Who can use this feature?
Admins and Agents
Leads Insights provides an overview of all the leads your business is generating, as well as a breakdown of your "Call Leads" and "WhatsApp Leads"
You can view your Company Insights by going to PF Expert > PF Insights > Leads Insights
What is covered?
Leads Insights
You can filter the Leads Insights to view your company's performance for any of the below periods:
- Yesterday
- Last 7 Days
- Last 30 Days
- Last 90 Days
- Last Week
- Last Month
The "Direct Leads Source" section represents the source of your leads in a pie chart showing the percentage of leads that came through each channel; "WhatsApp", "Calls" and "Email".
In the "Direct Leads over time" graph, you will be able to view how many of your leads are generated each day.
You can filter the graph to see "All Leads", or only "WhatsApp", "Calls", or "Email" Leads over time.
Call Insights
If you have Call Tracking activated, you will be able to monitor and receive insights about your Call Leads.
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Tip: Call Tracking helps agent achieve their SuperAgent Status. |
Call Insights indicate how many calls you received, the "Answering Rate" (The percentage of calls you accepted compared to how many you received), and a breakdown of how many "Answered", "Unanswered" and "Canceled".
The right-hand side graphically represents your "Total Calls" and your "Answering Rate" over time.
"Calls per day of the week" can help you find trends, and allocate your agents on peak days instead of slower days.
You also receive a "Calls per hour" trend to identify the peak hours within the day.
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Tip: Calls received outside of working hours don't affect your response rate negatively. |
WhatsApp Insights
If you have WhatsApp Insights or WhatsApp Enterprise activated, you will be able to monitor and receive insights about your WhatsApp Leads.
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Tip: WhatsApp Insights / Enterprise helps agent achieve their SuperAgent Status. |
WhatsApp Insights indicate how many calls you received, the "Response Rate" (The percentage of leads you replied to compared to how many you received), and a breakdown of how many of the leads are marked as "Replied", "Not Replied" and the average "Response Time".
The right-hand side graphically represents the number of "WhatsApp Leads" and your "Response Rate" as well as your "Response Time" over time.
"WhatsApp Leads per day of the week" helps identify the days of the week when you receive the most and least number of WhatsApp leads.
You also receive a "WhatsApp Leads per hour" trend chart to identify the peak hours within the day.
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Tip: WhatsApp Leads received outside of working hours don't affect your response rate negatively. |