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