Reports allow you to track the performance and adoption of all Conversational Analytics features. The widgets are customizable and can be modified. A drilldown feature is available for the widgets to get further details. You can apply the dashboard and widget-level filters by clicking on the Filter icon and also select the Time Range from the top right to view the data insights for that duration.

In this section, reports have been classified into 3 different categories:-

Sentiment Analysis Report

Following widgets provide insights on sentiment scores -

CSAT Analysis Report

Following widgets provide insights on CSAT Score Trends -

Intent Analysis Report

Following widgets provide insights on Intents -

Primary Intent Analysis Report

In reporting, you also have the ability to explore the primary intent of an interaction to gain insights into the key contact drivers. This can be achieved by utilizing the "Case Detected Primary Intent" dimension.

It's important to note:

1. The initial intent detected in the case, determined by the message creation time, will be designated as the primary intent.

2. If an intent with a higher priority, as set during the intent model configuration, is detected later in the interaction, it will supersede the existing primary intent.

3. In cases where two intents have equal priority, the primary intent will be determined based on the message creation time.

​

Store Multiple Intents Detected at a Case Level

You have the capability to capture multiple intents within an interaction, providing valuable insights into the contact drivers at the case level. The "Case Detected Intents Concat" dimension facilitates the creation of a comma-separated list for detected intents.