# 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%

| Workgroup       | Agents  | Active | Resolv. | AI Score |  
|-----------------|---------|--------|---------|----------|  
| Online Sales    | 8/124  | 1490   | 92%     |  
| Support Team    | 5/161  | 1354   | 78%     |  
| Ecommerce Hub   | 4/9    | 2981   | 96%     |

### 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%

| Comment Topics | Percentage |  
|----------------|------------|  
| Product inquiry | 33%        |  
| Post-delivery   | 29%        |  
| Payment inquiry  | 14%        |  
| Complaint       | 12%        |  
| Delivery issues  | 8%         |  
| Other           | 4%         |

### 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  
| Week        | Confirmed | Recovered | Abandoned |  
|-------------|-----------|-----------|-----------|  
| W1          |           |           |           |  
| W2          |           |           |           |  
| W3          |           |           |           |  
| W4          |           |           |           |  
| W5          |           |           |           |  
| W6          |           |           |           |  
| W7          |           |           |           |  
| W8          |           |           |           |

### Abandoned Order Causes

| Cause            | Percentage |
|------------------|------------|
| Price concern     | 34%       |
| Out of stock      | 26%       |
| Shipping cost     | 19%       |
| Payment issue     | 14%       |
| Other             | 7%        |

### 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%

| Metric            | Time           | Target       |  
|-------------------|----------------|--------------|  
| First Response     | 1m 23s       | < 2 min     |  
| Resolution         | 11m 47s      | < 15 min    |  
| Queue Wait         | 28s          | < 30s       |

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