Análisis.
Analyze the performance of your conversations and detect patterns.
What is Analytics?
Analytics allows automatic analysis of each conversation to extract information about:
- • Customer intention (inquiry, complaint, purchase, technical support, etc.)
- • Feeling (positive, neutral, negative, frustrated)
- • Urgency level (from 1 to 5)
- • Estimated customer satisfaction (from 1 to 10)
- • If the conversation requires human attention
How to activate Analytics
- 1 Open the WAzion Dashboard
- 2 Go to the “Analytics“ section
- 3 Activate the “Enable Automatic Analytics“ switch
- 4 Press “Save
Having Analytics enabled consumes additional credits for each conversation analyzed.
Date filters
You can filter the data by different time periods:
You can also select a custom date range.
Key Performance Indicators (KPIs)
Total Conversations
Total number of conversations analyzed in the selected period.
Average Satisfaction
Estimated average customer satisfaction (scale from 1 to 10).
Average urgency
Average urgency level of conversations (scale from 1 to 5).
Require Attention
Number of conversations that the AI identifies as requiring human intervention.
Available charts
Intentions
Doughnut chart showing the distribution of customer intentions: inquiries, complaints, purchases, technical support, etc.
Feelings
Pie chart showing the distribution of feelings: positive, neutral, negative, frustrated, etc.
Levels of Urgency
Bar chart showing how many conversations there are at each urgency level (1-5).
Satisfaction Evolution
Line chart showing how average satisfaction evolves over time.
Data tables
Cases Requiring Human Attention
List of conversations where the AI detects that human agent intervention is needed. Shows the phone number, intent, urgency, sentiment, and date.
Recent Conversations
List of the latest analyzed conversations with all their data: phone number, intention, urgency, sentiment, estimated satisfaction, number of messages, and date.
