Administrators & Analysts

Mavenoid provides a variety of metrics to help you understand how people are using your flows, both for self-service and live chats. Track conversations over time for each flow, drill down and see which requests have high resolution rates and which could benefit from more fine-tuning, measure support agent availability and utilization, and more.

There are multiple ways to access your analytics data.

Dashboards

Mavenoid provides built-in analytics dashboards. You can access them by clicking the hamburger menu in the top left and clicking "Analytics." For definitions of the individual metrics used, see Analytics definitions.

Note that on these dashboards, data for live support chats is updated daily at or shortly after 1:30 AM GMT. Other data is updated hourly. All displayed times are GMT.

API

Mavenoid's analytics API offers secure access to your conversation and agent data. You can then transfer this data to your data warehouse to be processed by your business intelligence tool of choice.

API data is updated in near-realtime, generally taking only a few seconds. This means you can fetch details of individual conversations on demand, right as they happen.

To access the analytics API, you'll need an authentication token. To get one, please contact your Mavenoid representative or email [email protected].

For more information on working with the API, see Analytics API.