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Operation

Operation

The Operation feature streamlines processes by automating repetitive tasks and offers valuable insights for business growth through chat analysis.

Overview

Operation in Ulka Chat provides analytics, reporting, and automation tools to help you understand customer behavior, optimize operations, and improve efficiency. Use Operation features to track performance metrics, analyze conversations, and identify opportunities for improvement.

Analytics

Overview Dashboard

View a comprehensive overview of your operations at a glance.

  1. Navigate to Operation > Analytics from the main menu
  2. View the overview dashboard with key metrics:
    • Total Conversations: Number of conversations handled
    • Response Time: Average response time
    • Resolution Time: Average time to resolve conversations
    • Customer Satisfaction: Customer satisfaction scores
    • Agent Performance: Individual agent metrics
    • Channel Performance: Performance by channel (Chat, Social Media, etc.)

Conversation Analytics

Analyze conversation patterns and trends.

View Conversation Analytics:

  1. Go to Operation > Analytics > Conversations
  2. View metrics:
    • Conversations Over Time: Graph showing conversation volume
    • Conversations by Status: Breakdown by status (Open, Resolved, Pending)
    • Conversations by Channel: Breakdown by source (Chat, Social Media, Email)
    • Conversations by Tag: Breakdown by tags
    • Conversations by Agent: Breakdown by assigned agent

Filter Analytics:

  1. Use filters to narrow down data:
    • Date Range: Select time period (Last 7 days, 30 days, 90 days, Custom)
    • Channel: Filter by channel
    • Status: Filter by conversation status
    • Agent: Filter by assigned agent
    • Tags: Filter by tags
  2. Click Apply Filters

Export Analytics:

  1. Configure your view and filters
  2. Click Export
  3. Choose format:
    • CSV: Spreadsheet format
    • PDF: Formatted report
    • JSON: Developer-friendly format
  4. Select data to include
  5. Click Export

Report will be emailed to you within a few minutes.

Response Time Analytics

Track how quickly your team responds to customers.

Metrics Tracked:

  • Average First Response Time: Time from customer message to first agent response
  • Average Response Time: Overall average response time
  • Response Time by Agent: Individual agent response times
  • Response Time by Channel: Response time by source
  • Response Time Trends: Response time over time

View Response Time Analytics:

  1. Go to Operation > Analytics > Response Time
  2. View graphs and metrics
  3. Filter by date range, agent, channel
  4. Compare periods to identify trends

Best Practices:

  • Target first response time: Under 1 minute
  • Target average response time: Under 5 minutes
  • Monitor trends to identify bottlenecks
  • Compare agent performance fairly (account for complexity)

Resolution Time Analytics

Track how long it takes to resolve customer issues.

Metrics Tracked:

  • Average Resolution Time: Average time to resolve conversations
  • Resolution Time by Type: Resolution time by conversation type/tag
  • Resolution Time by Agent: Individual agent resolution times
  • Resolution Time Trends: Resolution time over time

View Resolution Time Analytics:

  1. Go to Operation > Analytics > Resolution Time
  2. View graphs and metrics
  3. Identify conversations taking longer than average
  4. Analyze resolution time by issue type

Best Practices:

  • Set resolution time goals based on issue complexity
  • Track trends to improve efficiency
  • Identify common issues for automation
  • Train agents on common solutions

Customer Satisfaction Analytics

Measure and analyze customer satisfaction.

Metrics Tracked:

  • Overall Satisfaction: Average satisfaction score
  • Satisfaction by Channel: Satisfaction by source
  • Satisfaction by Agent: Individual agent satisfaction scores
  • Satisfaction Trends: Satisfaction over time
  • Feedback Analysis: Common themes in feedback

View Satisfaction Analytics:

  1. Go to Operation > Analytics > Customer Satisfaction
  2. View satisfaction scores and trends
  3. Read customer feedback
  4. Identify areas for improvement

Collecting Feedback:

  1. Enable satisfaction surveys in Settings > Workflows
  2. Configure survey triggers:
    • After conversation resolution
    • After specific time period
    • Manually by agent
  3. Configure survey questions
  4. Responses are automatically tracked

Agent Performance Analytics

Track individual agent performance metrics.

Metrics Tracked:

  • Conversations Handled: Number of conversations per agent
  • Response Time: Average response time per agent
  • Resolution Time: Average resolution time per agent
  • Customer Satisfaction: Satisfaction scores per agent
  • Availability: Time spent online/available
  • Response Rate: Percentage of conversations responded to

View Agent Performance:

  1. Go to Operation > Analytics > Agent Performance
  2. View metrics for each agent
  3. Compare agent performance
  4. Identify top performers
  5. Support agents who need help

Best Practices:

  • Set fair performance expectations
  • Account for conversation complexity
  • Provide training based on performance data
  • Recognize top performers

Channel Performance Analytics

Analyze performance across different channels.

Channels Tracked:

  • Live Chat
  • Social Media (Facebook, Twitter, Instagram, WhatsApp)
  • Email (if integrated)

Metrics Tracked:

  • Conversation volume per channel
  • Response time per channel
  • Resolution time per channel
  • Customer satisfaction per channel
  • Cost per channel (if applicable)

View Channel Performance:

  1. Go to Operation > Analytics > Channels
  2. Compare performance across channels
  3. Identify most effective channels
  4. Optimize channel allocation

Tag-Based Analytics

Analyze conversations by tags to understand issue types.

View Tag Analytics:

  1. Go to Operation > Analytics > Tags
  2. View metrics by tag:
    • Conversation count per tag
    • Average resolution time per tag
    • Common tags together
    • Tag trends over time
  3. Identify most common issues
  4. Prioritize improvements

Use Cases:

  • Identify common support issues
  • Track feature request frequency
  • Monitor bug reports
  • Analyze sales inquiries

Custom Reports

Create custom reports with specific metrics and filters.

  1. Go to Operation > Analytics > Custom Reports
  2. Click Create Report
  3. Configure report:
    • Report Name: Name your report
    • Metrics: Select metrics to include
    • Filters: Set filter criteria
    • Date Range: Select time period
    • Group By: Group by channel, agent, tag, etc.
  4. Preview report
  5. Click Save to save report for future use
  6. Click Export to download report

Schedule Reports:

  1. Open a saved report
  2. Click Schedule Report
  3. Configure:
    • Frequency: Daily, Weekly, Monthly
    • Recipients: Email addresses to send report to
    • Format: CSV, PDF, JSON
  4. Click Save Schedule

Reports will be automatically generated and emailed according to schedule.

Automation

Automated Tasks

Automate repetitive tasks to improve efficiency.

Available Automations:

  1. Auto-Assignment: Automatically assign conversations based on rules
  2. Auto-Responses: Send automatic responses for common scenarios
  3. Auto-Tagging: Automatically tag conversations based on content
  4. Auto-Routing: Route conversations to appropriate agents/departments
  5. Auto-Follow-up: Send follow-up messages after resolution

Setting Up Automations:

  1. Go to Operation > Automation
  2. Click Create Automation
  3. Choose automation type
  4. Configure:
    • Trigger: When automation runs
    • Conditions: Rules that must be met
    • Actions: Tasks to perform
  5. Test automation
  6. Click Save to enable

See Workflow for detailed information about automation.

Task Templates

Create reusable task templates for common workflows.

  1. Go to Operation > Automation > Task Templates
  2. Click Create Template
  3. Define template:
    • Template Name: Name your template
    • Steps: Define task steps
    • Conditions: When to use template
  4. Click Save

Use templates to standardize processes and ensure consistency.

Reporting

Scheduled Reports

Schedule regular reports to be automatically generated and emailed.

  1. Go to Operation > Reports
  2. Click Schedule Report
  3. Configure:
    • Report Type: Analytics report or custom report
    • Frequency: Daily, Weekly, Monthly
    • Recipients: Email addresses
    • Format: CSV, PDF, JSON
    • Include: Select data to include
  4. Click Save Schedule

Reports will be sent automatically according to schedule.

Report Library

Access and manage saved reports.

  1. Go to Operation > Reports > Library
  2. View all saved reports
  3. Click report name to view
  4. Click Edit to modify
  5. Click Delete to remove
  6. Click Export to download

Data Export

Exporting Data

Export data for external analysis or backup.

Export Conversations:

  1. Go to Operation > Data Export
  2. Select Conversations
  3. Configure filters:
    • Date range
    • Channel
    • Status
    • Tags
    • Agent
  4. Choose format: CSV, JSON, PDF
  5. Click Export

Export Contacts:

  1. Go to Operation > Data Export
  2. Select Contacts
  3. Configure filters if needed
  4. Choose format
  5. Click Export

Export Analytics:

  1. Go to Operation > Data Export
  2. Select Analytics
  3. Select metrics and time period
  4. Choose format
  5. Click Export

Export files will be emailed to you within a few minutes.

Data Retention

Configure how long data is retained.

  1. Go to Settings > Organization Settings > Data Retention
  2. Set retention period:
    • 30 days
    • 90 days
    • 1 year
    • Forever (no automatic deletion)
  3. Click Save

Note: After retention period, data is automatically archived. Export data before deletion if needed.

Best Practices

Using Analytics

  • Review Regularly: Review analytics weekly or monthly
  • Set Goals: Set performance goals based on analytics
  • Track Trends: Monitor trends over time
  • Compare Periods: Compare current period to previous periods
  • Identify Patterns: Look for patterns in data

Improving Operations

  • Optimize Response Time: Identify bottlenecks and improve response times
  • Reduce Resolution Time: Automate common tasks to reduce resolution time
  • Improve Satisfaction: Use satisfaction data to improve service
  • Train Agents: Use performance data to identify training needs
  • Automate Tasks: Automate repetitive tasks to improve efficiency

Reporting

  • Regular Reports: Schedule regular reports for stakeholders
  • Custom Reports: Create custom reports for specific needs
  • Share Insights: Share insights with team members
  • Act on Data: Use data to make informed decisions

Support

Need help with Operation features? Visit our Help Center (opens in a new tab) or contact support@ulka.chat.

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