How to analyze Closing Categories on Smart Agent Chat?
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At the end of every conversation, agents have to mark a closing category along with reason. This is mandatory if the closing categories have been set up initially.
While analyzing the chats, Closing Categories help you provide an insight into how many queries you are receiving for a particular category.
You can set the duration to analyze the categories.
Above the categories, you can the number of conversations analyzed along with the number of categories.
Once you open the category, you will get the further classification of the number of chats having a particular reason.
The closing category heatmap can help you analyse the high incoming number of queries you are receiving on the bot and prioritizing which user flow you can automate on the bot.