Know what's happening right now. Not last week.
Live dashboards for response times, resolution rates, and sentiment — as conversations happen.
Realtime Monitor
⚡Queue spike predicted in ~18 min based on historical patterns
Most CX teams run on dashboards that show what happened yesterday. By then, the damage is done.
Historical reports show what went wrong. Real-time analytics show what's going wrong — in time to fix it.
Analytics designed for operational decisions
Not vanity metrics. Every data point connects to an action your team can take — right now.
Real-time dashboards
Live queue status, response times, resolution rates, and workload — updated as conversations happen.
AI sentiment analysis
Every conversation scored for sentiment in real time. Spot frustration and intervene before escalation.
Bottleneck detection
Auto-identifies queue buildups, routing failures, and SLA risks before customers notice.
Topic clustering
AI groups conversations by topic — tracking, complaints, returns. See what drives volume.
Actionable reports
Pre-built and custom reports. Export-ready for boards. Scheduled delivery to stakeholders.
Capacity forecasting
Volume patterns plus staffing data — know when to scale up, rely on AI, or scale down.
Real-time monitoring
Live operational dashboard with AI insights.
Realtime Monitor
⚡Queue spike predicted in ~18 min based on historical patterns
CSAT Dashboard
All channels · Last 30 days
CSAT isn't a number. It's an early warning system.
Broken down by team, agent, queue, and channel — know where to focus the same day.
- Per-channel comparison — which channels delight, which frustrate
- Per-agent scoring surfaces coaching opportunities with data
- Weekly trends catch dips before they become sustained problems
- Satisfaction reasons categorised — customers tell you why
Every comment. AI reads them all.
Every comment classified by sentiment, topic, and root cause — automatically.
- AI classifies every comment: positive, neutral, negative — with root cause
- Topic clustering reveals what customers actually talk about
- Negative sentiment mapped to actionable operational improvements
- Daily volume tracking catches storms before they trend
Comments & Sentiment Analysis
All comments analysed in real time · All channels
Sales Insights
AI-generated · Updated nightly
📈WhatsApp drives 43% of confirmed sales — 2.1× higher conversion than other channels
Every conversation has a revenue signal. AI finds it.
AI classifies sales conversations as confirmed, abandoned, or recovery opportunity.
- Sales value tracked per conversation, channel, and agent — automatically
- Abandoned order causes identified: price, stock, shipping, payment
- Recovery rate measured — see how much revenue your team saves
- Channel comparison shows where sales conversations convert best
See your real-time CX dashboard
Teams using Tactful Analytics achieve +40% CSAT. See the data.
SLA compliance tracked in real time. Not after the breach.
SLAs per workgroup, channel, and priority — at-risk conversations surfaced before breach.
- First response SLA — time to first reply, per channel and priority
- Resolution SLA — total time to resolution with configurable targets per workgroup
- At-risk alerts — approaching breach triggers flagging and auto-escalation
- Breach analysis — drill into why: queue depth, agent capacity, routing delays
Every conversation is a data point.
AI makes them count.
Revenue signals, bottlenecks, experience gaps, and compliance risks — surfaced in real time.
Order tracking queries spike 43% after campaigns — proactive dispatch notifications could cut WISMO volume by ~60%
- Identify recovery opportunities from conversation patterns
- Track conversion signals across digital channels
- Surface revenue-at-risk before it affects quarterly results
- Identify bottlenecks and optimise automation coverage
- Reduce cost-per-resolution with AI-guided recommendations
- Predict queue spikes from historical patterns
- Real-time CSAT signals and early churn indicators
- Sentiment trends surfaced before they hit quarterly reports
- Channel-level satisfaction comparison
- Flag risky interactions automatically
- Monitor SLA adherence across teams and channels
- Surface audit-ready evidence for regulated industries
From data to decisions in real time
Analytics that don't require a data team to interpret.
Every conversation is processed
As interactions happen across all channels, the platform captures sentiment, intent, topic, resolution status, and agent performance — automatically.
AI surfaces what matters
The intelligence engine identifies patterns, anomalies, and opportunities. Revenue signals, operational risks, experience gaps — surfaced as they emerge, not in next week's report.
Your team acts on insight
Dashboards, alerts, and scheduled reports give every stakeholder the view they need. Supervisors see queues. Leaders see trends. Operations see bottlenecks.
Intelligence that drives action
Analytics that translate directly into operational improvements and recovered revenue.
Spot conversion killers in real time
34% of today's conversations are about one carrier's delivery delays. You reroute, notify proactively, and recover orders before cancellation.
Measure service quality across locations
Compare sentiment, resolution times, and topics across stores and regions. Identify where to invest and where to replicate.
Track guest sentiment across the journey
Pre-stay, during-stay, post-stay — sentiment shows where the experience breaks down. Fix the root cause, not the symptom.
SLA compliance and risk monitoring
Automated SLA tracking, compliance flagging, and audit-ready reporting. Every interaction logged, every metric defensible.
The right view for every role
One analytics engine, multiple perspectives. Everyone sees what they need to act on.
Team Leaders
Live queue status, agent workload, response times, and SLA adherence. Spot pressure building and rebalance in real time.
CX Directors
Channel performance, sentiment trends, resolution rates, and automation ROI. The executive view of your entire CX operation.
Operations Heads
Bottleneck detection, volume forecasting, topic clustering, and workflow performance. Data to optimise how your operation runs.
You cannot improve what you cannot measure. Get real-time CX visibility now.
Teams using Tactful Analytics achieve +40% CSAT improvement by acting on real-time operational data, not historical reports.
30-minute personalised walkthrough. No slides, no pressure.