Understanding statistics
How to read your Dashboard data
The Dashboard displays your agent’s statistics as numbers and charts. Understanding what each piece of data means will help you make better decisions for your business.
Time periods
All Dashboard statistics can be filtered by time period. This lets you view data for a specific range and compare how your business has performed at different points in time.
The available periods are:
You can also view data from the previous period for comparison:
What each metric means
Calls received
The total number of calls your agent has handled. A high number indicates healthy activity. If you see calls dropping, it may mean your customers are shifting to messaging channels.
Success rate
The percentage of calls that were completed successfully. For example, if out of 100 calls 80 were resolved correctly, your success rate is 80%. Ideally, you should keep this figure above 70-80%.
If the rate is low, review your agent’s knowledge base and add more information so it can respond better.
Average duration
The average time each call lasts. A very short duration may indicate that customers are hanging up before the agent can help them. A very long duration may mean the agent needs too much time to resolve the inquiry.
The ideal time depends on your type of business, but for simple inquiries like reservations, between 1 and 3 minutes is usually reasonable.
Unsuccessful calls
Calls that could not be resolved. Review these cases to understand what went wrong: perhaps the knowledge base was missing information, the customer asked for something the agent can’t do, or there was a technical issue.
Messages received
The volume of messages across all channels (WhatsApp, Instagram, email). If this number is growing, it’s a good sign — it means your customers prefer to communicate through messaging.
Reservations received
How many appointments or reservations have been created through your agent. This is one of the most important metrics if your business depends on bookings.
Open support cases
Support cases that have not been resolved yet. If this number is climbing, it’s important to review them as soon as possible to keep your customers satisfied.
Resolution rate (support)
The percentage of support cases the agent was able to resolve without human intervention. A high rate indicates your agent is well configured to handle customer issues.
How to read the charts
The over time charts (calls over time, reservations over time) show how a metric evolves over a period. The horizontal axis represents time and the vertical axis represents the quantity.
- Upward trend: The line goes up, indicating growing activity.
- Downward trend: The line goes down, which may indicate lower activity or a problem that needs attention.
- Spikes: High points that represent days or hours with heavy activity. They help you identify peak demand periods.
Review your statistics at least once a week. Comparing the current week’s data with last week’s will give you a clear picture of how your business is evolving.
