Acquire collects and displays a wide array of data based on activity within your instance. Keep track of high-volume hours, chatbot efficacy, and more – all available in the Analytics tab.
In this article:
- Analytics Overview
- General Analytics
The data captured includes public-facing widget activity and agent activity within Acquire. This includes:
- Knowledge Base
- Third-Party Apps
- Agent Performance
- Triggers & Campaigns
- Custom Reports
Each reporting area details relevant information like the number of calls or SMS messages sent and received, the average response time, and even how often a specific trigger has fired.
Under General Analytics, you’ll find roll-up reporting for cases. This includes hour-by-hour case activity, the total number of cases and their state, and the time it takes to respond to and close a case.
This is further broken down by channel in the next chart.
Finally, a heatmap of the busiest hours will appear for the selected time period.
The time period reflected in the charts can be changed using the date picker in the upper right-hand corner of the dashboard. You can toggle between one day, 7-day, monthly, yearly, and custom time frames. You can also further filter the displayed reports by department.