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.