Analytics
Metrics of your team and clients
Dashboard with performance metrics: response times, satisfaction, conversations per agent, average sentiment, and more.
What metrics can you see?
The analytics dashboard gives you a comprehensive view of your customer service performance. From response times to customer satisfaction, everything in one place.
You can filter by period, agent, customer tag, or conversation type to obtain specific insights.
Available metrics
Response time
Average, minimum, maximum. By agent and overall.
Average feeling
Emotional state of your clients during the period.
Conversations
Total, new, resolved. By agent and global.
Performance per agent
Compare metrics among team members.
Trends
Evolution of metrics over time.
Use of credits
Consumption by functionality and by agent.
Real use cases
Optimize team
Identify agents who need training or workload redistribution.
Set goals
Define KPIs based on real performance data.
Calculate ROI
Measures time savings and improvement in satisfaction.
Frequently Asked Questions
Is the data in real time?
The metrics are updated every few minutes. The current day’s data may have a slight delay.
Can I export the data?
Yes. You can export reports in CSV or PDF from the Dashboard.
How much history is saved?
Data from the last 12 months is stored for historical analysis.
Can I create custom reports?
You can filter and combine metrics to create custom views.
Are the analytics included in the free plan?
Basic metrics are available to everyone. Some advanced ones may require higher plans.
Measure the impact of WAzion
Start free with 1M credits. No card required.
