Telenor Engage

Category: Insights

  • digital connect insight

    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.

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    Insights

    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.

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  • Voice of the Customer

    In Digital Connect, this dashboard offers an insight into customers’ feedback that they provide after conversation with an agent over surveys.

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    Voice of the Customer

    In Digital Connect, this dashboard offers an insight into customers’ feedback that they provide after conversation with an agent over surveys.

    You can gather feedback from your customers after a conversation with your team through conversation ratings. When a agent resolves (closes) a conversation, you can send a simple survey to your users asking them about their experience. You can do this by setting up CSAT (Customer Satisfaction) Survey.

    Overall feedback results are presented at the top and can be easily seen in two different widgets.

    And the widget below offers the insight for each survey completed showing who completed the survey, which score they gave, the date when they were surveyed and their channel of conversation.

    Using this dashboard you track your customers’ satisfaction and team’s performance and reward your top agents while identifying opportunities to improve the quality of support your team provides.

    You can also leverage it to improve the experience of your customers to make your customers happy.

    For example, You can reach out to customers who have left a low rating on a conversation and incentivize them by sending them promotional offers and discounts.

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  • Insights

    Insights provide information and insight into your team’s performance, customer satisfaction and Campaign performance

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    Insights

    Insights provide information and insight into your team’s performance, customer satisfaction and Campaign performance