Insights Overview

Cloodot's Insights provide powerful analytics and reporting tools to help you understand your customer conversations, track performance metrics, and measure marketing campaign effectiveness.

What are Insights?

Insights in Cloodot are comprehensive analytics dashboards that give you visibility into:

• Conversation Performance: Track session counts, agent performance, sentiment analysis, and conversation patterns
• Marketing Campaigns: Monitor campaign engagement, button clicks, and customer interactions
• Channel Analytics: Understand which channels drive the most conversations
• Team Performance: See how your human agents are handling conversations

Insights Sections

Cloodot Insights consists of two main sections:

Accessing Insights

You can access Insights from the main navigation:

1. Click on Insights in the left sidebar
2. Choose between:
   • Conversations - View conversation analytics
   • Marketing - View campaign analytics

Key Features

Real-Time Updates

All insights are updated in real-time with a "Live" badge, ensuring you always have the most current data.

Flexible Filtering

• Time Ranges: Filter data by today, yesterday, last 7 days, this month, this year, or all time
• Channel Filtering: Focus on specific channels (Instagram, Facebook, WhatsApp, WebChat)
• Campaign Filtering: Analyze specific marketing campaigns

Visual Analytics

• Charts and Graphs: Visual representations of your data
• Heatmaps: See conversation patterns by day and hour
• Distribution Charts: Understand sentiment and label distribution
• Performance Tables: Detailed metrics for agents and campaigns

Use Cases

Monitor Team Performance

Track how your human agents are performing, including:

• Number of conversations handled
• Average response times
• AI handover rates

Understand Customer Sentiment

Analyze conversation sentiment to:

• Identify areas for improvement
• Track customer satisfaction trends
• Respond to negative sentiment proactively

Optimize Marketing Campaigns

Measure campaign effectiveness by:

• Tracking button click rates
• Understanding customer engagement
• Identifying high-performing campaigns

Identify Conversation Patterns

Use traffic heatmaps to:

• Understand peak conversation times
• Plan staffing accordingly
• Optimize response strategies

Advanced Topics

Advanced Analytics

• Conversation Insights - Deep dive into conversation metrics, agent performance, and sentiment analysis
• Marketing Insights - Detailed campaign analytics, button clicks, and engagement tracking

Using Insights for Optimization

• Segments - Create segments based on insights data for targeted campaigns
• Campaigns - Use insights to optimize campaign targeting and messaging
• AI Agent Configuration - Adjust AI agent settings based on conversation insights

Data-Driven Decisions

• Custom Fields - Track custom metrics using custom fields in insights
• Labels - Analyze label distribution and usage patterns
• Contacts Overview - Use insights to understand contact behavior and engagement

Next Steps

• Learn about Conversation Insights - Detailed analytics for your conversations
• Explore Marketing Insights - Campaign performance and engagement metrics