Conversation Intelligence Dashboard

Overview

The Conversation Intelligence Dashboard is designed to give you deeper, sharper insights into every conversation with your contacts. From emotional tone to conversation growth and trending topics, gain a better understanding of the impact you're having on your contacts as you help them toward more positive outcomes--then use this information to shape future outreach and communication strategy.

Our conversation intelligence uses contextual AI, not rigid formulas, to surface insights from conversations, helping teams track engagement patterns and outcomes with minimal manual review.

If you are brand new to Mongoose, you won't have any data yet. After you start sending messages and your first conversation closes, your dashboard will start populating with data.

*Notes: 

• Mongoose will be continuously adding enhancements to this dashboard in upcoming releases to help you and your teams drill down further into conversation data.
• Users without Text access will not see this dashboard.

Dashboard Breakdown

The Conversation Intelligence Dashboard includes data at three levels: Organization, Team, and Mine.

• Organization: This view contains conversation data analyzed for ALL teams within an organization.
• Team: This view contains conversation data for only the team you are currently logged into/viewing. You will need to switch teams to see other "Team" specific data.
• Mine: This view contains data for conversations that you have personally been a part of.

Note: Admins have access to all three tabs; Users have access to the Mine tab only.

Overview 

The overview looks at conversation trends based on the last 3 months (90 days) of data and displays the number of conversations and sentiment that has been extracted from the conversations. Conversations are analyzed to understand what emotions are expressed by contacts, showcasing the human element and feeling behind their messages.

What is a conversation? A conversation is a set of messages containing at least one incoming and one outgoing message. After 3 days of inactivity, the conversation is considered "closed" and is analyzed. By looking at conversations instead of individual messages, you will gain a deeper understanding of contact engagement.

Automated messages such as smart message auto-replies, keyword auto-replies, and OOO messages are analyzed as part of conversation data.

What is sentiment? Mongoose can review conversations and uncover what the contact's sentiment was and whether the tone was very positive, positive, neutral, negative, or very negative.

What are frequently expressed emotions? Our analysis will identify the emotion expressed by contacts within conversations. The analysis is instructed to only extract one emotion per conversation and it's based on only the contact's messages--not the user. If there are multiple, it'll select the most relevant/prevalent one.

The dashboard will display the top 5 emotions expressed throughout all conversations in the data set and the percentage of conversations that contained each emotion. Possible emotions include: Joy, Anger, Sadness, Confusion, Satisfaction, Fear, Surprise, Interest, Neutral.

Resolution Status 

Resolution status is an interactive chart that automatically evaluates conversations and determines if they’re Resolved, Unresolved, or Responded to (the last message in the conversation was outgoing, but the contact never wrote back). Users are provided with a unique view into the degree to which contacts are receiving help and having their needs addressed. Unresolved conversations present opportunities for tactical improvements for better communication and outreach.

• Resolved: AI analysis of the conversation determined that the contact's questions/concerns were addressed.
• Responded: AI analysis of the conversation determined that a user replied but the contact did not respond back. (Reminder: A conversation must contain at least one incoming and outgoing message)
• Unresolved: AI analysis of the conversation determined that the contact's questions/concerns were not fully addressed. 

You can hover over each section to see the percentage of conversations and number of conversations that are being pulled into that status. 

Note: Future enhancements will allow users to drill down further into specific conversations. For now, if you'd like to discover which conversations went unresolved, please reach out to your Client Success Manager (click the Schedule a Call button on the dashboard) to set up a call to discuss your insights.

Conversations Per Contact

Conversations Per Contact looks at how often messages are turning into conversations and how often contacts are coming back to communicate with you and your team(s). 

More conversations = more engaged constituents that are more likely to achieve desired outcomes. Mongoose looks through conversation data over a 3 month period and seeing 2+ conversations = valuable proof that contacts are coming back to have more conversations showing that outreach is working.

You can hover over the number of conversations to see how many contacts engaged in that number if conversations.. 

For example, if you hover over the bar for "2", it will tell you exactly how many contacts had 2 conversations in the 3 month period.

Top Trending Topics

Trending topics chart looks at the most frequently discussed topics based on the type of team. Knowing what topics are surfacing the most allows you to focus efforts on improving clarity and communication around those topics. This data can also be used to influence changes to your communication strategy or shine light on key items to focus resources on whether it's increasing outreach, refining processes, or providing better experiences.

The " organization" view contains topics from across all teams while "team" view as team specific topics. 

The chart provides a breakdown of the top 5 most frequently discussed topics and the percentage of conversations they were part of. The analysis only allows for one topic per conversation. If multiple are detected, the most relevant topic within the conversation will be selected.

Each type of team (Admissions, Financial Aid, Advancement etc.) has a different set of topics specific to their usage. Click here to see what topics are available per team.

Conversations (Last 12 Months)

The conversations graph shows a cumulative view of the last 12 months of conversations. It's important to have empathetic, productive, two-way conversations to more effectively understand and address constituent needs and priorities. The goal should be to have as many of these conversations as possible to help achieve positive outcomes. 

The graph will showcase growth in conversation count over time, allowing you to understand the cumulative impact of conversations and points in the year where communication may increase or drop.

Note: Chat and WhatsApp conversations will be included in a future release.