Analytics Overview
Leverage analytics to maximize the full ROI of Avochato’s features
Avochato is offering a new Analytics view to beta customers on Standard plans. For more information and to join the beta, please contact us at 415-214-8977 and our team will help get your account setup.
Filter Analytics per inbox or apply the All Inboxes view. The date filter defaults to the last 7 days and can be adjusted to any custom time period.
On the top right of each report, there is a download icon. Click the icon to download the data as a csv report.
Reports for Managers and Owners in Analytics
Overview Tab Reports
Message Tracking: Total number of inbound and outbound messages sent
Segment Tracking: Total number of inbound and outbound segments sent
Average Time to First Response: The average amount of time it took for an agent to first respond to a new inbound segment of a conversation (not including automatic responses)
Top 10 Agent Assignments: The total number of Assigned conversations in the inbox broken down by agent (Closed conversations are not included)
Inbox Tab Reports
See how Inboxes are performing through our new dashboard view. View total messages sent, conversion status and average time to respond.
Conversation Statuses: The conversation data is attributed to the day and time the status was updated.
Avg Time in Queue: The average amount of time from the first inbound message to when the conversation is assigned to an agent
Avg Handle Time: The average amount of time from first response to the conversation being closed
Channel Activity: The total number of conversations per channel type in the inbox (Closed conversations are not included in this graph)
Segments
Delivery & Error rate: Percentage of unsuccessfully delivered messages broken down by day. The table shows the total number of errored messages broken down by error code (Empty when there are no errors)
Opt out rate: The rate and counts of end users opting out of conversations
Segment Tracking: The total number of inbound and outbound segments in an inbox. Inboxes with no activity in the current date range will be excluded.
Live Chat Counts: The totals of inbound and outbound livechat messages per inbox
Calls: The number of Inbound, Outbound, and Missed Calls by Today/Average/Total
Agent Tab Reports
See how your agents are performing across their Assignments via Total Assignments, Conversion Statuses, Addressed vs. Unaddressed, and Channel(s). Expand on additional metrics like First Time Responses, Handle Time, and Messages Sent Activity.
Select an Agent: Select an agent to view metrics on a per rep basis, by default all Agents are selected
Conversation Statuses: The conversation data is attributed to the day and time the status was updated.
Messages and Segments Sent: The total number of messages sent and the amount of segments used by those messages, per agent in each inbox
Agent Assignments: The total number of assigned conversations in the inbox, broken down by conversation type.
Addressed vs. Unaddressed: The total number of conversations marked as Addressed or Unaddressed in the inbox (Closed conversations are not included in this graph)
Avg Time to First Response: Average amount of time for an agent to first respond to a new inbound segment of a conversation (not including automatic responses)
Avg Handle Time (Interactive): Average amount of time from active tickets with back and forth communication. Avg Handle Time (Non-Interactive): The average amount of time from a ticket that reaches an agent but is unresponsive
Assignments by Channel: The total number of conversations per channel type in the inbox (Closed conversations are not included in this graph)
Live View Tab Reports
Get a glimpse of your activities in real time. See how many conversations you have in the queue, average wait time, agent capacity, and agent availability. View additional metrics including agent status and number of conversations Addressed vs. Unaddressed.
Reports for Owners in Manage Organization
Are you an Owner that can manage your Avochato organization? If so, we offer additional reports. To access, go to the top right, click profile icon and then go to Manage Organization.
To view a chart of holistic activity across all inboxes, go to Reports. This will display segments, total messages, active conversations, % engagement and more.
To view organization Broadcast activity across all inboxes, go to Broadcasts.
Use the gray bar on the top of the page to adjust filter parameters such as timeframe.
