Conversation Overview

the conversation overview dashboard provides a detailed record of all the conversations your chatbot and agents have had with customers it captures the entire chat history across both automated and human assisted conversations the conversation overview page provides a comprehensive summary of all conversations handled by the agent it displays key metrics such as the number of assigned requests, resolved requests, transferred requests, first response sla, resolution sla, average first response time, and average resolution time this information can be used to track your agent’s performance and identify areas where improvements can be made with all conversations in one place, you have complete visibility into how customers interact with your bot and agents rather than piecing together data from different sources, you can conveniently analyze patterns, trends and opportunities for improvement from a single dashboard in summary, the conversation overview provides the full picture needed to maximize the impact of conversational analytics across automated and human conversations it is an invaluable asset for optimizing your overall chatbot's capabilities availability availability user retention analysis is available to all users irrespective of the allocated plan navigate to analytics > conversation overview metrics metrics the key metrics for each agent are date, assigned requests, resolved requests, transferred requests and many more date the date the request was received assigned requests the number of requests assigned to the agent resolved requests the number of requests resolved by the agent transferred requests the number of requests transferred to another agent first response sla% the percentage of requests responded to within the first response sla resolution sla% the percentage of requests resolved within the resolution sla average first response time the average time it takes the agent to respond to a request average resolution time the average time it takes the agent to resolve a request use cases use cases the conversation overview page can be used for a variety of purposes, including tracking your agent’s performance the conversation overview page can be used to track your agent’s performance over time and identify areas where improvements can be made identifying bottlenecks the conversation overview page can be used to identify bottlenecks in your agent’s workflow for example, if you see that a large number of requests are taking a long time to resolve, you can investigate the cause of the delay and take steps to address it rewarding top performers the conversation overview page can be used to identify the agents who are performing the best this information can be used to reward top performers and motivate other agents to improve their performance if you face any issues or queries please reach out to us at support\@engati com