Conversation
Reports of the conversations which has happened over time, can be viewed in the Reports Section. Click on Reports icon on home page.
The below window opens up with Overview of the Reports. Click on conversations.
Report can be generated for various durations. This can be done by selecting the time period in the drop-down list as shown below. By default, it is for last 7 days.
Report can be grouped using the group by filter. Each date range has different group by filter. Date range to group by filter mapping given below.
| Date Range | Group By |
|---|---|
| Last 7 days | Day |
| Last 30 days | Day, Week |
| Last 3 months | Day, Week, Month |
| Last 6 months | Day, Week, Month |
| Last year | Day, Week, Month |
| Custom date range | Day, Week, Month, Year |
Conversations
Click on Conversations tab in Reports. The graph will show the conversation happened on the selected days. On pointing the mouse to a particular graph of the day, the details of the conversations happened on that day can be found out. An example is given below. On May 28, 23 conversations occurred.
Incoming Messages
Click on Incoming Messages tab in Reports. The graph will show the number of incoming messages happened on the selected days. On pointing the mouse to a particular graph of the day, the details of the number of incoming messages happened on that day can be found out. An example is given below. On May 27, 70 incoming messages occurred.
Outgoing Messages
Click on Outgoing Messages tab in Reports. The graph will show the number of outgoing messages happened on the selected days. On pointing the mouse to a particular graph of the day, the details of the number of outgoing messages happened on that day can be found out. An example is given below. On May 27, 31 outgoing messages occurred.
First Response Time
Click on First Response Time tab in Reports. The graph will show the average time taken to give first response to a conversation with a customer. On pointing the mouse to a particular graph of the day, the average time taken for first response and the number of conversations used for the calculation of first response in that particular day can be found out. For example, on May 29, average First response time was 1 Day 20 Hr based on 4 conversations.
Resolution Time
Click on Resolution Time tab in Reports. The graph will show the average time taken to resolve a particular conversation with a customer. On pointing the mouse to a particular graph of the day, the average time taken for resolving conversations and the number of conversations used for the calculation of resolution time in that particular day can be found out. For example, on May 29, average First response time was 4 Day 22 Hr based on 8 conversations.
Resolution Count
Click on Resolution count tab in Reports. The graph will show the number of conversations resolved on the selected days. On pointing the mouse to a particular graph of the day, the details of the number of conversations resolved on that day can be found out. An example is given below. On May 28, 11 conversation was resolved.
Download agent Reports
Details of performance of Agents can be done by clicking the Download agent Reports button given on the right hand top side of the page. The report will be downloaded in csv format. Example given below.
Business Hours
Business hours are used to configure the availabilty of each channel. If Business hours are configured, report data would be calculated based on the business hours.
Go to Inbox Settings. Choose Business Hours tab and update the availabilty.
Toggle Business Hours to see report based on business hours.
Business hours is supported for Conversation, Agent, Inbox, Label and Team Reports.
Trend
The trend shows the percentage of increase in the metric data. It is displayed on the right side of each metric in the report. Calculation of trend in given below.
trend = ((current - previous)/previous)*100
Trend is supported for Conversation, Agent, Inbox, Label and Team Reports.