Skip to main content

Analytics

This guide explains how to use the Dashboard in Connectnow to monitor performance, understand customer engagement patterns, and evaluate team effectiveness.

Dashboard provides visibility into AI activity, staff performance, lead distribution, and traffic trends by multiple views and charts that help you understand how customer interactions are handled.

AI Assistant Performance​

You can monitor how effectively the AI assistant is handling customer interactions.

Metrics Available​

  • Attended calls and chats
  • Missed calls and chats
  • Forwarded calls and chats to human agents

These metrics help evaluate:

  • AI responsiveness
  • Escalation frequency
  • Overall automation effectiveness

Staff Performance​

Analytics also provides insights into human agent performance.

Metrics Available​

  • Attended calls and chats
  • Missed calls and chats

This helps identify:

  • Staff availability issues
  • Response consistency
  • Staffing gaps during peak hours

Staff Engagement​

Staff engagement analytics show how many interactions each staff member has handled.

Engagement Insights​

  • Number of calls attended per staff
  • Number of chats attended per staff
  • Relative workload distribution across the team

This view helps ensure:

  • Balanced workload
  • Fair distribution of calls and chats
  • Identification of over- or under-utilized staff

ConnectNow provides trend analysis for calls and chats over time.

Trend Coverage​

  • Call trends for the last 6 months
  • Chat trends for the last 6 months

These trends help you:

  • Identify peak periods
  • Understand seasonal or growth patterns
  • Plan staffing and availability accordingly

Lead Overview by Department​

Analytics includes a lead overview based on departments.

What Is a Lead?​

A lead is defined as:

  • A customer call, or
  • A customer chat

Department-Based Lead Insights​

  • Number of leads received per department
  • Comparison of enquiry volume across departments

This helps you understand:

  • Which departments receive the most enquiries
  • Where staffing or AI tuning may be required
  • Business areas generating higher customer interest

Incoming Traffic by Region​

The Analytics dashboard displays incoming traffic based on customer location.

Regional Insights​

  • A world map visualization shows where calls and chats originate
  • Helps identify geographic concentration of customers

This information can be useful for:

  • Regional marketing decisions
  • Language or localization planning
  • Business expansion analysis

How to Use Analytics Effectively​

  • Monitor AI and staff performance regularly
  • Review missed interactions and adjust availability
  • Use trend data to plan staffing for busy periods
  • Analyze department-level leads to optimize routing
  • Track regional traffic for strategic insights

Best Practices​

  • Review analytics weekly or monthly
  • Combine analytics with engagement history for deeper insights
  • Adjust AI escalation rules based on performance data
  • Ensure adequate staff coverage during peak times

Next Steps​

After reviewing analytics, you may want to:

  • Refine AI assistant instructions
  • Adjust staff working hours
  • Optimize department routing
  • Improve callback handling during high-traffic periods

Refer to related feature guides for detailed configuration and optimization steps.