Operational Management
Resource planning via heatmaps
See when your customers are most active across all channels. Schedule shifts and capacity exactly where the demand actually arises.
Performance KPIs
Automation rates, first response times, abandonment rates – broken down by channel.
Omnichannel Comparison
Which channel performs best? Incl. handover statistics
AUTOMATED ANALYSES
Intent Universe: All topics at a glance.
The AI automatically customer inquiries into topic clusters.
This allows you to trend before escalations occur.
Automatic Clustering
The larger the topic, the more frequent the dialogues. Everything at a glance.
Confidence Scoring
Where does the chatbot have gaps? Make improvements in the Knowledge Hub.
Can I evaluate the performance of my agents?
Yes. The handover statistics show when the bot handed over, the reason, and how efficiently the team resolved the case.
How up-to-date is the data kept?
Automatic synchronization – changes applied in near real-time.
Can I create my own custom reports?
Yes. The Custom Report Builder allows for individual KPI combinations. Alternatively, you can export raw data via API for your own data warehouse.
Which data can I export?
All raw data and metrics via REST API – including intent clusters, sentiment scores, confidence values, and handover statistics.
