The tab "Activity" in the Analytics section shows data around your conversations starting from September 14. Be aware that this feature is currently in Early Access and you can read more here.

You can find a detailed explanation of each graph below.

Filters

You can filter this dashboard by channel, direction, queue and contact point. 

Contact point is the way your customer contacts you via either an email address, phone number, chat widget, Facebook Messenger page or WhatsApp phone number. 

Note that if a specific option within a filter does not show up (for example you can't find a specific queue) it's most likely because there are no conversations matching that option (so no conversations in the specific queue) within the selected time period.

The filters are not connected, so the list of e.g. contact points won't change depending on the channel you've chosen.


Conversations created

A new conversation is created when a customer contacts you (inbound) or you contact a customer (outbound). No matter the channel, it will be counted as a new conversation created.

Conversations created - total

This metric shows the total number of unique conversations (number of replies not counted) within the selected period.

Distribution of conversations per day

This metric shows the distribution of your total number of unique conversations (number of replies not counted) per day within the selected period.

Total conversations created (by weekday)

This metric shows the distribution of your total number of unique conversations (number of replies not counted) by weekday within the selected period.

Calculation: If a conversation is created e.g. at 23:35 UTC on Sunday October 20th it will count as one conversation being created on a Sunday. Any conversation that is created on any other sundays (e.g. October 6th or October 13th) will also count as being created on a Sunday. Days are separated at midnight UTC.

Total conversations created (by day of month)

This metric shows the distribution of your total number of unique conversations (number of replies not counted) by day of month within the selected period.

Calculation: If a conversation is created e.g. at 23:35 UTC on Sunday October 20th it will count as one conversation being created on the 20th of the month. Any conversation that is created on e.g. September 20th or August 20th will also count as being created on the 20th of the month. Days are separated at midnight UTC.

Total conversations created (by hour of the day)

This metric shows the distribution of your total number of unique conversations (number of replies not counted) by hour of day within the selected period.

Calculation: If a conversation is created e.g. at 01:23 am UTC on Sunday October 20th it will count as one conversation being created in the time between 01:00 am and 02:00 am. Any conversation that is created between 01:00 am and 02:00 am on any day (e.g. Monday October 21st at 01:59) will count as being created between 01:00 am and 02:00 am. Each hour is specified in UTC.

Conversations created - per channel

This pie chart shows the distribution of your total number of unique conversations (number of replies not counted) per channel within the selected period.

Conversations created - per day (by channel)

This graph shows the distribution of your total number of unique conversations (number of replies not counted) per day by channel within the selected period.

Conversations created - per queue (Top 10)

This pie chart shows the distribution of your total number of unique conversations (number of replies not counted) per queue within the selected period.

Calculation: When a new conversation reaches a queue, it will be counted as a new within that queue. If it's moved afterwards it will not change this metric. So this shows the queues that conversations were originally in, not if they were then moved to other queues.

Conversations created - per direction

This pie chart shows the distribution of your total number of unique conversations (number of replies not counted) per direction within the selected period.

Conversations created - per contact point (Top 10)

This pie chart shows the distribution of your total number of unique conversations (number of replies not counted) per contact point within the selected period. A contact point is how your customers contact you. Contact points are e.g. phone numbers, email addresses, chat widgets, Facebook pages or WhatsApp numbers.


Conversation offers / assignments / transfers /abandoned

This line chart shows you the correlation between Offered conversations, Conversation assignments, Conversation transfers, and Abandoned conversatios.

This makes it possible to see if you have the right number of agents working at the right times. You should aim for having the lowest difference between conversation offers and conversation assignments as possible. Also, the less abandoned conversations you have the better the customer experience. Conversations transfers show the number of escalations.

See description of each individual metric further below. 

Conversation offers / assignments / transfers /abandoned - per hour

This metric shows the distribution of conversations abandoned, offers, assignments, and transfers per hour within the selected period.

Conversation offers / assignments / transfers /abandoned - per day

This metric shows the distribution of conversations abandoned, offers, assignments, and transfers per day within the selected period.


Abandoned conversations

An abandoned conversation is registered when a conversation is added to a queue but is closed before being assigned to an agent. This also includes conversations you have received outside of office hours.

This metric is necessary to ensure that a team has the right number of agents working at the right time. A high number of abandoned conversations within office hours results in a bad customer experience.

Abandoned conversations - total

This metric shows the total number of abandoned conversations within the selected period. 

Total abandoned conversations - per day

This metric shows the distribution of your total number of abandoned conversations per day within the selected period.

Total abandoned conversations - per hour

This metric shows the distribution of your total number of abandoned conversations per hour within the selected period.

Total abandoned conversations - per week

This metric shows the distribution of your total number of abandoned conversations per week within the selected period.


Conversation offers

This metric shows the total number of conversation offers within the selected period. A conversation offer occurs when a conversation goes into a queue. It can then be offered out to agent within that queue. 

This metric provides a number that is necessary to make sure that the right number of agents are working at the right time.

Calculation: Every time a conversation is shown inside the circle on the Dashboard in Dixa, the conversation is enqueued and waiting to be offered. Every single time this happens for a conversations it is counted as a conversation offer. 

If you are not using offers, but rather let agents pick conversations themselves, it is still counted as a conversation offer when a conversation goes into a queue.

If a conversation is transferred to a different queue it will be counted as a conversation offer every time the conversation goes into that queue. This also applies if the conversation is transferred to the same queue multiple times. Moreover offers after a follow-up expires as well as offers to a different queue after a time-out also count into this metric. Transferring to an agent however does not count toward this metric as this does not count as a queue offer.

Total conversation offers

This metric shows the total number of conversation offers within the selected period.

Total conversation offers - per day

This metric shows the distribution of your total number of conversation offers per day within the selected period.

Total conversation offers - per hour

This metric shows the distribution of your total number of conversation offers per hour within the selected period.

Total conversation offers - per week

This metric shows the distribution of your total number of conversation offers per week within the selected period.


Conversation assignments

This metric shows the total number of conversation assignments within the selected period. A conversation assignment occurs everytime a conversation is assigned to an agent.

How many conversations were assigned to agents is necessary to know when looking at the relationship to conversations offered. Do you have the right number of agents working at the right time to accept or claim the number of offered conversations?

Calculation: Conversation assignments happen every time a conversations goes to a queue and is assigned to an agent. It can also be conversations that did not go to a queue, i.e. outbound conversations and calls outside opening hours, which were not offered but claimed by an agent. This means that if a conversation is claimed eight times, it is counted eight times in the conversation assignments metric.

Total conversations assignments

This metric shows the total number of conversation assignments within the selected period. 

Total conversation assignments - per day

This metric shows the distribution of your total number of conversation assignments per day within the selected period.

Total conversation assignments - per hour

This metric shows the distribution of your total number of conversation assignments per hour within the selected period.

Total conversation assignments - per week

This metric shows the distribution of your total number of conversation assignments per week within the selected period.


Conversation transfers

This metric shows the total number of conversation transfers within the selected period. A conversation transfer occurs when a conversation is transferred to:

  • Another agent
  • Another queue
  • An external phone number

Controlling incoming conversations and routing them to the correct queues and agents is key to a successful and swift customer service experience. An elevated number of conversation transfers can therefore be a sign that flows for specific contact points are not setup in the most optimal way, because conversations still need to be transferred further.  

Total conversation transfers - total

This metric shows the total number of conversation transfers within the selected period. 

Total conversation transfers - per day

This metric shows the distribution of your total number of conversation transfers per day within the selected period.

Total conversation transfers - per hour

This metric shows the distribution of your total number of conversation transfers per hour within the selected period.

Total conversation transfers - per week

This metric shows the distribution of your total number of conversation transfers per week within the selected period.