Tutorials｜CAAC Insights - Contacts
💁♀️ CAAC Insights
CAAC Data Insights provides contact and conversation data for your brand, allowing you to export raw data and combine it with your own for flexible analysis.
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Effectively manage and allocate resources to enhance your brand's service quality.
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With data visualization, your brand can quickly and easily understand the trending quality of your products and services.
📌 Who has permission to see CAAC-Insights ?
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Owner
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Primary admin
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Admin
1. CAAC Insights - Contacts
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The Contacts page allows sales and customer service teams to evaluate the performance of contact acquisition and engagement.
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The top five newly added tags enable teams to assess trends in "top conversation topics" or the "sales pipeline."
⬇️ How to check the Insights ?
2. Click on the CAAC left menu Insights button.
3. Contact Overview - New Contact
The total number of new contacts initiating their first conversation in each channel within the selected filters.
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The system will compare this to the previous time period. (If the current filter is set to 31 days, it will compare to the previous 31 days.)
4. Contact Overview - Handled Contact
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The number of contacts receiving at least one message from assigned agents within the selected filter. If filtering by team, it shows the number of contacts receiving at least one message from assigned team member.
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The system will compare this to the previous time period. (If the current filter is set to 31 days, it will compare to the previous 31 days.)
5. Contact Overview -Trend of contacts
The trend of ‘new contact’ and ‘handled contact’ over time
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The dashboard will display two metrics: "New Contacts" and "Handled Contacts".
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You can choose to view the data in daily, weekly, or monthly formats. (Hovering over with the mouse pointer will display the number of new contacts for that day.)
6. Contact - Trend of Top5 new added tag over time
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Brands can track the trend of the top 5 newly added tags within the selected timeframe.
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Different colors will represent different tags on the chart.
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You can choose to view the data in daily, weekly, or monthly formats. (Hovering over with the mouse pointer will display the number of new tags for that day.)
▶️ Fliters （Date, Channels, Teams）
7. Date picker
＊Default date range: past 31 days＊
Insights provide the past 1 year data.
8. Fliters: Platform
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Display data from "All Channels" within the platform.
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Multiple platforms can be selected at once.
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Cannot be selected together with a single channel.
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Only displays channels configured in the channel settings.
9. Fliters: Channels
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Display data according to each channel.
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Multiple channels can be selected at once.
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Cannot be selected together with a platform.
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Only displays channels configured in the channel settings.
10. Fliters: Teams
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Users can select multiple teams at once.
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Only ‘Current team’ will exist in the selector (doesn’t include ‘deleted teams’)
▶️ Data Export
11. Click on Export
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Users can export data under the selected filters to a csv file.
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Users can export each report once at a time.
12. Exported data introduction
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Date: The exported data includes all dates within the selected timeframe.
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Channel: The exported channel data includes all channels filtered (displays "All Channels" if no filter is applied).
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Team: The exported team data includes all teams filtered (displays "-" if no filter is applied).
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New Contacts: Total new contacts for that day.
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Handled Contacts: Total handled contacts for that day.
