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.
View single-metric insights using the following report templates:
- New conversations (conversations opened)
- Conversations closed
- Average conversation rating
- First response time (minutes).
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).
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.
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.
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.
Here are some suggested reports you can create:
- Conversation tags – Get an overview of the top issues or topics by creating a pie chart of conversation tags. Use the Conversation closed activity and group by Tags.If your Support team serves multiple geographical regions (e.g. USA, Europe, and Asia–Pacific), you could take this report a step further by filtering results by customer location (e.g. using the Country field, or a tag that identifies the person’s region) to get an overview of the most popular topics by region.
- Average conversation handle time – Use the Conversation closed activity, and aggregate by Average of attribute, where the attribute is Conversation time in minutes. You could also use this to create an average handling time report for each agent in your Support team, or each geographic region your Support team serves.
- Conversations by rating – Create a pie chart showing results for the Conversation rated activity grouped by Rating for an overview of customer sentiment.
- Conversations per week – Create a column chart showing results for the Conversation opened activity with a precision value of Weeks for an overview of your conversation volume each week.
- Saved reply usage – Select the Saved reply used activity to create a pie chart to see the top saved replies used by your team. Or create a metric report to see the saved reply usage total count to help identify how much your team is using this feature.
Create a Talk dashboard
You can access a default Talk analytics dashboard, which contains all of the default Talk reports described above.
To add this to your list of dashboards, on the Dashboard page, click New dashboard > View all dashboard templates (or search for “Talk”). Click on the Talk analytics dashboard template > Use template.
For any custom Talk reports you’ve created, you can add these to the Talk analytics dashboard To do so, when viewing the Talk analytics dashboard, click Customize > Add report, select the relevant reports then click Done.