Skip to main content

Tutorials | CAAC Insights - Conversation, Efficiency, Team

  • Updated

    h1Tutorials | CAAC Insights - Conversation, Efficiency, Team

    Creation Date: Jul 19, 2024
    Created By: Crescender Lab
    ​
    ​

    💁‍♀️ CAAC Insights

    CAAC Insights provides brands with key performance data on contacts and conversations to:

    1. Help brands understand conversation effectiveness more easily and quickly

    2. Help brands allocate human resources more accurately

    3. Export raw data and combine it with your own data for flexible analysis and application

    CAAC Insights - Contacts please refer to：Tutorials｜CAAC Insights - Contacts

     

    📌 Who has permission to see CAAC-Insights ?

    1. Owner

    2. Primary admin

    3. Admin

    📌 Data record standard time

    • Data recording time：

      • Contacts

        • New Contacts、Handled Contacts：Effective from 2024/06/15

        • Top5 new tags：Effective from 2024/01/01

      • Conversation

        • All conversation insights effective from 2024/07/15

      • Efficiency

        • Wait time：Effective from 2024/01/15

        • Other insights：Effective from 2024/06/15

      • Team

        • Team insights：Effective from 2024/07/13

        • Agent insights：Effective from 2024/06/15

    📌 Support devices

    In order to ensure a good data analysis and chart reading experience, only "Desktop" and "Tablet" devices are supported for viewing.

    🌟 CAAC Insights - Conversation

    • CAAC Insights - Conversation allows brands to use data to understand the status of conversations handled by each channel or team during a specific period of time and the number of conversations opened by customers.

    • The total number of messages sent is provided, allowing brands to calculate how much they are currently spending on messages.

    1. CAAC Insights - Conversation

    CAAC Insights - Conversation

    ⬇️ How to check the Insights ?

    2. Click on the CAAC left menu Insights Conversation

    Click on the CAAC left menu > Insights > Conversation

    3. Conversation Overview

    • Total conversation：Total number of conversations matching the filter criteria. Conservation status from open to resolved count as 1 conversation. If a conversation is reopened after being resolved, it is considered a new conversation.

    • New conversation：Total number of new conversations matching the filter criteria. If filtering by team, this includes all new conversations assigned to that team or its team members.

    • Handled conversation：Total number of conversations matching the filter criteria in which agent has sent at least one message.

    • Resolved conversation：Total number of conversations marked as resolved that matched the filter criteria.

    • Unresolved conversation：Total number of ongoing conversations that are unresolved or blocked that matched the filter criteria

    • Message sent：Each message bubble counts as one message. Total number of messages sent matching the filter criteria.

    Conversation Overview
    ℹ️ Conversations whose "start time" is earlier than 2024/7/15 will not be captured by the system.

    4. Exported data introduction

    1. Date: The exported data includes all dates within the selected timeframe.

    2. Channel: The exported channel data includes all channels filtered (displays "All Channels" if no filter is applied).

    3. Team: The exported team data includes all teams filtered (displays "-" if no filter is applied).

    4. New Conversation: Total new conversation for that day.

    5. Handled Conversation: Total handled conversation for that day.

    6. Resolved Conversation: Total Resolved conversation for that day.

    7. Message Sent: Total message sent for that day.

    Exported data introduction

    5. Trend of conversation over time

    The trend of conversation over time

    • The dashboard will display metrics: "New conversations", "Handled Conversation", "Resolved Conversation"

    • 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.)

    Trend of conversation over time

    6. New conversation heatmap

    New conversation heatmap: shows when new conversations happen most frequently matching the time filter.

    New conversation heatmap

    7. Exported data introduction

    1. Date: The exported data includes all dates within the selected timeframe.

    2. Channel: The exported channel data includes all channels filtered (displays "All Channels" if no filter is applied).

    3. Team: The exported team data includes all teams filtered (displays "-" if no filter is applied).

    4. Displays the number of new conversations in each time period from Monday to Sunday in the selected time period.

    Exported data introduction

    🌟 CAAC Insights - Efficiency

    1. Help brands quantitatively evaluate customers’ waiting time and specialists’ response and processing efficiency.

    8. CAAC Insights - Efficiency

    CAAC Insights - Efficiency

    ⬇️ How to check the Insights ?

    9. Click on the CAAC left menu Insights Conversation

    Click on the CAAC left menu > Insights > Conversation

    10. CAAC Insights - Efficiency

    • Wait time：Average time taken from receiving contact's first message to any agent’s first response within the selected filter.

    • First response time：Average time taken from the conversation assignment to agent's first response, within the selected filter.

    • Time to resolution：Average time taken to resolve conversations from the start within the selected filter.

    CAAC Insights - Efficiency
    ℹ️ When applying a team filter: - No waiting time will be provided and the system will display "-" - Will automatically switch to display team resolution time, please note that the metric calculation criteria is slightly different

    11. Service efficiency trend

    • The dashboard will display metrics: "Wait time", "First response time", "Time to resolution"

    • 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.)

    Service efficiency trend

    12. Exported data introduction

    1. Date: The exported data includes all dates within the selected timeframe.

    2. Channel: The exported channel data includes all channels filtered (displays "All Channels" if no filter is applied).

    3. Team: The exported team data includes all teams filtered (displays "-" if no filter is applied).

    4. Wait time: Total conversation wait time for the day, measured in seconds.

    5. First response time: The total first response time of the conversation on that day, calculated in seconds.

    6. Time to resolution: Total conversation resolution time for the day, in seconds.

    ＊Please note that the exported data is to provide raw data for Excel calculation. If the number is too large, Scientific Notation parameters will appear, such as: 2.511795E+06

    Exported data introduction

    🌟 CAAC Insights - Teams

    Team page let brands to compare and analysis performance between teams and agents

    13. CAAC Insights - Teams

    CAAC Insights - Teams

    ⬇️ How to check the Insights ?

    14. Click on the CAAC left menu Insights Conversation

    Click on the CAAC left menu > Insights > Conversation

    15. Team performance

    • Team name：Can filter specific teams, or show all teams without filtering

    • New contact：Total number of new contacts initiating their first conversation in each channel within the selected filter.

    • Handled contact：The number of contacts receiving at least one message from assigned team member within the selected filter.

    • New conversation：Total number of new conversations assigned to that team or its team members matching the filter criteria.

    • Handled conversation：Total number of conversations matching the filter criteria in which agent has sent at least one message.

    • Resolved conversation：Total number of conversations marked as resolved that matched the filter criteria.

    • Unresolved conversation：Total number of ongoing conversations that are unresolved or blocked that matched the filter criteria

    • Message sent：Each message bubble counts as one message. Total number of messages sent matching the filter criteria.

    • First response time：Average time taken from the conversation assignment to agent's first response, within the selected filter.

    • Time to resolution：Average time taken for a team to resolve conversation from the start of assignment within the selected filter.

    Team performance

    16. Can search and filter specific teams and check indicator items

    Can search and filter specific teams and check indicator items

    17. Exported data introduction

    1. Assignee: Teams assigned within the date of exported data (arranged in team order)

    2. Channel: The exported channel data includes all channels filtered (displays "All Channels" if no filter is applied).

    3. Date: The exported data includes all dates within the selected timeframe.

    4. New Conversation: Total new conversation for that day.

    5. Handled Conversation: Total handled conversation for that day.

    6. Resolved Conversation: Total Resolved conversation for that day.

    7. Message Sent: Total message sent for that day.

    8. First response time: The total first response time of the conversation on that day, calculated in seconds.

    9. Time to resolution: Total conversation resolution time for the day, in seconds.

    10. Orders: Number of orders placed by contacts via tracking links
    11. Revenue: Total revenue in the selected period
    12. Average Order Value (AOV): Total revenue ÷ number of orders
    13. Conversion Rate: The percentage of tracking-link clicks that resulted in a completed order
    14. Links Created: Number of tracking links created by CAAC agents
    15. Link Clicks: Number of times contacts clicked tracking links (including repeat clicks)

    16. Click-Through Rate (CTR): Link clicks ÷ links created (percentage)

    ＊Please note that the exported data is to provide raw data for Excel calculation. If the number is too large, Scientific Notation parameters will appear, such as: 2.511795E+06

    Exported data introduction

    18. Agent Performance

    • Agent name：Can filter specific agent, or show all agent without filtering

    • New contact：Total number of new contacts initiating their first conversation in each channel within the selected filter.

    • Handled contact：The number of contacts receiving at least one message from assigned team member within the selected filter.

    • New conversation：Total number of new conversations assigned to that team or its team members matching the filter criteria.

    • Handled conversation：Total number of conversations matching the filter criteria in which agent has sent at least one message.

    • Resolved conversation：Total number of conversations marked as resolved that matched the filter criteria.

    • Unresolved conversation：Total number of ongoing conversations that are unresolved or blocked that matched the filter criteria

    • Message sent：Each message bubble counts as one message. Total number of messages sent matching the filter criteria.

    • First response time：Average time taken from the conversation assignment to agent's first response, within the selected filter.

    • Time to resolution：Average time taken for a team to resolve conversation from the start of assignment within the selected filter.

    • Orders: Number of orders placed by contacts via tracking links
    • Revenue: Total revenue in the selected period
    • Average Order Value (AOV): Total revenue ÷ number of orders
    • Conversion Rate: The percentage of tracking-link clicks that resulted in a completed order
    • Links Created: Number of tracking links created by CAAC agents
    • Link Clicks: Number of times contacts clicked tracking links (including repeat clicks)

    • Click-Through Rate (CTR): Link clicks ÷ links created (percentage)

    Agent Performance

    19. Can search and filter specific agent and check indicator items

    Can search and filter specific agent and check indicator items

    20. Exported data introduction

    1. Assignee: Agents assigned within the date of exported data (arranged in team order)

    2. Channel: The exported channel data includes all channels filtered (displays "All Channels" if no filter is applied).

    3. Date: The exported data includes all dates within the selected timeframe.

    4. New Conversation: Total new conversation for that day.

    5. Handled Conversation: Total handled conversation for that day.

    6. Resolved Conversation: Total Resolved conversation for that day.

    7. Message Sent: Total message sent for that day.

    8. First response time: The total first response time of the conversation on that day, calculated in seconds.

    9. Time to resolution: Total conversation resolution time for the day, in seconds.

    ＊Please note that the exported data is to provide raw data for Excel calculation. If the number is too large, Scientific Notation parameters will appear, such as: 2.511795E+06

    Exported data introduction

    ▶️ Filters （Date, Channels, Teams）

    This filter applies to all Insights

    21. Date picker

    ＊Default date range: past 31 days＊
    Insights provide the past 1 year data.

    Date picker

    22. Filters: Platform

    1. Display data from "All Channels" within the platform.

    2. Multiple platforms can be selected at once.

    3. Cannot be selected together with a single channel.

    4. Only displays channels configured in the channel settings.

    Filters: Platform

    23. Filters: Channels

    1. Display data according to each channel.

    2. Multiple channels can be selected at once.

    3. Cannot be selected together with a platform.

    4. Only displays channels configured in the channel settings.

    Filters: Channels

    24. Filters: Teams

    1. Users can select multiple teams at once.

    2. Only ‘Current team’ will exist in the selector (doesn’t include ‘deleted teams’)

    Filters: Teams

    ▶️ Data Export

    This export method applies to all Insights

    25. Click on Export

    1. Users can export data under the selected filters to a csv file.

    2. Users can export each report once at a time.

    Click on Export

     

    Created with Tango.us

    Related articles