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BusinessChat reporting

Your dashboard shows the numbers.
AI reveals what happened.

Analyze every customer conversation to discover missed requests, abandoned journeys and unresolved cases—even when agents did not tag or close them correctly.

Explore AI reporting ↓See it for healthcare →
Conversation intelligenceLast 30 days
Reviewed by AI4,862100% of conversations
Missed requests8441 had booking intent
Abandoned journeys1375.7% of journeys
Incorrectly closed29AI detected
✦ AI INSIGHTAppointments are the largest hidden opportunity.

Most missed requests arrive after working hours. Dental enquiries abandon before booking 1.8× more often than other specialties.

Beyond conventional reporting

Measure what agents record.
Understand what conversations reveal.

CONVENTIONAL REPORTDepends on tags, statuses and closing actions
→
BUSINESSCHAT AI REPORTINGReads the conversation and evaluates the actual outcome

01 / AI conversation intelligence

Review every conversation automatically.

AI identifies the customer’s intent, evaluates what happened and detects service gaps that event-based dashboards cannot see.

  • Automatic intent and topic classification
  • Missed-conversation detection
  • Abandoned-journey detection
  • Resolved and unresolved detection
  • Incorrectly closed conversations
  • Conversation summaries and quality assessment
Conversations requiring attentionAI reviewed · 100%
!
Missed appointment requestPatient asked for an evening slot. No meaningful response within SLA.
View conversation
↘
Booking journey abandonedSlots were offered, but the patient left before selecting one.
View conversation
○
Closed without resolutionConversation was marked closed while insurance status remained unanswered.
View conversation
Analysis is independent of manual conversation tags.

02 / Service and SLA performance

See where customers wait and where service breaks.

Track workload, response and actual resolution across teams, branches, channels and working hours.

  • Total, open and unassigned conversations
  • First-response time
  • Actual closure time
  • SLA attainment and breaches
  • Open backlog and overdue requests
  • Performance by hour and day
SLA by teamThis month
SLA achieved92%+4 pts
Actual closure18m−7%
Overdue8needs attention

Appointments96%

Reception93%

Insurance84%

Patient care91%

Insurance accounts for 62% of current SLA breaches.

03 / Journey and business outcomes

Connect conversations to the goal they should complete.

Measure how customer conversations progress from first intent to a completed action, and discover where journeys lose momentum.

  • Journey starts and completions
  • Conversion by workflow
  • Reschedules and recoveries
  • Journey abandonment
  • Outcomes by branch or segment
  • Drill-down to underlying conversations
Appointment journeyIllustrative data
2,418Enquiries
1,746Slots offered
1,284Booked
1,096Confirmed
312 journeys were abandoned before booking.

04 / Team and AI performance

Understand how people and AI contribute.

Compare workload, speed, quality, completion and handover across agents, teams and automated workflows.

AI self-service completion68%

Requests completed without human assistance

Human handover17%

Transferred with full conversation context

Team SLA achievement92%

Across all service teams and branches

Patient CSAT94%

From completed satisfaction surveys

Team performanceResolved · First response · SLA

RAReem248 resolved38 sec96% SLA

AAAhmed231 resolved52 sec94% SLA

LNLina205 resolved1m 12s92% SLA

05 / Campaign and channel reporting

Know which outreach creates action.

Measure delivery and engagement by campaign, channel, audience and branch, then connect responses with business outcomes where available.

  • Sent, delivered and failed messages
  • Reads where available
  • Replies, button clicks and link clicks
  • Ignored messages and opt-outs
  • Performance by audience and channel
  • Attributed outcomes where measurable
Appointment reminder campaignWhatsApp
8,420Delivered
7,312Read
5,864Confirmed
942Rescheduled
SentReadRespondedCompleted
Reminder responses protected 942 appointments through rescheduling.
∞Meta
OFFICIAL META BUSINESS PARTNER

Your WhatsApp operations with confidence

BusinessChat is a WhatsApp Business Solution Provider (BSP), supporting official API activation, onboarding and messaging operations.

  • Official WhatsApp Business API solution
  • Business onboarding & activation support
  • One provider for inbox, campaigns and AI

Understand every conversation

Find the service gaps your dashboard cannot see.

See BusinessChat reporting for healthcare →