Conversation Explorer & Project Analytics Metrics

Conversation explorer

You can now analyze and read through conversations, including the ones that were exclusively handled by the automation (with no agent intervention). We introduced a new section in analytics in which you can access a table with all of the conversations happened in the selected period. Use the filters to narrow down your research and click on the conversations to expand them and read what you customers are saying.

New metrics in Project Analytics

We added two new relevant metrics in Projects analytics: "Created cases" and "Average first answer time".

• Created cases: Total number of cases created within the selected period.
• Avg. first answer time: Average time customers spent waiting for the first agent response for cases created within the selected date range.

If you need more details about how these metrics are calculated, please access our Projects Metrics Glossary from the home page.