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Insights & quality
Understand activity, sentiment, and automated QA.
Choose a reporting scope and date rangeUse Reporting to review live chat, tickets, and chatbot performance in the appropriate context.Read live-chat operations reportsUnderstand queue workload, handoffs, response behavior, and SLA risk before deciding where agents need help.Review ticket volume and SLA riskUnderstand the active backlog and its status mix without confusing it with the conversation queue.Read chatbot activity and customer feedbackReview how customers use the bot, where conversations hand off, and what feedback needs attention.Review customer sentiment analysisUse sentiment as another view of the exchange, then return to the customer’s actual messages before acting.Review conversation quality with AutoQAReview AI grading of human-agent replies after a live-chat session is resolved.