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The Insights page
What people get in touch about and when, what came of each conversation, and how to download your records as a spreadsheet.
Insights shows patterns in your conversations, bookings, callbacks and leads. Every number is a count of real records. Nothing is estimated. Nothing on this page sends a text or email to anyone.
Choosing the period
Use 7 days or 30 days at the top. Each tile covers that period, and some compare it with the same length of time before.
The tiles
Click any tile to open more detail in a panel on the right.
Conversations
How many conversations there were, and whether that's up, down or the same as the period before. The thin bar splits them by channel. Inside:
- By channel. Phone calls, website chat, and text messages, WhatsApp or email if you use them.
- Day by day. A bar for each day.
- How many bookings, callbacks and leads were made in the same period (depending on your plan).
Outcomes
How many conversations led to a booking, a callback or a lead, and what share that is. Inside, Conversations by outcome counts each conversation once, under the first that applies:
- Booked
- Asked for a call back
- Left their details
- Rang off without speaking: a call that ended before anyone said anything
- Answered, nothing to follow up
Busiest times
The busiest day of the week and the busiest hour. Inside, charts By day and By hour (UK time). This tile fills in once there are at least 5 conversations in the period.
While you were closed
The share of conversations that came in outside your opening hours, using the hours you had set when each one started. Inside, the same split by channel.
Top questions
The most common subject, such as "Prices and costs" or "Opening hours", and how many conversations mentioned it. Inside, each subject with up to three recent examples you can click to read, and Words that keep coming up.
Subjects are picked out from each conversation's summary and first message by matching common wording, so some may be missed, and one conversation can count under more than one subject. A subject has to come up at least twice to be listed. Like busiest times, this fills in from 5 conversations.
"Not enough data yet" means there aren't enough conversations in the period to show anything.
Downloading a spreadsheet
The Download tile makes a CSV file that opens in Excel, Numbers or Google Sheets.
- Click the Download tile.
- Under What, choose Conversations, or Bookings, Callbacks or Leads if your plan includes them.
- Set From and To, or click Last 7 days, Last 30 days or Last 90 days.
- For conversations only, tick Include full transcripts if you need every message word for word. Leave it off otherwise: the file gets large.
- Click Download CSV.
What's in each file:
| File | One row per | Columns |
|---|---|---|
| Conversations | conversation | Date, Time, Channel, Name, Phone or email, Outcome, Summary, While closed (and Transcript if ticked) |
| Bookings | booking, by the date of the appointment | Reference, Appointment date, Time, Name, Phone, Status, Booked on |
| Callbacks | callback request | Reference, Date, Time, Name, Phone, Reason, Status |
| Leads | lead | Reference, Date, Time, Name, Phone, Reason, Came from, Status |
Good to know:
- If nothing falls between your dates, you still get a file, with just the headings.
- Conversations older than your privacy setting have already been deleted, so they won't be in the file. See Privacy in Settings.
- Anything in a cell that a spreadsheet could run as a formula is saved as plain text, to keep you safe.
- There's a limit of 60 downloads an hour per person.
Keep downloaded files somewhere safe. They contain your customers' names and numbers.
Still stuck? Write to hello@callscovered.ai with your business name and what you were trying to do, and a person will reply.