This section is essential to understanding how and when your agents respond to your clients' inquiries. In addition, you will be able to understand how your teams work and which channels generate the most conversations, filtering by origin.

Sirena considers a contact to be messages on WhatsApp, Facebook Messenger from the agent, calls (answered or rejected), emails, or SMS.

To access this report go to https://web.sirena.app/manager/reports/marketing

First response time (median).

This box shows the time between creating a contact and the first response from the advisor. It lets you compare this number with previous periods. This metric shows the average time that a client waits from the first real contact, including the time that the agent is out of the office and automatic responses from a bot.

first response time

Response time (median)

This metric shows the response time of the consultant in general, calculating not only the first response but each time the agent answers. This metric includes time that is outside of business hours and responses from a bot. In other words, it shows the average real time that a client waits for a response.

RESPONSE TIME

NOTE: If you want to calculate the first response time and average response time excluding the time outside business hours (if you have it configured), see the Team Performance report.

New Contacts

The total contacts that have been created, displayed by time period. This way, you can see which campaigns are performing best. This section includes all prospects that were created in the system

NOTE: If you filter by group, you'll see leads that came into Sirena directly to that group.

new contacts

New conversations

This shows the conversations created over a period of time. A contact can have multiple conversations. This metric allows the option to filter the channels through which conversations are initiated.

NUEVAS CONVERSACIONES

For a better understanding of what conversations are in Sirena, we recommend the following article: "What are Conversations in Sirena?"

Closed conversations

This shows the conversations that were closed in a given period of time.

closed conversations

Sources

Here you can see the performance of your team by channel and make decisions based on it. You will be able to see the total number of contacts, how many of them were contacted and how many conversations were resolved. Plus, the table shows the total incoming leads by source, excluding any leads that were deleted.

NOTE: If you filter by group, you'll see only leads that are currently in the selected group.

Table Columns

  • Source: Where the contact came from initially.

  • Contacts: Total contacts that came from this source.

  • Engaged: How many of these contacts your team responded to.

  • Closed: Number of contacts with closed conversations.

Busiest hours

It is a heat map that shows days and hours in which the greatest number of conversations were created. You can use this metric to better distribute your team's work hours.

NOTE: The heat map is not based on when contacts were created. Rather, it shows when the most conversations take place.

The information in each table is updated several times a day but doesn't update in real time.

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