Analytics: cases and topics
See how your agents are doing, and what customers ask for.
A case for every conversation, and the topics your customers ask about.
- 01
Volume, outcomes, cost and speed
See total sessions split into voice and WhatsApp, the success rate, the total cost with the average per session, and reply speed on calls. Choose today, 7, 30 or 90 days.
- 02
A case for every conversation
When a conversation ends, Careflow writes a case: the topic, which playbook ran and where it got to, what the agent learned and did, warning signals, and how sure the analysis is. Read it beside the thread in the Inbox.
- 03
Topics in your customers' words
Each conversation is named for what the customer wanted, such as "Reschedule an appointment", and counted under that topic. Compare topics by conversations, resolved, ended unhappy and needed a person.
- 04
Find the gaps
Filter to topics no playbook handles. Open a topic to read recent conversations before you write anything, then draft a playbook for it.
- 05
Take it with you
Export sessions as a CSV to build your own report.
How it works
- 01
Agents handle conversations.
Each one ends and is summarized.
- 02
Cases and topics fill in.
A few seconds after a call ends, the case appears.
- 03
You act.
Fix a playbook, add one for a gap, or open the conversation behind a number.
Try it on your own procedure.
Upload an SOP, test the agent, and decide with real calls.