Analytics & Reporting
From live monitoring to agent and satisfaction reports—improve the entire service process with data.
Live View – Monitor active chats
See ongoing conversations to intervene when needed and maintain quality.
Conversation Reports – Response time, length, topics
Identify what’s working and what’s not to improve customer experience and conversion.
Agent Report – Individual productivity
Track handled messages, speed, and outcomes for fair coaching and evaluation.
Label Reports – Issue-type effectiveness
Analyze performance by labels like new/VIP/complaint to tune processes.
CSAT Reports – Post-chat satisfaction
Monitor trends and react early to any decline in service quality.
Inbox Reports – Channel performance
Compare channels (Facebook, Zalo, Email, etc.) and invest in the highest-ROI ones.
Team Reports – Cross-team comparison
Reveal overloads or under-utilization and rebalance for smooth operations.