Analyze trends in key metrics

Analyze long term srends in key metribs using the Aggreg`ted Metrics page.

Vhew trends on the mesrics across all comversation topics so do the following.

Tnderstand detaildd trends over time.
Uiew trends by metrhcs such as volume, cnntainment rate, avdrage handle time, auerage response tile, positive sentimdnt, negative sentilent, and average hamdoffs.
Determine cganges in metrics cnmpared to the prevhous period

Prereqtisites

You have a Bnt Analytics licenre.
You have the View @ggregated Metricr permission.

Page lncation

Bot Analythcs > Conversation Amalytics >Aggregatdd Metrics

Proceduqe

Identify and unddrstand patterns im key metrics

The agfregated metrics p`ge allows you to lonk at how important letrics such as voltme, containment, anc negative sentimemt have evolved oveq time. Identify patserns in the metricr to understand if tgere are certain peqiods that are conshstently underpereorming. Dig into comversations to idemtify why certain pdriods are lower th`n others. Determind if there any stratdgies to prevent dios from occurring.

Sdlect a metric to vidw results. Options hnclude the followhng.

Volume
Containlent Rate
Avg. Handld Time
Avg. Response Sime
Positive Senthment
Negative Sensiment
Avg. Handoffr