The Insights view for conversations allows you to see a detailed breakdown of your help desk data so that you can focus on the conversations that are worth reviewing. This feature is not available on the legacy Starter plan.
This article contains the following sections:
Accessing the Insights view
The Insights view for conversations provides two main charts that offer an overview of your help desk activity over different time periods (last 30 days, last month, last 7 days, or last week).
To access the Insights view
- Click the Conversations icon in the sidebar.
- Select a time period from the tabs at the top – the default is Last 30 days.
- Check/uncheck each filter type, as described below, to adjust the filters displayed in the charts.
- Grab the filter handle to adjust the order in which it appears.
Interacting with the Insights charts
There are two charts: the Conversations chart and the Agents chart. The charts feature does not work for conversations imported via the Browser Extension.
Conversation chart: Breaks down your help desk conversations by attributes such as language, channel, CSAT score, outliers, and more. Click on a specific area to see and review those conversations.
Agents chart: Breaks down which agents replied to which kinds of conversations. This chart includes layers about agent performance metrics. Click on low-performing agents to see their conversations.
The charts are divided into different layers, all selected by default. This means the first chart will display data on all these points. You can choose to select only one layer, such as the channel, to see only that data.
- Read the chart from the middle outwards. Each concentric circle represents a deeper level of data.
- Click on a section to delve deeper into the data. Your selections will be displayed above the charts.
- Once you have made your selection, the corresponding conversations will appear on the right side of the page. You can then consult or review these conversations.