Conversation overview

Monitor and optimize your company's conversation usage over time.

Quick access: Insights > Conversation Overview

The Conversation Overview Dashboard is meant to serve as a general look into your company's usage of your conversations over the period of your contract. This dashboard serves as a check-in on where your company may be in your contract period. It will allow you to determine if you are overusing or underusing your conversations.

image of the Conversation Overview Dashboard

Check out the following video for an overview of the Conversation Overview dashboard.

Filters and Downloads

To learn more about the filtering and sorting options available in Insights, as well as options for downloading and scheduling reports, see Insights filters and downloads.

Drill-Down Capabilities

All of the graphical displays on the Insights dashboards include the ability to drill down into the data represented on the graph, allowing you to see specific and customized views of the data.

  1. Hover over the section of the graph that you would like to drill down into. In this example, the Voice section of the graph is the area of interest. A pop-up describing the section of the graph will appear.

    example of drill down capabilities

  2. Click on the selected section of the graph. A menu listing the different drill-down options will appear.

    example of drill down capabilities

  3. Select the drill-down option of your choice. In this example, by Call Target Name is selected. A visualization of the data will appear. If you would prefer to see the data presented as a table, click the Table button.

    example of drill down capabilities

  4. To download the data, click the Download button in the upper right corner. A modal will appear. From this modal, you can configure your desired file format. Expand the Advanced data options to configure additional options.

    example of download options

  5. When ready, click the Download button.

Dashboard Metrics

The Conversation Overview Dashboardincludes data related to conversation usage and outcomes. See below for a description of each data point on the dashboard.

  • Total Conversations: the number of total conversations used by your company in the contract period
  • Avg Daily Conversations: the total conversations used divided by the number of days you are in the contract
  • Annualized Usage: the predicted number of conversations that will be used in a year
  • Data As Of...: the date and time that the displayed data was pulled
  • Conversation Type: a breakdown of conversations by type (Digital or Voice)
  • Outcomes: a breakdown of callback outcomes (shown as a percentage). Possible outcomes include:
    • Success
    • Unavailable
    • Canceled
    • Abandon
    • Failure
  • Conversations: total conversations broken down by week. Conversation usage volume is very cyclical (peaking near week's end and dropping off on the weekend), so this graph helps you track changes in overall volume.