Meet with extended analytics
Escalation maps, business pulse, emotional signals, and other updates in the analytics section of the TozheBot platform
Major update in analytics
We've expanded the platform's analytics functionality and are pleased to introduce a number of new and important features.
Now you can even more accurately determine where your agents are performing well and where further adjustments are needed.
Business pulse and emotional signals
New widgets have appeared right on the dashboard's main page: business pulse and emotional signals.
Business Pulse displays a summary of conversation escalations (useful for support teams, communities, and sales agents). Its main purpose is to display the workload of support agents and operators. Try to keep these metrics in the green zone to maximize your efficiency.
Emotional signals show mood markers during interactions with your agents on a daily basis. Please note that if you're seeing a lot of negative feedback, you need to improve your customer service at the agent level (by expanding your knowledge base or providing more precise instructions for AI agents).
Agents now also adapt to the user's tone, attempting to tone down emotional markers based on the conversation.
New analytics sections
Next, let's look at the new features in the analytics sections. We've significantly improved this section to make your work even more transparent and productive.
Dialogue Map is a new analytics section that displays groupings by communication channels and key topics. The more topics, the more interesting the topic for the user:
Workspace Activity displays the number of conversations by day in a convenient graph. The greener the zone, the more conversations were initiated with agents (including internal ones):
The escalation map shows the number of conversations (including resolved ones) that were transferred to an agent. You can monitor agent stuckness rates, and if these are high, we recommend reviewing the knowledge base for missing answers to frequently asked questions.
All this data, as well as the ability to expand your knowledge base to address specific issues, will allow you to maximize the effectiveness of your support and sales agents.