status, total conversations with specific tags, and channel wise conversations.
Voice of Customer tab
The Voice of Customer tab provides an overview of customer feedback received through post-conversation surveys. For each completed survey, it displays the respondent's details, their given score, the survey date, and a cumulative score tally for each agent.
Bot tab
The Bot tab offers analytics on the data generated from interactions between users and the chatbot. This information provides insights into various aspects of chatbot performance, user behavior, and the overall effectiveness of the chatbot implementation.
WhatsApp Insights
The WhatsApp Insights tab offers detailed analytics on conversation-based pricing for your WhatsApp Business Account. It includes information on the total number of conversations, overall costs, and breaks down charges for marketing, utility, authentication, and service interactions.