Crescender Lab
Created Jul 19, 2024Tutorials | CAAC Insights - Conversation, Efficiency, Team
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CAAC Insights
CAAC Insights provides brands with key performance data on contacts and conversations to:
Help brands understand conversation effectiveness more easily and quickly
Help brands allocate human resources more accurately
Export raw data and combine it with your own data for flexible analysis and application
CAAC Insights - Contacts please refer to:Tutorials|CAAC Insights - Contacts
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Who has permission to see CAAC-Insights ?
Owner
Primary admin
Admin
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Data record standard time
Data recording time:
Contacts
New Contacts、Handled Contacts:Effective from 2024/06/15
Top5 new tags:Effective from 2024/01/01
Conversation
All conversation insights effective from 2024/07/15
Efficiency
Wait time:Effective from 2024/01/15
Other insights:Effective from 2024/06/15
Team
Team insights:Effective from 2024/07/13
Agent insights:Effective from 2024/06/15
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Support devices
In order to ensure a good data analysis and chart reading experience, only "Desktop" and "Tablet" devices are supported for viewing.
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CAAC Insights - Conversation
CAAC Insights - Conversation allows brands to use data to understand the status of conversations handled by each channel or team during a specific period of time and the number of conversations opened by customers.
The total number of messages sent is provided, allowing brands to calculate how much they are currently spending on messages.
CAAC Insights - Conversation

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How to check the Insights ?
Click on the CAAC left menu > Insights > Conversation

Total conversation:Total number of conversations matching the filter criteria. Conservation status from open to resolved count as 1 conversation. If a conversation is reopened after being resolved, it is considered a new conversation.
New conversation:Total number of new conversations matching the filter criteria. If filtering by team, this includes all new conversations assigned to that team or its team members.
Handled conversation:Total number of conversations matching the filter criteria in which agent has sent at least one message.
Resolved conversation:Total number of conversations marked as resolved that matched the filter criteria.
Unresolved conversation:Total number of ongoing conversations that are unresolved or blocked that matched the filter criteria
Message sent:Each message bubble counts as one message. Total number of messages sent matching the filter criteria.

Conversations whose "start time" is earlier than 2024/7/15 will not be captured by the system.
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 Conversation: Total new conversation for that day.
Handled Conversation: Total handled conversation for that day.
Resolved Conversation: Total Resolved conversation for that day.
Message Sent: Total message sent for that day.

Trend of conversation over time
The trend of conversation over time
The dashboard will display metrics: "New conversations", "Handled Conversation", "Resolved Conversation"
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.)

New conversation heatmap
New conversation heatmap: shows when new conversations happen most frequently matching the time filter.

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).
Displays the number of new conversations in each time period from Monday to Sunday in the selected time period.

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CAAC Insights - Efficiency
Help brands quantitatively evaluate customers’ waiting time and specialists’ response and processing efficiency.
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How to check the Insights ?
Click on the CAAC left menu > Insights > Conversation

CAAC Insights - Efficiency
Wait time:Average time taken from receiving contact's first message to any agent’s first response within the selected filter.
First response time:Average time taken from the conversation assignment to agent's first response, within the selected filter.
Time to resolution:Average time taken to resolve conversations from the start within the selected filter.

When applying a team filter:
- No waiting time will be provided and the system will display "-"
- Will automatically switch to display team resolution time, please note that the metric calculation criteria is slightly different
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).
Wait time: Total conversation wait time for the day, measured in seconds.
First response time: The total first response time of the conversation on that day, calculated in seconds.
Time to resolution: Total conversation resolution time for the day, in seconds.
*Please note that the exported data is to provide raw data for Excel calculation. If the number is too large, Scientific Notation parameters will appear, such as: 2.511795E+06

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Filters (Date, Channels, Teams)
This filter applies to all Insights
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CAAC Insights - Teams
Team page let brands to compare and analysis performance between teams and agents
Date picker
*Default date range: past 31 days*
Insights provide the past 1 year data.

CAAC Insights - Teams

Filters: 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.

Click on the CAAC left menu > Insights > Conversation

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How to check the Insights ?
Filters: 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.

Team performance
Team name:Can filter specific teams, or show all teams without filtering
New contact:Total number of new contacts initiating their first conversation in each channel within the selected filter.
Handled contact:The number of contacts receiving at least one message from assigned team member within the selected filter.
New conversation:Total number of new conversations assigned to that team or its team members matching the filter criteria.
Handled conversation:Total number of conversations matching the filter criteria in which agent has sent at least one message.
Resolved conversation:Total number of conversations marked as resolved that matched the filter criteria.
Unresolved conversation:Total number of ongoing conversations that are unresolved or blocked that matched the filter criteria
Message sent:Each message bubble counts as one message. Total number of messages sent matching the filter criteria.
First response time:Average time taken from the conversation assignment to agent's first response, within the selected filter.
Time to resolution:Average time taken for a team to resolve conversation from the start of assignment within the selected filter.

Filters: Teams
Users can select multiple teams at once.
Only ‘Current team’ will exist in the selector (doesn’t include ‘deleted teams’)

Can search and filter specific teams and check indicator items

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Data Export
This export method applies to all Insights
Agent name:Can filter specific agent, or show all agent without filtering
New contact:Total number of new contacts initiating their first conversation in each channel within the selected filter.
Handled contact:The number of contacts receiving at least one message from assigned team member within the selected filter.
New conversation:Total number of new conversations assigned to that team or its team members matching the filter criteria.
Handled conversation:Total number of conversations matching the filter criteria in which agent has sent at least one message.
Resolved conversation:Total number of conversations marked as resolved that matched the filter criteria.
Unresolved conversation:Total number of ongoing conversations that are unresolved or blocked that matched the filter criteria
Message sent:Each message bubble counts as one message. Total number of messages sent matching the filter criteria.
First response time:Average time taken from the conversation assignment to agent's first response, within the selected filter.
Time to resolution:Average time taken for a team to resolve conversation from the start of assignment within the selected filter.

Exported data introduction
Assignee: Teams assigned within the date of exported data (arranged in team order)
Channel: The exported channel data includes all channels filtered (displays "All Channels" if no filter is applied).
Date: The exported data includes all dates within the selected timeframe.
New Conversation: Total new conversation for that day.
Handled Conversation: Total handled conversation for that day.
Resolved Conversation: Total Resolved conversation for that day.
Message Sent: Total message sent for that day.
First response time: The total first response time of the conversation on that day, calculated in seconds.
Time to resolution: Total conversation resolution time for the day, in seconds.
*Please note that the exported data is to provide raw data for Excel calculation. If the number is too large, Scientific Notation parameters will appear, such as: 2.511795E+06

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
Assignee: Agents assigned within the date of exported data (arranged in team order)
Channel: The exported channel data includes all channels filtered (displays "All Channels" if no filter is applied).
Date: The exported data includes all dates within the selected timeframe.
New Conversation: Total new conversation for that day.
Handled Conversation: Total handled conversation for that day.
Resolved Conversation: Total Resolved conversation for that day.
Message Sent: Total message sent for that day.
First response time: The total first response time of the conversation on that day, calculated in seconds.
Time to resolution: Total conversation resolution time for the day, in seconds.
*Please note that the exported data is to provide raw data for Excel calculation. If the number is too large, Scientific Notation parameters will appear, such as: 2.511795E+06
