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Analytics

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6 results returned
  • Measuring and analysing CSAT

    Customer satisfaction, or CSAT, is an important metric that can be difficult to work with. In this course you will learn not only how to best measure CSAT, but also how to analyse your CSAT data.

    • Path
    • Duration 1.5h
    • Beginner
  • Get started with conversation review

    Conversation review is a strong tool in our data analysis toolkit, but before we get to that point we first need to know the basics: What is a review? What tools are available? How do we incorporate it in our...

    • Path
    • Duration 1.4h
    • Intermediate
  • Automate more interactions

    The automation rate tracks how many interactions we can resolve without involving a human. It is one of the most central Key Performance Indicators (KPIs) for virtual agent projects, because automated interactions save time, money and resources. This course covers...

    • Path
    • Duration 1h
    • Beginner
  • Increase your traffic

    In this course, we cover methods to increase your traffic based on real data from live projects. You'll learn how to categorize initiatives to increase traffic, and how to find ones that fit your virtual agent's project.

    • Path
    • Duration 1h
    • Beginner
  • How to reduce immediate human escalation

    Reduce immediate human escalation and improve automation. Learn how to reduce the number of users who ask to speak to a human without trying the virtual agent first.

    • Path
    • Duration 15m
    • Intermediate
  • Tracking important flows with goals

    In this path, we'll talk about goals. Goals track flow usage. They generate statistics about how many people go through (or complete) your flows, and can tell you important things about how your users are using your virtual agent.

    • Path
    • Duration 20m
    • Intermediate