Conversational Analytics

Number of Conversations#

Amount 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 Google’s Business Messages etc)

Active Conversations#

Amount 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

Received Messages#

Total Amount of Messages received from the Source per Time Period (per month / week / day), per Source Type & per Channel;

Sent Messages#

Total 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);

Cohort Retention#

Daily, weekly, and monthly cohort retention

Average Conversations per User#

Number of Conversation per User (a user is a conversation participant)

New Users#

A new user is a new conversation participant

Returning Users per timeframe#

A returning user is a participant who activated a conversation again

Average Conversation Steps / User#

Average conversation messages per User

Most active hours#

Active hours of your conversation participants