Raya Analytics
Understand Raya's performance dashboard: conversation metrics, resolution rates, escalation trends, and how to use data to improve her answers.
Available Metrics
Raya's analytics dashboard gives you a real-time view of customer service performance across all connected channels.
| Metric | What It Shows |
|---|---|
| Total Conversations by Channel | Conversation volume broken down by chat, email, WhatsApp, social, and phone |
| First Response Time | Average time from customer message to Raya's first reply |
| Average Resolution Time | Average time from first message to conversation marked resolved |
| Deflection Rate | Percentage of conversations Raya resolved without human involvement |
| Escalation Count & Rate by Topic | How many conversations were escalated and which topics triggered them |
| Sentiment Trends | Customer sentiment (positive, neutral, negative) over time |
| Recurring Issues | Most frequently asked questions and common support topics |
| Peak Volume Hours | Times of day and days of week with highest conversation volume |
Using Analytics to Improve
Data from Raya's dashboard is most valuable when you act on it. Here are three high-impact actions you can take based on analytics.
- 1
Identify knowledge gaps
Check "Recurring Issues" for topics where Raya escalates frequently. If she escalates the same topic repeatedly, it means your knowledge base is missing content for that topic. Add the missing information and watch the escalation rate drop.
- 2
Refine escalation rules
Review "Escalation Count by Topic" to spot rules that trigger too often or too rarely. Adjust topic lists and priorities to match your team's actual workflow. A high escalation rate on a topic Raya should handle indicates the knowledge base needs updating, not more escalation rules.
- 3
Optimize response times
Use "Peak Volume Hours" to understand when your customers need help most. If Raya's average resolution time increases during peak hours, consider adding more knowledge base content for high-volume topics or adjusting auto-reply settings to handle spikes.
Frequently Asked Questions
Can I export Raya's analytics data?▾
How often is analytics data refreshed?▾
Does Raya's analytics include conversations from all channels?▾
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