From automation rate and SLA compliance to team performance, breach causes, and knowledge gaps — all filterable by period, channel, and team, and exportable.
You learn performance dropped from a customer complaint, not from a dashboard.
The reports you have tell you what happened — never why, or what to do about it.
And off-the-shelf tools misread sentiment when customers write in dialect, so satisfaction numbers come out misleading.
Automation rate, SLA compliance, first-response time, and resolution rate.
The same metric for both — the real gap, not an estimate.
Not just the rate, but the reason: human delay, wrong routing, or waiting on the customer.
Response time, AI-suggestion acceptance, Arabic answer quality, and CSAT.
Which questions stopped the agent, and how often.
Period, channel, team — with report export and a link to your own BI tool.
Most analytics tell you automation dropped and leave it there. Dovera takes you to the cause: which question stopped the agent, how many times, and what to add to its knowledge — then shows you what the change did.
Return policy: 12 conversations escalated to a human that the agent could have answered.
＋ Add to knowledge✓ "Return policy" escalations dropped from 12 to 1
Not "automation is 64%". The exact questions that stopped the agent, and how often.
Add to knowledge from the same screen, not from a note and another tab.
The same metric before and after, so you know whether the change worked instead of guessing.
Every message, routing decision, and status change, as it happens.
So the numbers agree with each other and with reality.
Period, channel, team — with actions inside the dashboard itself.
Analytics reads from every module in the platform and turns numbers into actions in the same place the work happens.
Real words from customers in real estate, healthcare, and fitness.
“I spoke to many companies of different nationalities… the only one I felt truly understood me was Eng. Tarek. Personally, I'm proud that work at this level exists in Egypt — it meant I didn't have to contract an English or Indian company in the same field.”
“The platform is easy to use, helped us improve our conversion rate, and delivers strong performance — especially for the medical field. The team is very professional, and their customer support is outstanding and always responsive. Highly recommended.”
“Dovera allowed us to save 10+ hours a week through their AI agent and booking system.”
Every number comes with its cause, the action that fixes it, and a measure of the impact.
Operational metrics (conversations, queues, SLA) are live. Heavier work — sentiment analysis, quality scoring, knowledge-gap detection — runs in batches hourly or daily, and each shows its last update time.
The share of conversations resolved entirely by the agent without escalating to a human. Not the share of messages the agent sent — that looks far higher and gives you a false picture. The stricter definition keeps the number comparable against itself over time.
Yes. Export from any dashboard with the filters you've applied, plus an API and webhooks to pull data into your own BI tool or internal dashboard.
Yes — every dashboard filters by period, channel, and team, and comparison against the previous period sits beside each metric. Agent performance has its own view with a classification (top performer / needs coaching) based on response time, answer quality, AI-suggestion acceptance, and CSAT.
Yes — sentiment analysis and answer-quality scoring are built on Arabic and its dialects rather than on translation. That matters, because many tools misread sentiment when customers write colloquially, producing misleading satisfaction scores.
Book a demo and we'll show you exactly how Dovera replies, books, and opens customer profiles 24/7.
