Contact Analytics ​
Learn how to analyze performance data and insights for individual contacts.
Overview ​
Contact analytics provide detailed insights into how individual contacts interact with your assistants, helping you understand:
- Individual contact performance patterns
- Service quality for specific contacts
- Contact satisfaction trends
- Calling behavior and preferences
Types of Contact Analytics ​
Individual Contact Metrics ​
- Call Frequency: How often each contact calls
- Call Duration Patterns: Average and typical call lengths
- Satisfaction Scores: Contact-specific satisfaction ratings
- Issue Resolution: Success rates for resolving contact issues
- Calling Reasons: Main topics or issues this contact calls about
Contact Comparison Analytics ​
- Top Contacts: Your most frequent callers
- Satisfaction Leaders: Contacts with highest satisfaction scores
- Long-term Relationships: Contacts with longest interaction history
- Service Champions: Contacts who consistently rate service highly
Trend Analysis ​
- Contact Satisfaction Over Time: How satisfaction changes for individual contacts
- Calling Pattern Changes: How contact behavior evolves
- Issue Resolution Trends: Whether contact issues are being resolved more effectively
- Service Improvement: How service quality changes for specific contacts
How to Access Contact Analytics ​
Step 1: Navigate to Analytics ​
- Go to the Analytics section in your dashboard
- Look for contact-specific analytics options
Step 2: Select Contact Analytics ​
- Choose "Contact Analytics" or similar option
- Select the specific contact you want to analyze
- Choose the time period for analysis
Step 3: Review Metrics ​
View detailed analytics including:
- Performance Summary: Key metrics overview
- Historical Trends: Changes over time
- Comparison Data: How this contact compares to others
- Detailed Insights: Specific patterns and recommendations
Key Metrics to Monitor ​
Service Quality Indicators ​
- Average Satisfaction: Overall satisfaction rating from this contact
- Issue Resolution Rate: Percentage of successful issue resolutions
- First Call Resolution: How often issues are resolved on the first call
- Call Escalation Rate: How often calls need to be escalated
Engagement Metrics ​
- Call Frequency: How often the contact calls
- Average Call Duration: Typical length of conversations
- Self-Service Success: How well the contact uses automated features
- Repeat Issue Rate: Whether the same issues come up repeatedly
Relationship Indicators ​
- Contact Tenure: How long they've been calling
- Loyalty Indicators: Consistency of using your service
- Referral Behavior: Whether they recommend your service
- Feedback Quality: Depth and helpfulness of their feedback
Using Contact Analytics ​
For Service Improvement ​
- Identify Problem Patterns: Find recurring issues for specific contacts
- Personalize Service: Adapt your approach based on contact preferences
- Proactive Support: Reach out to contacts with declining satisfaction
- Training Opportunities: Use contact feedback to improve assistant training
For Relationship Management ​
- VIP Identification: Identify your most important contacts
- Service Customization: Tailor service approaches to individual contacts
- Retention Strategies: Develop strategies to keep valuable contacts satisfied
- Growth Opportunities: Identify contacts who might benefit from additional services
Best Practices ​
Regular Review ​
- Weekly Check-ins: Review key contact analytics regularly
- Monthly Deep Dives: Conduct detailed analysis of top contacts
- Quarterly Reviews: Assess long-term trends and relationship health
- Annual Assessments: Evaluate overall contact relationship strategies
Action-Oriented Analysis ​
- Set Alert Thresholds: Get notified when contact satisfaction drops
- Create Action Plans: Develop specific strategies for improving contact relationships
- Track Improvements: Monitor whether actions lead to better outcomes
- Share Insights: Use contact analytics to inform broader service improvements
Note: Contact analytics respect privacy settings and are only available to authorized users with appropriate access levels.
If you need help interpreting contact analytics, please contact your administrator or support team!