How to use the communication dashboard in insights

To begin, navigate to the Insights section from the left-hand menu of your Customerly dashboard. This will open up various dashboards, including the Communication section, which is the focus of this guide.

Understanding conversation metrics

The Conversations tab offers a detailed view of how your team is managing customer interactions.

The key performance indicators (KPIs) include:

• New Conversations: How many new chats have started.

• Replies: Total replies sent by the team.

• Marked as Done: Conversations that have been closed.

These metrics are displayed daily, and you can hover over each data point to see exact figures. All data is exportable to CSV for external analysis.

Additional insights:

• Average Replies per Conversation: Helps you understand how complex your conversations are or if more training is needed for your team.

• Average Time to Close: Measures how long it takes to resolve an issue.

• Average First Reply Time: Reflects how quickly your team responds to new inquiries.

These KPIs provide a solid foundation for evaluating the efficiency and responsiveness of your support operations.

Analyzing team performance

Switch to the Team Performance tab to evaluate individual contributions and efficiency.

Here, you’ll find:

• Teammate Filters: View data by individual team members.

• Replies Sent & Marked as Done: Track how many replies each agent sent and how many conversations were closed.

• First Reply Time: Understand how quickly each team member is responding.

• Conversation Ratings: If a conversation was rated by a customer, it will show up here, offering insight into individual performance.

All of this data can also be exported to CSV.

Exploring conversation topics

Customerly’s Insights Dashboard also highlights Conversation Topics, allowing you to identify trends and improve support content.

You’ll see:

• Suggested or Approved Topics: Tagging helps organize and analyze recurring subjects.

• Conversation Count & Percentage: Shows how common each topic is within your selected time range.

• Drill-Down Capabilities: Clicking on a topic brings up related conversations, so you can evaluate the relevance and depth of each topic.

This functionality is particularly useful when used alongside the AI-powered Aura Assistant, as it correlates conversation themes with AI involvement.

Tracking customer satisfaction (CSAT)

The final tab is Customer Satisfaction, which displays how happy customers are with your support.

Key elements include:

• CSAT Status: Indicates if post-conversation surveys are active.

• Filters: Segment feedback by team, teammate, and time range.

• Overall Satisfaction Scores: Breakdown into Positive, Neutral, and Negative responses.

• Trend Analysis: See how satisfaction rates vary over time.

• Feedback Details: Read specific comments left by customers, and view which teammate handled the conversation.

You can filter by sentiment (e.g., terrible, okay, amazing) and download all feedback for further review.