Tutorials | CAAC Insights - Conversation, Efficiency, Team

💁‍♀️ CAAC Insights

CAAC Insights provides brands with key performance data on contacts and conversations to:

  1. Help brands understand conversation effectiveness more easily and quickly

  2. Help brands allocate human resources more accurately

  3. 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

📌 Who has permission to see CAAC-Insights ?

  1. Owner

  2. Primary admin

  3. Admin

📌 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

📌 Support devices

In order to ensure a good data analysis and chart reading experience, only "Desktop" and "Tablet" devices are supported for viewing.

🌟 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.

  1. 1. CAAC Insights - Conversation

    CAAC Insights - Conversation

⬇️ How to check the Insights ?

  1. 2. Click on the CAAC left menu > Insights > Conversation

    Click on the CAAC left menu > Insights > Conversation

  1. 3. Conversation Overview

    • 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.

    Conversation Overview

  2. 4. 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.)

    Trend of conversation over time

  3. 5. Exported data introduction

    1. Date: The exported data includes all dates within the selected timeframe.

    2. Channel: The exported channel data includes all channels filtered (displays "All Channels" if no filter is applied).

    3. Team: The exported team data includes all teams filtered (displays "-" if no filter is applied).

    4. New Conversation: Total new conversation for that day.

    5. Handled Conversation: Total handled conversation for that day.

    6. Resolved Conversation: Total Resolved conversation for that day.

    7. Message Sent: Total message sent for that day.

    Exported data introduction

  4. 6. New conversation heatmap

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

    New conversation heatmap

  5. 7. Exported data introduction

    1. Date: The exported data includes all dates within the selected timeframe.

    2. Channel: The exported channel data includes all channels filtered (displays "All Channels" if no filter is applied).

    3. Team: The exported team data includes all teams filtered (displays "-" if no filter is applied).

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

    Exported data introduction

🌟 CAAC Insights - Efficiency

  1. Help brands quantitatively evaluate customers’ waiting time and specialists’ response and processing efficiency.

  1. 8. CAAC Insights - Efficiency

    CAAC Insights - Efficiency

⬇️ How to check the Insights ?

  1. 9. Click on the CAAC left menu > Insights > Conversation

    Click on the CAAC left menu > Insights > Conversation

  2. 10. 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.

    CAAC Insights - Efficiency

  1. 11. Service efficiency trend

    • The dashboard will display metrics: "Wait time", "First response time", "Time to resolution"

    • 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.)

    Service efficiency trend

  2. 12. Exported data introduction

    1. Date: The exported data includes all dates within the selected timeframe.

    2. Channel: The exported channel data includes all channels filtered (displays "All Channels" if no filter is applied).

    3. Team: The exported team data includes all teams filtered (displays "-" if no filter is applied).

    4. Wait time: Total conversation wait time for the day, measured in seconds.

    5. First response time: The total first response time of the conversation on that day, calculated in seconds.

    6. 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

    Exported data introduction

▶️ Filters （Date, Channels, Teams）

This filter applies to all Insights

  1. 13. Date picker

    ＊Default date range: past 31 days＊
    Insights provide the past 1 year data.

    Date picker

🌟 CAAC Insights - Teams

Team page let brands to compare and analysis performance between teams and agents

  1. 14. Filters: Platform

    1. Display data from "All Channels" within the platform.

    2. Multiple platforms can be selected at once.

    3. Cannot be selected together with a single channel.

    4. Only displays channels configured in the channel settings.

    Filters: Platform

  2. 15. CAAC Insights - Teams

    CAAC Insights - Teams

  3. 16. Click on the CAAC left menu > Insights > Conversation

    Click on the CAAC left menu > Insights > Conversation

⬇️ How to check the Insights ?

  1. 17. Filters: Channels

    1. Display data according to each channel.

    2. Multiple channels can be selected at once.

    3. Cannot be selected together with a platform.

    4. Only displays channels configured in the channel settings.

    Filters: Channels

  2. 18. Filters: Teams

    1. Users can select multiple teams at once.

    2. Only ‘Current team’ will exist in the selector (doesn’t include ‘deleted teams’)

    Filters: Teams

  3. 19. 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.

    Team performance

▶️ Data Export

This export method applies to all Insights

  1. 20. Can search and filter specific teams and check indicator items

    Can search and filter specific teams and check indicator items

  2. 21. Agent Performance

    • 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.

    Agent Performance

  3. 22. Click on Export

    1. Users can export data under the selected filters to a csv file.

    2. Users can export each report once at a time.

    Click on Export

  4. 23. Can search and filter specific agent and check indicator items

    Can search and filter specific agent and check indicator items

  5. 24. Exported data introduction

    1. Assignee: Teams assigned within the date of exported data (arranged in team order)

    2. Channel: The exported channel data includes all channels filtered (displays "All Channels" if no filter is applied).

    3. Date: The exported data includes all dates within the selected timeframe.

    4. New Conversation: Total new conversation for that day.

    5. Handled Conversation: Total handled conversation for that day.

    6. Resolved Conversation: Total Resolved conversation for that day.

    7. Message Sent: Total message sent for that day.

    8. First response time: The total first response time of the conversation on that day, calculated in seconds.

    9. 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

    Exported data introduction

  6. 25. Exported data introduction

    1. Assignee: Agents assigned within the date of exported data (arranged in team order)

    2. Channel: The exported channel data includes all channels filtered (displays "All Channels" if no filter is applied).

    3. Date: The exported data includes all dates within the selected timeframe.

    4. New Conversation: Total new conversation for that day.

    5. Handled Conversation: Total handled conversation for that day.

    6. Resolved Conversation: Total Resolved conversation for that day.

    7. Message Sent: Total message sent for that day.

    8. First response time: The total first response time of the conversation on that day, calculated in seconds.

    9. 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

    Exported data introduction