Conversational Analytics
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Number of ConversationsAmount of New Conversations per Time Period (per month / week / day / lifetime)
- this can also be split up by Channel and by conversationalSource Type (for example Live Chat Plugin vs Facebook Messenger vs Googleβs Business Messages etc)
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Active ConversationsAmount of Active Conversations per Time Period (per month / week / day). An active conversation is a conversation that has at least one message has been sent or received within the relevant time period
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Received MessagesTotal Amount of Messages received from the Source per Time Period (per month / week / day), per Source Type & per Channel;
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Sent MessagesTotal Amount of Messages sent to the Source per Time Period (per month / week / day), per Source Type & per Channel - should be splittable between automated and human agent written messages (via the inbox messaging UI);
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Cohort RetentionDaily, weekly, and monthly cohort retention
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Average Conversations per UserNumber of Conversation per User (a user is a conversation participant)
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New UsersA new user is a new conversation participant
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Returning Users per timeframeA returning user is a participant who activated a conversation again
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Average Conversation Steps / UserAverage conversation messages per User
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Most active hoursActive hours of your conversation participants