Chat Analytics & Journey Tracking

See the Big Picture

Get a clear view of your chat operations with real-time analytics:

• Conversation Metrics - Track conversations, contacts, and messages over time
• Response Times - Monitor reply speeds and find areas to improve
• Busy Periods - See when customers chat most throughout the day
• Agent Performance - Compare how well agents are doing with key metrics

Powerful Analytics Features

Live Dashboard

Keep an eye on your chat operations as they happen:

• Ongoing conversations and reply times
• Message trends and patterns
• Agent availability and stats
• Up-to-the-minute satisfaction scores

Conversation Insights

Dive into chat patterns to make conversations better:

• How often messages are sent over time
• How long conversations last and how they wrap up
• What topics come up most often
• How customers feel and their satisfaction over time

Agent Performance

Help your team do their best with agent analytics:

• How many messages agents handle and how quickly they reply
• How happy customers are with each agent
• How often chats get resolved or escalated
• Where agents can improve over time

Follow Each Customer's Journey

Get the full story on individual customers:

Complete Timeline

See every step of a customer's experience:

• Pages Visited - Know what they looked at before and after chatting
• Chat History - See their full conversation in context
• How They Act - Track what they do and how engaged they are
• Key Touchpoints - Understand their whole experience

Visualize Journeys

Map out each customer's path:

• See activity as it happens with timestamps
• Track behavior across different platforms
• Spot patterns in how they interact
• Analyze their path from first contact to final action

Know Your Customers

Build full profiles for each customer:

• Gather demographic and behavioral data
• See their history and preferences
• Add custom tags and properties
• Get automatic insights and tips

Smart Analytics Tools

Custom Reports

Make reports that fit your needs:

• Filter data by date range
• Export reports to share with others
• Set up automatic reports
• Track custom KPIs and get alerts

Performance Insights

Find trends and chances to improve:

• When you need more staff and when you don't
• How conversations get resolved
• What affects customer satisfaction
• How chats impact revenue and conversions

Connect the Dots

See how chat fits into the bigger picture:

• Track conversations across channels
• Get insights from your CRM integration
• See how chats tie to marketing campaigns
• Analyze where customers are in their journey

Make Smarter Decisions

Turn chat data into business strategies:

1. Run Smoothly - Get the right staff, reply times, and agent performance
2. Make Customers Happy - Understand what they need and boost satisfaction
3. Grow Your Business - Find ways to convert more and drive revenue
4. Plan Ahead - Use past data to predict and prepare for the future