Analytics

the analytics section provides agents with a comprehensive view of their inbound and outbound cobrowsing activities, helping them track performance, lead outcomes, and customer engagement key analytics cards for agents inbound analytics displays statistics related to inbound leads assigned to the agent, including captured leads total leads captured searched leads number of leads searched cobrowsing requests attended count of cobrowse sessions attended customers converted number of leads successfully converted cobrowsing requests denied by customers leads where customers denied the cobrowse request average session time average duration per session conversion rate percentage of leads converted average waiting time for attended leads average wait before session start average waiting time for unattended leads average wait in unattended scenarios service request analytics overview of service requests received outbound analytics tracks outbound lead metrics including leads searched cobrowsing requests attended customers converted cobrowsing requests denied by customers net promoter score (nps) average session time conversion rate features and insights the analytics dashboard displays data relevant only to the agent viewing it, scoped by their assigned leads adding data from the four primary tiles (captured leads, attended requests, customers converted, request denials) yields the total inbound cobrowsing requests initiated to the agent helps agents monitor their efficiency and effectiveness in customer support through measurable kpis provides insights into customer behavior, like denial rates and conversion trends enables performance tracking over specific date ranges using filters meeting analytics (related section) meeting requests are categorized by initiation type contact us button greeting bubble inactivity popup exit intent popup displays metrics like number of meetings scheduled, completed, ongoing, and average call duration per meeting