Conversations Reporting is a means to get a macro-level view of the number of interactions and general sentiment you've received in guest or customer comments.

Conversation Sentiment

This table shows a count of submitted responses for each location. The first 5 locations are automatically displayed, and a button allows you to view any additional locations (if more than 5 match the current settings). This allows the page to load quickly for accounts that have a large number of locations.

For each location, the table displays the total number of submitted conversations, how many were happy or unhappy, how many came from SMS messages, and the overall positivity rating. The positivity rating is a ratio of the number of happy conversations over the total number of conversations. Loop will also display the count of locations for which no data is available for the current reporting period.

Conversation Summary

This report shows the count of conversations that were sent to the Loop Inbox. Loop determines if a conversation should appear in the Inbox based on your account settings. These can include conditions such as “Must contain a comment” or “Must contain at least one negative response.” Super Admin users can change the Conversation Create settings in the Advanced > Account Settings page.

For each location, the report also displays how many conversations are still open and how many are closed (Archived). The average "Initial Response Time" and "Time to Close" are also displayed.

Conversation Trends

This line graph displays changes in the specified metric over time. Each line represents a location. Select the gear icon within the report to choose the metric to plot.

The available metrics are as follows:

  • Conversation Trends plots the number of conversations per time bucket.
  • Average Initial Response Time plots the average time taken for staff to send the first reply to a conversation. Conversations are grouped for averaging according to date created.
  • Average Close Time plots the average time taken for staff to close a conversation. Conversations are grouped for averaging according to date created.
  • Happiness (%) shows feedback positivity variations over time.

Hovering over data points will display their values in a top-right legend. Also, hovering over data points for metrics other than "Count of Conversations Sent to Inbox" will show contextual information in a tooltip, such as the number of conversations that were averaged to produce the data point.

Select the date range at the top of the page. If you have multiple locations, open the Report Settings menu by selecting the gear icon at the top of the page to choose one or multiple locations to report on.

Location Trending Topics

This report is a subset of the main Trending Topics report. Loop requires that at least 25 customer conversations with comments be available in the results to display the trending topics. This report shows you what customers are talking about. It analyses and groups conversations by their most prominent subjects, and displays the words that most accurately represent their relationship. The report also displays the number of sentences in each group.

This report is achieved by analyzing the customers’ initial comments using Natural Language Processing (NLP) techniques. Conversations of similar subject and context are compared and grouped together. Note that this analysis is not simply a count of repeated words across conversations; instead it uses advanced algorithms to find trends by comparing similar words, and by detecting repeated relationships between similar words.

Select the date range at the top of the page. If you have multiple locations, open the Report Settings menu by selecting the gear icon at the top of the page to choose one or multiple locations to report on. The output improves with more data; a minimum of 25 conversations with comments is required for a meaningful result.

Select the gear icon within the report to tune the granularity of the analysis. Choosing a lower Number of Topics results in fewer groups of data by more general topics. A higher Number of Topics setting results in more groups of data by more specialized topics.

Report Settings

The settings controls located at the top of the page include a Location drop down menu from which you can select All Locations or a single location. You can change the time period for the report by changing the start and end dates. The Reset button reverts to the default settings which are to display the report for All Locations for the current week.

Finally, the gear icon gives you access to the Attribute Filters which allow you to select locations based on their attributes.

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