Conversation Analytics

The Conversation page shows how every conversation in Cekat AI is performing. Use filters such as date, label and inbox to narrow down the data to what you need.

Here are the main metrics on this page:

A. Total Conversation

Shown as a line chart, this metric tells you how many conversations took place in a given period. It counts unique conversations per customer, or Monthly Active Users (MAU), so you can see how many customers are talking to you.

B. Peak Chat Hour

Also shown as a line chart, this helps you spot your busiest hours, when the most messages come in.

C. Returning Rate

Shown as a pie chart, this compares new customers (first-time customers) with customers who come back for another conversation (returning users). It's a good way to measure retention.

D. Resolution Rate

Shown as a pie chart, this shows the percentage of conversations resolved by the AI compared with those handled by human agents. It helps you judge how well your AI handles customers.

E. Conversation Source

Shown as a pie chart, this shows where most of your conversations come from, such as Tokopedia, WhatsApp, Messenger and others. It tells you which channels your customers use most.