Insights into conversation categorization and surveys
The Insights reports show what your conversations are about and how satisfied customers are with them. They chart the data collected by conversation categorization and by customer satisfaction surveys.
Each media group has its own insights report, each with similar structures.
Open the Insights reports
In the Graia CCaaS Portal, expand the Insights group in the sidebar.
You need the Historical Reports & Insights permission to see this group. If it is missing, ask your administrator to check your role.
Before the reports show data
The Conversation Categories and Satisfaction tabs stay empty until the features that collect their data are set up:
- Conversation Categories needs a categorization rule, used by a Categorizer node in the workflow or, for voice and chat, set on the channel.
- Satisfaction needs a Customer satisfaction node in your voice or chat workflow. It asks customers to rate the conversation on a scale of 1 to 5.
Data only appears for conversations that were categorized or surveyed this way, from the time it was set up.
Insights report layout
At the top section, you can specify the date range and the media group the reports cover.
The Overview tab presents a graph with the weekly average traffic and weekly conversation duration.
The Conversation Categories tab presents a pie chart for the primary, and another for the secondary category distribution. Clicking a primary category shows the distribution of the secondary categories of that.
The Satisfaction tab shows a pie chart with the breakdown of the customer satisfaction feedback values. It also presents a timeline graph with the trend of the average customer satisfaction feedback score.
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