CX Analytics & Insights — Real-Time, Not Last Week

Live dashboards for response times, resolution rates, and sentiment — as conversations happen.

Key Metrics

+130M
Engagements analysed
Real-time
Dashboard updates
+40%
CSAT improvement
+61%
Faster response

Realtime Monitor

All systems operational
1,847
+12%
All Interactions
23
+5%
With Operator
4
–2
Queued
89
+8%
Active
6
–1
Snoozed
1,725
+18%
Resolved

AI Sentiment · Today

1,847 conversations analysed
Positive 71%
Neutral 19%
Negative 10%

AI Insight

⚡ Queue spike predicted in ~18 min based on historical patterns

Most CX teams run on dashboards that show what happened yesterday. By then, the damage is done.

Historical reports show what went wrong. Real-time shows what's going wrong.

+61%
Faster response time

Platform Capabilities

Analytics designed for operational decisions

Not vanity metrics. Every data point connects to an action your team can take — right now.

• Real-Time Analytics
• Workforce Performance
• Quality Assurance
• AI Intelligence

Real-time dashboards

Live queue status, response times, resolution rates, and workload — updated as conversations happen.

AI sentiment analysis

Every conversation scored for sentiment in real time. Spot frustration and intervene before escalation.

Bottleneck detection

Auto-identifies queue buildups, routing failures, and SLA risks before customers notice.

Topic clustering

AI groups conversations by topic — tracking, complaints, returns. See what drives volume.

Actionable reports

Pre-built and custom reports. Export-ready for boards. Scheduled delivery to stakeholders.

Capacity forecasting

Volume patterns plus staffing data — know when to scale up, rely on AI, or scale down.

CSAT Dashboard

All channels · Last 30 days
+4.2 pts this month
75.9% CSAT Score

Customer Satisfaction

CSAT isn't a number. It's an early warning system.

• Per-channel comparison — which channels delight, which frustrate
• Per-agent scoring surfaces coaching opportunities with data
• Weekly trends catch dips before they become sustained problems
• Satisfaction reasons categorised — customers tell you why

Comments & Sentiment Analysis

All comments analysed in real time · All channels

AI Classified Sentiment

Positive 53%
Neutral 35%
Negative 12%

Negative Root Causes

• Slow customer service 44%
• Delayed deliveries 21%
• Product defects 15%
• Billing errors 12%
• Policy confusion 8%

Sales Insights

AI-generated · Updated nightly

AI Powered Revenue

Sales Tracked
Auto-classified
2–3x Conversion Lift
From abandoned

Weekly Sales Performance

Abandoned Order Causes

AI Insight

📈 WhatsApp drives 43% of confirmed sales — 2.1× higher conversion than other channels

SLA Management

SLA compliance tracked in real time. Not after the breach.

SLAs per workgroup, channel, and priority — at-risk conversations surfaced before breach.

• First response SLA — time to first reply, per channel and priority
• Resolution SLA — time to resolution with configurable targets per workgroup
• At-risk alerts — approaching breach triggers flagging and escalation
• Breach analysis — drill into why: queue depth, agent capacity, routing delays

SLA Dashboard

Real-time compliance view
Overall SLA Compliance 96.3%

3 conversations at risk

• Suki L.WhatsApp
• Ines R.WebChat
• Owen D.Email

From data to decisions in real time

Analytics that don't require a data team to interpret.
01. Every conversation is processed
02. AI surfaces what matters
03. Your team acts on insight

Use Cases

Intelligence that drives action

Analytics that translate directly into operational improvements and recovered revenue.

Ecommerce

Spot conversion killers in real time

Retail

Measure service quality across locations

Hospitality

Track guest sentiment across the journey

Financial Services

SLA compliance and risk monitoring

The right view for every role

Team Leaders

CX Directors

Operations Heads

Your CX data is 24 hours stale. Fix that today.

+40% CSAT Improvement +130M Engagements Analyzed +61% Faster Response