Welcome to our Customer Service Portal

Analytics

Dashboard overview

The dashboard gives you insight into customer activity.

Let's look at the information shown in the upper section of the dashboard.

Tip: For info about the lower section of the dashboard, known as Voices, read this article: Voices and the Dashboard: Capturing and analyzing user intent

Engagements

Each time one of your customers interacts with a Nanorep touchpoint (widget or support site article), one engagement is counted. For example, the following are counted as engagements:

  • Asking a question on your website using a Nanorep widget
  • Viewing a FAQ answer
  • Reading an article on your Support Center

In other words, an engagement is a visit in which a customer uses a Nanorep capability at least once (such as typing a question or selecting an article) in order to fulfill their need. An engagement may include one or more interactions.

Interactions

An interaction is a request (for example, a search or article selection) and the response to the request. Not every interaction counts as an engagement.

Self-Service Score

An engagement is counted as resolved by self-service and shown as part of your Self-Service Score when:

  • Nanorep provided an answer from the knowledge base
  • The user did not provide any negative feedback.
  • The user chose not to continue using a channel (chat, email, phone)
Channeling Score

When a user chooses to continue using a channel (chat, email, phone), this impacts your Channeling Score.

On the left side of the Channeling Score Panel, you see the positive (green) and negative (red) channeled interactions in percentage of all engagements.

On the right side, you see the details of channels used for escalation in percentage of all engagements.

You also see the change in trend next to every data on the dashboard. Trend compares the current user activity to activity in the previous time frame.

The upper section of the Nanorep Dashboard