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Reports - Performances

The Performance 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

At the top right of the report, filters are available to help you better interpret your indicators:

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  • 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.

 

2. Your indicators

2.1. Conversion rate

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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.

 

2.2. Revenue

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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.

 

2.3. Automation rate

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This indicator shows the percentage of conversations handled or resolved automatically by your Copilot without human intervention.

It measures the efficiency of your automation in managing customer inquiries.

By tracking this rate, you can identify opportunities to optimize your automated workflows and ensure a seamless experience for your users.

 

2.4. CSAT (Customer Satisfaction)

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This indicator shows the percentage of customers satisfied with the conversations they had with an agent, whether it was a professional agent or a bot.

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.

 

2.5. Number of conversation

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This indicator shows the total number of conversations initiated or received during the analyzed period.

It includes all interactions, whether managed by a human agent or a bot.

 

3. Performance  by theme

Here, the performance of your conversations is detailed according to different topics, allowing for an in-depth analysis of the results achieved by subject. Each row corresponds to a specific category, with the indicators outlined previously.