Analytics Basics

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

Analytics Oveview

The data captured includes public-facing widget activity and agent activity within Acquire. This includes:

• Chat
• Cobrowse
• Chatbots
• Knowledge Base
• Email
• VoIP
• Third-Party Apps
• Satisfaction
• 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.

General Analytics

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.