This guide aims to explain how you can analyze your company's performance on MindBehind Live.
To analyze your company's performance, follow the steps below:
Go to the Analysis page on the MindBehind Live home page.
You can find a detailed report on the Channel, Department, Agents, Assistant, Conversation Tags, and Client Tags on the Analysis page.
After applying the required filters and filling in the date information, click the Create Report button to generate the relevant report information.
To download the generated report, click the arrow icon.
Once you decide which filters and parameters to use, click the Display button to view the analysis's details.
To access the report's raw data in Excel format, click the Export button.
After clicking the Export button, you'll be prompted with a window to choose which detail your raw data will be based on. It is either Messages or Conversations.
Once you click on one of them, you will receive a notification at the bottom right of the page indicating that the report is being generated.
Once the report is ready, you will receive a notification at the bottom right of the page indicating that it has been sent to you.
You will receive an email. You can click the link in this email to receive your report in ".csv" format.
Once you download this file with raw data, you will see the details you need.
You can see the descriptions of the parameters in the performance report below:
Total Conversation Count: The total number of conversations for the company.
Total Unique Conversation Count: The number of times the total conversation was made with different customers.
Average First Response Duration: The time elapsed between assigning the conversation to a customer representative and the agent’s first response.
Average Conversation Duration: It is the time it takes for the conversation to end after the customer has written.
Average Conversation Duration with Agent: The total conversation time spent with a customer representative.
Average Conversation Score: This column gives an average of the votes. Unrated conversations are not included in the average.