Analytics
HyperConnect’s analytics dashboard offers a powerful, visual summary of all customer engagement activities, enabling businesses to monitor performance, uncover missed revenue opportunities, and improve customer interactions across channels like voice, chat, and SmartBot.
To view the Analytics page for HyperConnect:
Launch HyperConnect.
Click Analytics.
Dashboard Overview
The Dashboard Overview provides a snapshot of operational performance for the selected time range (For example: Today, Month-to-Date):
Calls: Total number of calls handled.
Calls Flagged for Review: Number of calls that require attention due to potential issues.
Appointments Managed: Total appointments scheduled through HyperConnect.
Booking Revenue: Total revenue generated from bookings.
New Guests: Number of new guests acquired.
Voice Analytics
The Voice tab provides detailed insights into call performance and customer interactions, including:
Call Breakdown: This section categorizes calls into inbound, outbound, answered, missed, and analyzed calls. It also shows whether missed calls were forwarded to voicemail or SmartBot, and if SmartBot conversations were initiated.
Call Category: Calls are classified based on their purpose, such as appointments, purchases, or other categories, allowing businesses to understand the primary intent of customer calls.
Call Duration Analysis: A heatmap representation of call duration across different times of the day helps identify peak calling hours and trends in customer interactions.
Call Sentiments: Sentiment analysis determines whether a call interaction was positive, neutral, or negative, giving businesses insights into customer satisfaction.
Call Volume Trends: A graph that tracks incoming, outgoing, and missed calls over time, enabling businesses to identify call patterns and make informed decisions to improve responsiveness.
SmartBot Analytics
The SmartBot tab provides insights into how automated interactions help manage customer communication:
Missed Calls Breakdown: Displays how many missed calls were forwarded to voicemail versus SmartBot. It further breaks down SmartBot interactions by business hours and post-business hours.
SmartBot Conversations Started: Tracks how many times the bot has initiated a conversation.
SmartBot Appointments Managed: Displays the number of bookings made via the bot.
SmartBot Conversations Abandoned: Indicates how often users left a conversation without completing an action.
Conversations Analytics
The Conversations tab provides detailed insights into customer messaging interactions across different platforms:
Messaging Breakdown: Displays key metrics such as total messages sent, received, notifications sent, and replies sent. This allows businesses to monitor customer engagement levels.
Feedback Breakdown: Tracks the average rating of conversations, the number of feedback received, the number of responses provided, and the number of negative feedback received. This helps in evaluating customer satisfaction.
Channels Overview: Shows the distribution of conversations across various communication channels such as SMS and Facebook, helping businesses assess platform effectiveness.
Feedback Sentiment Analysis: Categorizes customer feedback into positive and negative sentiments, offering insights into how customers perceive interactions with the business.
Key Insights Analytics
The Key Insights tab offers AI-powered, real-time intelligence derived from voice conversations and call data. This module helps businesses understand customer sentiment, recurring themes, and agent performance—without manually listening to calls.
It is segmented into two primary panels:
What customers talk about: This section summarizes recurring positive themes and frequently mentioned topics extracted from customer calls. For example:
Insights
Description
Gift card promotions work well
Gift cards are identified as effective upsell tools during conversations.
Frequent bookings for hair and spa
Customers often schedule haircuts, massages, and spa sessions—indicating high demand for personal care services.
What customers struggled with: This section captures pain points or negative interactions identified through sentiment analysis and phrase detection. For example:
Insight
Description
Repeated upsell attempts after refusal
Customers expressed frustration when agents persisted in selling additional services.
Frustration with long hold times
Customers mentioned being placed on hold without any communication or follow-up.
Agent Performance Analytics
The Agent tab helps you monitor how individual team members are handling customer interactions. It evaluates call sentiment, identifies strengths and weaknesses, and highlights areas where agents may need additional support. In addition to quality of interaction, the tab also tracks performance outcomes, helping you identify:
Which agents successfully converted bookings or upsells
Who struggled to convert and contributed to missed revenue
Patterns in agent behavior that impact customer satisfaction
In the Agent performance leadership: This section includes:
Total number of calls handled by each agent
Calls analyzed for performance insights
Average customer rating per agent
Sentiment analysis (positive, neutral, or negative) based on call interactions
Number of calls received and calls made by each agent