4.5. Advanced Analytics

Advanced analytics

The TozheBot platform offers extensive analytical functionality for tracking agent activities. By exploring various sections of the advanced analytics suite, you can gain a clearer picture of your agents' performance. Below, we outline key sections of these advanced analytics.

Dialogue heatmap

This section displays clusters of dialogues, broken down both by communication channel and by trending topics:

Pay attention to topics/channels where the progress bar is red or orange; these often contain unanswered questions. This suggests a need to review your knowledge base or the performance of your support agents—it is likely that users in these categories are either left without a response or abandon the conversation before their issue is resolved.

Workspace activity

In the activity section, you can see on which days your agents (including internal ones) receive the most inquiries.

This way, you can see spikes in activity on a day-by-day basis and optimize your work specifically to align with them.

Escalation map

This map shows how often—and through which channels—agents escalate inquiries to a human operator. If you notice a high number of such escalations, you should focus on expanding your knowledge bases:

Other functions

The main analytics screen provides recommendations regarding messages that require attention—specifically concerning knowledge bases (with the option to generate knowledge base additions based on the conversation and AI) and security.

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