Ticket Analysis (or Chat Analysis) is an application specifically designed to assist your support team in obtaining a quick overview of the current conversation and analyzing its sentiments.
With this tool, your team can efficiently assess the key details and sentiment of the conversation, allowing for more informed and effective responses.
Ticket Analysis (or Chat Analysis) is designed to automatically run whenever you open a new conversation. The positioning of the Chat Analysis feature will vary depending on the specific help desk platform you are using.
The application consists of three main parts:
Chat Overview: This section provides key information about the current conversation, including the total number of messages, average response time, and the time of the last message.
Summary: Here, you can find a concise summary of all the messages within the conversation. This summary aims to provide a quick overview of the conversation's content.
Sentiments: This section presents four types of information related to sentiments. It includes the overall tone of the conversation, the tone of the agent's responses, the urgency level, and the satisfaction level.
If there is insufficient information available, the sentiments section of the Ticket Analysis application will display the value "Undetermined." In such cases, certain information may not be shown.