Exploring Talk analytics

Reporting on Talk enables you to visualize how your agents are performing across metrics like conversations opened and closed, response time, ratings and feedback, conversations per agent, and so on.

Each report you create can then be pinned to a Talk analytics dashboard to provide an overview of what is (and isn’t) working well, and see trends over time.

Access default Talk report templates

A number of Talk report templates are available to enable you to get conversation insights quickly.

You can access the Talk report templates from the Reports page by clicking New report > Talk reports. Then select a relevant report to use and customize as required.

Below are brief descriptions of the templates you can access.

Single-metric reports

View single-metric insights using the following report templates:

  • New conversations (conversations opened)
  • Conversations closed
  • Average conversation rating
  • First response time (minutes).

Trendline reports

Average satisfaction by week (5 is best) – a line graph showing results on a scale of 1 to 5 for the Conversation rated activity.

Opened vs closed conversation trendlines – a line graph comparing Conversation opened and Conversation closed activities, with comparison to the previous period (if available).

Column charts

Assigned conversations by week – a column chart showing results for the Conversation assigned activity grouped by Assignee.

New conversations by team – a column chart showing results for the Conversation opened activity grouped by Team.

Pie charts

Conversations opened by channel –a  pie chart showing results for the Conversation opened activity grouped by Channel (e.g. the talk messenger widget or email).

Closed conversations by team member – a pie chart showing results for the Conversation closed activity grouped by Assignee.

Ledger report

Recent ratings and comments – a ledger of results for the Conversation rated activity with default columns for Time, Organization name, First name, Assignee, Rating, Rating comment.

Create custom Talk reports

Build your own Talk reports to drill down into specific conversation metrics to find out more about your agent and customer activity.

All Talk-related activities and fields can be used as report metrics, so you can explore insights such as how saved replies are used, conversation handling time, what tags are used, customer ratings and comments, conversation sources, and more.

Learn more about creating custom Talk reports.

Create a Talk dashboard

You can access a default Talk analytics dashboard, which contains all of the default Talk reports described above. 

Learn more about creating a Talk dashboard.