Tips and Tools: Conversation Reporting in Loop Pulse™

Reporting is an essential part of understanding your customer base and knowing where you – as a business – can make improvements.

With Conversation Reporting for Loop Pulse™, you can gain a holistic view of customer conversations and location performance to get a better look into where your business is doing well and where your business is struggling.

In this post, you’ll learn about how to access Conversation Reporting for Loop Pulse™, what measurements are accessible through it, and how you can leverage them to improve workflows.

Conversation Reporting for Loop Pulse™

The Conversation Reporting page is broken up into 4 main measurements to help you better gage progress:

  • Conversation Sentiment
  • Conversation Summary
  • Conversation Trends
  • Location Trending Topics.

To better understand each measurement, we’ve broke them down further:

Conversation Sentiment:

The conversations sentiment chart showcases the count of submitted conversations for each of your businesses locations.

For each location, the table displays the total number of submitted conversations, how many were happy or sad, the quantity which came from SMS messages, and then their positivity rating.

Happy and sad conversations are determined based on the number of “Happy” or “Sad” conversations from the overall total. This can help you better understand how your customers feel about your business and further segment it by location.

Conversation Summary

This table shows the number of conversation sent to the Loop Inbox™. It breaks it down into how many conversations are open and how many are closed depending on the location. From here, the average “Initial Response Time” and the “Time to Close” are also displayed.

It is important to note that Loop® determines if a conversation should appear in your inbox based on the settings you configured with your accounts. For example, settings like “must contain comment” or “must contain one negative response” will affect if you see the message or not.

This is helpful in knowing the operations behind customer and team member relations. Its helps you understand how quickly your team is responding to customer messages and how efficiently they are completing requests.

Conversation Trends

This report is displayed as a line graph, from it you can see specified metrics over time. Each line represents a location and you can simply select the gear icon within the report to choose the metric you wish to plot on the graph.

The available metrics to plot are as follows:

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

With the graph you can hover over any data point to display their values on the top-right hand legend. Hovering can also showcase contextual information in a tooltip, such as the number of loops that were averaged to produce the data point. It’s a great option if you’d like to see your business’s progression.

If you have multiple locations you can select the gear icon at the top of the page to choose one or multiple locations to report on.

Location Trending Topics

In order to have visibility to this chart, Loop® requires you to have at least 25 customer conversations with comments available.

This specific report shows you what customers are talking about. It analyzes and groups conversations by their most prominent subjects and displays the words that most accurately represent their relationship.

This is achieved by analyzing the customer’s initial comments using natural language processing. This technique isn’t simply a count of repeated words across conversations but a collection of advanced algorithms to find trends through similar words or by detecting repeated relationships between similar words.

To adjust the date range of the report, select the specific dates at the top of the page in the drop down calendar. 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.

You can also select the gear icon 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 settings results in more groups of data, by more specialized topics.

How to change settings for a report

To access the settings page for your report click on the gear icon located at the top right-hand corner of the page.

From the settings page, you can select single, multiple or all locations from the location drop-down menu. You can also change the time period for the reports by clicking on the drop-down calendar on the top left-hand corner of the settings page.

If you’d like to reset to default settings, press the “Reset” button. The default settings display the report for all locations for the current week.

Lastly, the gear icon in settings gives you access to the attribute filters which allow you to select locations based on their attributes, such as region or format.

If at any time you require support during your conversation reporting, do not hesitate to contact your Benbria customer service representative.

What are some ways you think conversation reporting could help your business? Let us know in the comments, or on social media: LinkedIn | Facebook | Twitter | Instagram.