Your team talks.
Nexen analyses everything.
The only inbox that analyses messages and calls together. Real-time for supervisors. Business intelligence for management. Without switching tools.
Intervene before the problem escalates
The supervisor sees in real time what's happening in the team: who's on a call, how long the queue has been waiting, if a customer is frustrated, and if any conversation has gone too long without resolution.
- Agents on call and available right now
- Waiting queue with accumulated time per conversation
- Ongoing sentiment detected by AI on every channel
- Automatic alerts: conversation >X min, negative sentiment, critical queue
- CSAT of the day updated in real time
- Metrics per agent: active conversations, average time, resolution
Turn conversations into decisions
Quantitative and qualitative analytics in one dashboard. Not just how many tickets — why they arrive, which ones the AI resolves, and what your team should change.
- Most frequent topics automatically detected by AI (no manual tagging)
- Week-on-week trends: what's going up, what's going down
- Channel with highest abandonment and action recommendation
- Peak hour and day of demand to optimise shifts
- Performance by agent: who resolves most, who escalates most
- AI ROI: how many agent hours it saved this week
KEY DIFFERENTIATOR
Others analyse messages.
Nexen analyses messages and calls.
Most platforms only analyse written messages. Nexen transcribes every call with AI and cross-references that analysis with all other channels — one unified dashboard for your entire business intelligence.
Written messages
- Web chat
Voice calls
- AI transcription
- Sentiment
- Detected topics
- Duration and outcome
One single dashboard
- All unified
- By channel and agent
- Real-time + BI
- API export
METRICS
What you can measure with Nexen Analytics
No manual setup. Available from day one.
First response time
By channel and by agent
CSAT / NPS
Customer satisfaction in real time
First contact resolution rate
Without escalations or re-contacts
Average call duration
By agent and by reason
% Resolved by AI
Without human intervention
Volume by channel
WhatsApp, voice, email, chat
Top 10 contact reasons
Automatically detected by AI
Abandonment rate
By channel with recommendations
FAQ
Questions about analytics
Is the data real-time?
Yes. The supervisor dashboard updates in real time: active calls, waiting queue, ongoing sentiment and alerts. Management reports consolidate historical data with hourly updates.
Does Nexen also analyse phone calls?
Yes, and that is the main differentiator. Every call is automatically transcribed with AI. That transcript is analysed just like a WhatsApp message or email: sentiment, frequent topics, contact reasons. One unified dashboard for all channels.
Can I export the data?
Yes. CSV export from the panel on all Business plans and above. Full API REST access to integrate data into your own BI tool (Power BI, Tableau, Google Data Studio, etc.).
Are there automatic alerts for the supervisor?
Yes. You can set up alerts when a conversation exceeds X minutes without resolution, when detected sentiment is negative, when the queue exceeds a threshold, or when an agent has been too long without responding.
Ready to make data-driven decisions?
See how Nexen Analytics works with a live demo for your team.
14 days free · No credit card · Setup in 28 min