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know the emotions that your brand awakens
If your contact center receives at least 300 messages on the same day from customers to agents (input messages) you will receive the following Monday and the first day of the following month a report like this:
TOPICS OF THE CONVERSATIONS
How it works
Once a week/month, the most used words are displayed in the form of a cloud.
The larger the size of the word, the greater the frequency that it appears in conversations.
What is it for? We can observe the words that customers use when communicating through the contact center to detect topics of interest, reasons why they use this channel to communicate with the brand. It can indicate if there is an incident with a specific product or if when launching a new service it generates many conversations to resolve doubts.
EMOJIS WHICH YOUR CUSTOMERS USER TO EXPRESS THEMSELVES
How it works
It shows the times that users have used each emoji weekly/monthly.
What is it for?
Emojis are increasingly used to be able to reflect in a simpler and more intense way the emotions we want to transmit.
This graph allows us to quickly and visually analyze the emotions which users use to express themselves.
EMOTIONAL EVOLUTION OF YOUR BRAND
How it works
It measures, over time, what feeling is reflected in the contact center about the brand.
The closer to 1 means that the emotion is more positive,
if it is close to 0 the emotion is more negative and 0.5 would be neutral conversations.
What is it for?
This graph measures the effectiveness felt by customers about the incidents and queries that the contact center attends and resolves.
It helps us to analyze if there is any kind of evolution over time and answer questions such as:
Are customers more or less satisfied now than before? Has it been possible to improve the quality that the agents are giving?
EMOTIONAL MANAGEMENT IN A CONVERSATION
PREDICTION AND HISTORY OF THE NUMBER OF CONVERSATIONS
How it works
The blue lines in the chart indicate the number of conversations produced per day and time of the last 4 weeks.
The prediction of conversations in the coming week is shown in green lines.
This report will only be displayed in the weekly reports at the time you have a history of 3 months from the first day that there were 10 messages.
What is it for?
See the evolution of the number of messages that allow detecting trends in the use of the contact center,
if there has been any anomaly such as peaks of incidents,
change in the use of this channel and predict future conversations to be able to manage the number of agents that will be necessary during the next week.