📊 Analytics

At Siena, we believe in the power of data-driven insights to enhance your customer support workflow. Our analytics feature allows you to track the performance of your automations and make necessary adjustments for optimal results.📈

Within the analytics section, you can view and filter metrics for each automation. This can be done by channel, category, status (whether active or disabled), and a specific date range.

From the analytics page, you will be able to see two tabs: Automated and Non-automated. The Automated tab provides metrics for your current automations, including:

- Triggered: This shows the total count of times an automation was activated, regardless of whether Siena responded or not.
- Sent: This indicates the total number of messages Siena sent as a result of an automation.
- Routed: This refers to the conversations that Siena directed/routed to your team. For example, when Siena needs to consult a manager for more information.
- CXP (Conversation Experience Score): After Siena interacts with a customer, each conversation is assessed and given a CXP score. This score is a comprehensive metric that evaluates various data points such as CSAT, sentiment, response accuracy, issue resolution, empathy, EQ, and the ease of necessary handoffs.

On the other hand, the Non-automated tab offers automation suggestions that can be added to capture those conversations that Siena didn't automate. These suggestions are based on our analysis and can help create new automations, thereby increasing the number of conversations Siena can handle in the future.

We hope this guide helps you make the most of our analytics feature. If you have any further questions or need assistance, please don't hesitate to reach out to our Customer Support team. We're always here to help!