The Overview page in Managed Channels Analytics gives you a comprehensive view of your customer interactions across all connected channels, including engagement metrics, sentiment, themes, and audience demographics.
Accessing the Overview
Log in to your Lucidya account.
Go to Monitor.
Under Managed Channels, click Analytics.
Select Overview.
Key Metrics
At the top of the page, six KPI cards give you an at-a-glance summary of your channel performance:
Total Engagements — Total number of customer interactions across all connected channels.
Net Sentiment — Overall sentiment score reflecting customer satisfaction.
Total Contacts — Total number of unique contacts who interacted with your channels.
Total Requests — Total number of requests received across all channels.
Avg. Response Rate — Average rate at which agents responded to customer interactions.
Avg. Waiting Time — Average time customers waited before receiving a response.
Filtering the Data
Click Filters to narrow down the data displayed on the page. Available filters:
Channel Accounts — Filter by specific connected channel accounts.
Sentiment — Filter by sentiment type (Positive, Negative, Neutral).
Click Apply to apply the filters, or Clear All to reset them.
Interactions & Closed Conversation
This section provides a detailed breakdown of your interactions through the following charts:
Interactions — A chart showing interaction volume over the selected time period.
Themes — Distribution of conversation themes, expandable by Category.
Themes Trend — Trend of themes over time, groupable by Day and expandable by Category.
Dialects & Sub-Dialects — Breakdown of the dialects used in customer interactions.
Categories — Distribution of interactions by category.
Channels — Distribution of interactions by channel.
Gender Distribution — Breakdown of interactions by gender.
Top Countries — Top countries from which interactions originated.
Top Cities — Top cities from which interactions originated.
Each chart includes a download icon to export the data, and AI-powered charts are marked with the AI icon.
Exporting Data
To export the full overview data, click Export in the top right corner and select your preferred format.