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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