Conversation Analytics - Early Access Program
An Early Access Program allows you to get an early preview of what we are building and help us improve it before we make it a permanent part of Dixa.
Measuring the health of your business is core to ensuring growth and impact. This goes for measuring the health of your customers too. We want to provide you with more data to help you move your relationships forward, which is why we have built an entirely new data platform to support it.
This first version focuses solely on conversation data. After summer, we will be launching analytics tailored towards measuring and improving your agents performance, like agent time online/offline/busy/away, offers received/accepted/rejected etc.
You should make sure to read the documentation below to understand what you are signing up for. Once signed up, we will be checking in with you to get feedback allowing us to improve the functionality. If you are not prepared for giving us feedback, we recommend that you wait until it’s a permanent part of the Dixa product.
Please note, that this change will affect all users on your entire Dixa account and that you need to be an administrator to sign up. Once signed up, we will make sure your account is ready to be added. We will inform you via email when the account has been added to the Early Access Program.
What is part of the Conversations Analytics - Early Access Program?
Once Conversations Analytics have been enabled on your account, you and any user with Administrator role can access the new functionality by clicking Analytics in the sidebar.
Here we have replaced the page you previously found under the “Queue” tab with the new analytics platform, now called “Conversations”.
You can continue to export your data to CSV exactly like today under the Export tab.
Metrics on this page can be filtered by data range (going back to June 21 - please see Limitation below), queue and channel.
New data is added once an hour. For real-time metrics, we recommend you to use the existing Dashboard page.
Beneath the filters you will find the following metrics:
(In total, per channel, queue, day, hour of day, weekday, day of month)
(in total, per day, per agent)
(Top 30 tags)
(In total, per day, hour, week)
(In total, per hour, per day, per week)
Metrics that are no longer available
With Conversation Analytics you can no longer find the following metrics:
Abandoned, answered, transferred and total conversations in one graph
Average waiting time
Average handling time
Percentage of conversations answered
Inbound conversations only
We don’t yet support measuring outbound conversations. We will be adding this at a later stage in the Early Access Program.
Limited historical data
We support data from June 21, 2019 and onwards. Data from before then is not available.
Time zone is UTC
All data is currently in the UTC time zone, which means it is 2 hours behind CEST. Support for other time zones will be added to the Early Access Program later.
- Currently the Answered conversations number seems incorrect. We are looking at what could be wrong.