This guide will explain the features of the Tekst Analytics overview, ensuring you can easily access and interpret the data to make informed decisions for your business. It predicts the topics, trends, and patterns emerging from your communications. 

The overview contains 3 main parts:

1. Volume insights

The volume insights offers a detailed view of the quantity of traffic over specific periods.
This allows you to monitor the number of messages sent and received, the response time, resolution time and much more.

By analyzing volume trends, you can gain insights into communication patterns, peak activity times, and shifts in focus areas. Whether you're tracking overall traffic or diving into specific topics, Volume Analytics helps you understand the scale and dynamics of your business communications, enabling more strategic decision-making.

Learn more about how Tekst provides volume insights here

2.  Topic Insights

Topic Insights gives you a deep understanding of the specific themes and topics driving your communication.

The custom model analyzes the content of your messages to identify the most prevalent subjects, emerging trends, and shifts in conversation focus. This feature helps you stay on top of what matters most to your business, allowing you to track the relevance of topics over time and respond proactively to changes in the communication landscape. With Topic Insights, you can better align your messaging with current priorities and enhance the effectiveness of your strategies.

3.  Message Feed

The Message Feed feature provides a real-time overview of your messages.

This allows you to see individual emails alongside their associated topic predictions, giving you immediate context for each communication. By viewing the Message Feed, you can quickly assess which subjects are being discussed, identify important trends, and gain a clear understanding of your email traffic's content flow. This feature streamlines the process of monitoring and managing your communications, making it easier to stay informed and responsive to the evolving needs of your business.

4. Topic Discovery

Topic discovery uses AI to analyze messages across your inboxes and automatically identify the most common topics your team handles. You can use discovered topics to bootstrap a classification model without manual setup.

Learn more about topic discovery.

This guide will discuss what metrics are offered in the volume insights section on the Tekst dashboard. 
The volume insights offers a detailed view of the quantity of traffic over specific periods.
This allows you to monitor the number of messages sent and received, the response time, resolution time and much more.

The dashboard for volume insights contains 5 main components:

1. Group/inbox filter

2. Date range

3. Toggle between conversations, messages, first response time or resolution time

4. Participants

5. Messages

1. Group/Inbox Filter

This filter allows you to filter the metrics on inboxes and/or groups. 
Groups are a list of inboxes that can be created in the 'Inbox' section. By selecting a group, all the metrics will change to those that correspond with the data from that specific group.

The horizontal scroll bar contains all the groups that have been created and that are accessible by the user. 

Besides a group, you can also select 1 or more individual inboxes by opening the dropdown menu under "All". Select the inboxes you want to capture and click "Apply".

The default view of the dashboard displays data from all inboxes over a two-week period. 
You can change the default group by clicking on the desired group.

2. Date Range

Setting the date range allows you to view insights for a specific time period. You can choose from the following options:

• 1 Week (7 days)
• 2 Weeks
• Month
• Quarter
• Year
• Custom

The custom option allows you to select two dates to define a specific time frame. In the example below, the selection will return insights from July 1, 2024, 00:00 to August 27, 2024, 23:59.

3. Conversations, messages, first response time and resolution time

3.1 Conversations

The dashboard displays the number of conversations that are received for the inboxes you have selected. A conversation can include multiple messages and is equivalent to a case in Zendesk or Salesforce, or a mail thread in Outlook.

By hovering over the chart, you can view the exact number of conversations, along with the value of the previous period.

3.2 Messages

The 'Message' tab gives the user an overview of the number of messages. A conversation can contain one or more messages. Customers can use this metric as an indicator as to how much time an agent has to spend (x amount of minutes per message) to solve a case. 
The higher the messages/conversations ratio is, the more messages an agent has to manage to solve a single case.

3.3 First response time

The first response time indicates how long it takes on average for an agent to respond to a new conversation.

When selecting the First Response Time (FRT), you can set the FRT target to be 1h, 6h, 12h, 24h, or 72h. This target will give you visibility on how many messages have been responded to within the target. As with conversations and messages, you can filter data for this metric on group level and on personal inbox level through the group/inbox filter as described in the first chapter of this article.

When reviewing the first response time, the right metric will change to 'Responded Rate' and 'Response Time'.

'Responded rate' is the number of messages that have been responded to for the chosen time range. 
Hovering over the bar will reveal the absolute numbers.

'Response Time' gives an overview in percentage and absolute numbers. 
Changing the FRT target will correspond with the numbers in the graph. 

3.4 Resolution Time

Resolution time is the time it takes for an agent to resolve the case. 
This information is not available for every type of integration. Currently, Tekst provides resolution times for these integrations:

• Zendesk
• Salesforce
• HubSpot

You can change the filter on the resolution time similar to the first response time to reflect the SLA's that you would like to review (1h, 6h, 12h, 24h, or 72h).

Rather then a 'Responded Rate' as displayed when reviewing the first response time, we can now review the 'Resolved Rate'. 
This gives the user an overview of the amount of tickets that have been resolved for the chosen time period.

4. Participants

The bar chart on the right, labeled "Participants," displays the number of people involved in each conversation. This provides insight into how many individuals are impacted by incoming messages.

A participant is counted when a unique user or email address appears in the "to," "from," "cc," or "bcc" fields of a message.

In the example below, 62% of conversations have 2 participants, meaning one person is sending a message to another person (or a shared account).

Generally, a higher number of participants may indicate that resolving the request requires involvement from multiple people, which could suggest inefficiencies and longer resolution times.

5. Messages

Below the 'Participants' chart we find the bar chart that gives an overview of the number of messages. Tekst works with conversations and messages. The messages bar chart gives an overview of the number of messages that are part of a conversation. If a conversation holds 2 conversations, this means that the agent was able to solve and close the ticket with just one response. This metric is a good way of knowing the number of times an agent has to work on a given ticket.