Messaging Analytics

The insight you need for impactful improvements.

Messaging analytics are your company’s secret weapon.

Delivering the best customer experience begins with insights into interactions between customers and
your brand. With Quiq’s messaging analytics, you’ll get a full view of activity, quality of support, and
the efficiency of human agents and bots in one holistic view.

Optimize agent performance for happy customers.

When you measure what matters, you can make informed changes that will have the most impact. Quiq’s reporting dashboard gives your managers a real-time and historical look at agent performance, contact center load, and KPIs related to customer satisfaction. Quiq’s AI can even help you infer customer satisfaction by analyzing sentiment—allowing managers to join or take over “high-risk” conversations.

Analytics that are a cut above the industry standard.

Quiq provides industry-standard and newly developed asynchronous communication metrics to help your team make better decisions. From essential measures like queue sizes, wait times, and agent utilization, to powerful new metrics like work time (the asynchronous equivalent of handle time), Quiq gives you the latest tools to collect the insight you need.

Track outbound message results with a click.

With outbound messaging, agents can deliver personalized messages for brand building, marketing, and building customer loyalty. Quiq’s intuitive dashboard tracks outbound SMS messages so agents and managers can see which messages were delivered, the message’s topic, and open and response rates.

Measure what matters with Quiq.

Stay on top with real-time metrics.

With Quiq, you have the insight you need right out of the box. Quiq’s real-time metrics show you how many active conversations are being worked or waiting in a queue so managers and agents can make adjustments based on what’s happening now.

The power to build custom messaging solutions.

In addition to our out-of-the-box features, you can refine your analytics to meet your company’s specific needs with custom solutions like webhook events (automatic responses to predetermined triggers) and customized business intelligence and e-commerce solutions, such as:

  • Queue sizes and waiting time
  • Contact center load tracking
  • Agent utilization
  • Completed conversations

Messaging analytics are your x-ray vision.

Great customer experience starts and ends with your employees. Messaging analytics give you insight into employee performance so you can easily find coaching opportunities for in-the-moment improvements. Quiq calculates key metrics like average and first response time for individual conversations aggregated over an agent’s shift.

  • Sort conversations in order of estimated customer satisfaction to focus efforts on at-risk interactions
  • Easily open and view active conversations in real-time
  • Lend a guiding hand by joining a conversation and helping coach the agent
  • Instantly take over a conversation, ensuring customers can get the help and expertise they need when they need it

Flexible reporting for diverse needs.

Quiq allows you to look at your key metrics in multiple ways. View Quiq reporting metrics for the last hour, day, week, or month, or use a custom time range. With Quiq’s historical reports, you can view statistics for specific queues, conversations, and agents.

  • Understand how long customers are in a particular queue and their wait times
  • Search past conversations by the customer, queue, agent, date, time, channel, and more
  • Track your call center load, so you manage operations more efficiently
  • Export conversations and blend them with other business data for better decision making

From set up to customization, Quiq has you covered.

At Quiq, we’ve been building Conversational AI solutions for marketing, service, and customer experience since 2015 and have honed our services over hundreds of millions of interactions. When you partner with us, we’ll work with you every step of the way—from building and implementing your brand’s messaging strategy to customizing your messaging analytics.

Optimize what matters with Quiq messaging analytics.