The Overview Report provides an overview of key indicators, including metrics such as conversion rate, revenue, automation rate, and customer satisfaction (CSAT).
It enables the analysis of overall performance and tracks the evolution of results through interactive charts and detailed tables by category, offering an essential tool for monitoring and optimizing performance in alignment with defined objectives.
1. Report filters
- Time Period: You can define a time period, allowing you to view your indicators over a specific timeframe.
- Projects: You can access all your projects simultaneously or focus your analysis on one or several specific projects (Note: a project often corresponds to a website or a version of a website).
You can also add additional filters for a more refined analysis. For example, if your team works on a limited number of channels (compared to those used across an entire project), or to narrow your focus, you can select the channels you wish to monitor.
The Pre / Post-sales filter classifies your conversations according to whether they dealt with a pre-sales or a post-sales topic. See how it works in the Reports - Sales article.
2. Your indicators
2.1. Engagement rate
This indicator shows you the share of displays of your engagement strategies that generated a contact (Number of contacts / Number of displays).
It is a key attractiveness metric: it shows how well your chat invitation strategy manages to turn a simple visit into a real interaction with your brand.
Click the indicator to see its trend, as well as the evolution of the Assistant Answer rate.
2.2. Conversion rate
This indicator shows the percentage of conversations that resulted in a transaction (Number of transactions / Closed conversations).
By monitoring this rate, you can assess the relevance of your approaches, identify friction points in the customer journey, and adjust your strategies to improve overall performance.
Click the indicator to view its trend and the evolution of orders.
2.3. Revenue
This indicator shows the revenue generated. It measures the direct impact of your conversations on your turnover, highlighting the transactions resulting from these interactions.
By tracking this indicator, you can identify opportunities for improvement and optimize your strategies to maximize your revenue.
Click the indicator to see its trend and the evolution of the Average Order Value (AOV).
2.4. CSAT (Customer satisfaction)
This indicator shows the percentage of customers satisfied with the conversations they had with an agent, whether it was a human agent, a Shopping Assistant or a workflow.
The satisfaction rating applies to all participants involved in the conversation. For instance, an agent who transferred a conversation will receive the same satisfaction rating as the agent who closed the conversation.
CSAT = ((number of 4 + number of 5) / number of responses) * 100
By monitoring this indicator, you can assess your customers' perception of the quality of interactions, identify areas for improvement, and optimize your processes to enhance customer satisfaction.
Click the indicator to view its trend.
2.5. Number of conversations
This indicator shows the total number of conversations closed during the analyzed period.
It includes all interactions, whether managed by a human agent, a Shopping Assistant or a workflow.
Click the indicator to view its trend.
3. Overview
This section details the performance of your conversations according to your different topics, allowing for a deeper analysis of your results.
The Conversations column includes all handled interactions. In the default view (Assistant topics), each conversation is counted once. In the Respondents, Agent, AI Shopping Assistant and Workflow views, a conversation is counted for each participant: it can be counted both for your Assistant and for your agents.
The Automation column shows the automation rate of each row.
By clicking on the icon, you can change the topic displayed in the first column: