Category: 09. Analytics

InteractionZ is the term that describes message interactions between a company and a contact, which can be active or receptive. Active interactions are messages sent directly by the company to the contact's device, while receptive interactions are those initiated by the contact in response to these

The Contact Behavior panel in Zenvia Customer Cloud centralizes metrics related to your contact base and the conversations held with those contacts, regardless of the channel. This feature helps you understand the dynamics between your brand and your consumers, as it provides insights into customer

Zenvia Customer Cloud broadcast report provides information to monitor and track the technical details of your communications, such as broadcast status, contact data, respondents, and common errors in sending. ⚠️ Attention: This feature is only available to users with the Viewer, Operator or Admin p

The Support Conversations report in Zenvia Customer Cloud provides detailed information about the Support Service conversations. Use it to analyze and generate comprehensive reports on your chat support interactions. ⚠️ Attention: This feature is available for users with Viewer, Operator, and Admin

The Channels report in Support Service in Zenvia Customer Cloud shows all information about tickets received through different communication channels. Use it to analyze and generate detailed reports to improve your team's performance and service quality. ⚠️ Attention: This feature is available for u

The Response Time (SLA) report in Zenvia Customer Cloud shows all the information about Support Service response times for tickets. Use it to analyze and generate detailed reports on tickets handled by SLA agreements. ⚠️ Attention: This feature is available for users with Operator and Admin profiles

TheTickets Attended report in Zenvia Customer Cloud shows all tickets attended by the Support Service teams. Use it to analyze the performance of your agents and the quality of service provided. ⚠️ Attention: This feature is available for users with Viewer, Operator, and Admin profiles. How to Analy

Scheduled test drives Analysis is a feature of the Analytics module of Zenvia Customer Cloud that provides reports on requests for demonstrations of your product. If your company is a dealership, for example, you can register all TestDrives for a car. The metrics are derived from conversations held

Scheduled Visits is a feature of the Analytics module of Zenvia Customer Cloud that provides reports on the quantity of scheduled and received physical visits in your company.  The metrics are derived from conversations held in the Sales module.  You can filter the data by groups and time period to

Operation performance is a feature of the Zenvia Customer Cloud Analysis module. Here, you'll find reports on new contacts and conversations held in the Customer Inbox. Filter data by groups and time periods to analyze in detail the metrics of the Sales module, such as response time and interactions