Crescender Lab
Created Jul 01, 2024Tutorials｜CAAC Insights - Contacts
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CAAC Insights
CAAC Data Insights provides contact and conversation data for your brand, allowing you to export raw data and combine it with your own for flexible analysis.
Effectively manage and allocate resources to enhance your brand's service quality.
With data visualization, your brand can quickly and easily understand the trending quality of your products and services.
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Who has permission to see CAAC-Insights ?
Owner
Primary admin
Admin
Insights provide the past 1 year data.
CAAC insights is only available on 『Desktop』&『Tablet』
CAAC Insights - Contacts
The Contacts page allows sales and customer service teams to evaluate the performance of contact acquisition and engagement.
The top five newly added tags enable teams to assess trends in "top conversation topics" or the "sales pipeline."
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How to check the Insights ?
Click on the CAAC left menu > Insights button.
Contact Overview - New Contact
The total number of new contacts initiating their first conversation in each channel within the selected filters.
The system will compare this to the previous time period. (If the current filter is set to 31 days, it will compare to the previous 31 days.)
Contact Overview - Handled Contact
The number of contacts receiving at least one message from assigned agents within the selected filter. If filtering by team, it shows the number of contacts receiving at least one message from assigned team member.
The system will compare this to the previous time period. (If the current filter is set to 31 days, it will compare to the previous 31 days.)
Tip: Teams can be filtered to view separately! Remember to select "Team Member" for dialogue assignment to have the performance counted in the team!
Contact Overview -Trend of contacts
The trend of ‘new contact’ and ‘handled contact’ over time
The dashboard will display two metrics: "New Contacts" and "Handled Contacts".
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.)
Contact - Trend of Top5 new added tag over time
Brands can track the trend of the top 5 newly added tags within the selected timeframe.
Different colors will represent different tags on the chart.
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 tags for that day.)
Metrics availability: Except for wait time and the number of top 5 newly added tags, all other metrics are recorded and provided starting from 2024/06/15.
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Filters （Date, Channels, Teams）
Fliters: Platform
Display data from "All Channels" within the platform.
Multiple platforms can be selected at once.
Cannot be selected together with a single channel.
Only displays channels configured in the channel settings.
Fliters: Channels
Display data according to each channel.
Multiple channels can be selected at once.
Cannot be selected together with a platform.
Only displays channels configured in the channel settings.
Fliters: Teams
Users can select multiple teams at once.
Only ‘Current team’ will exist in the selector (doesn’t include ‘deleted teams’)
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Data Export
Click on Export
Users can export data under the selected filters to a csv file.
Users can export each report once at a time.
Exported data introduction
Date: The exported data includes all dates within the selected timeframe.
Channel: The exported channel data includes all channels filtered (displays "All Channels" if no filter is applied).
Team: The exported team data includes all teams filtered (displays "-" if no filter is applied).
New Contacts: Total new contacts for that day.
Handled Contacts: Total handled contacts for that day.
