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النسخة العربية

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Historical reports allow Admin Users to get information about past interactions and agents' historical performance. All the reports can be exported to an excel file for further analysis and data manipulation.

Chat reports

Chat reports can be filtered according to these fields:

Chat reports

Chat reports

  • Teams: You can choose an existing team or a previously deleted team (deleted teams will be shown under the format: Arch//)
  • Agent ID: Filter the data by agent name or agent ID (if the agent has not set its name)
  • Chat ID: Search for a specific chat using its unique ID
  • Date Range: Select the date range (max date range is 61 days) on which you will get the report's data

The report will include the following information:

MetricDescription
Chat IDUnique Chat identifier
ChannelCurrent channel of the interaction
CustomerCustomer identifier
Bot NameThe bot that handled the conversation
CreatedDate and time when the interaction was assigned to the Contact Center agent
First Response TimeThe total count in minutes between the interaction is assigned to an agent, and the agent sends the first response.
Last Assigned AgentLast agent who handles the interaction
Last Updated OnDate and Time of the last update made to the interaction
StatusCurrent status of the interaction
Total Resolution TimeTotal time since the interaction was assigned to the agent until it was finished.
Survey NameName of the survey that has been sent on chat resolution
Rating ScoreCustomer rating for this survey (on a scale of 1-5)
FeedbackAny additional feedback given by the customer (open text)

Agent reports

Agent reports can be filtered according to these fields:

  • Teams: You can choose an existing team or a previously deleted team (deleted teams will be shown under the format: Arch//)
  • Agent ID: Filter the data by agent name or agent ID (if the agent has not set its name). If you choose a team, this filter will only show the agents assigned to the team and the admin users
  • Date range: Select the date range (max date range is 61 days) on which you will get the report's data

The report will include the following information:

MetricDescription
Agent NameName of the agent
Login IDLogin ID of the agent
AvailableTotal time in the "Available" status in this team
Chats HandledTotal number of chats handled by the agent in this team
Chats ResolvedTotal number of chats resolved by the agent in this team
Average Handle TimeTotal time spend in chats divided by the chats received in the predefined teams
Average First Response TimeThe average time that the agent takes to send the first chat message in an assigned conversation for the predefined team.
Average Response TimeThe average time that the agent takes to answer messages from a customer in the predefined team
CSAT ScorePercentage of customers rated either 4 or 5 on the CSAT survey on the total sent CSATs
Surveys completedCount of total surveys that customers have given a rating
Total number of surveysCount of total surveys that are sent to the end customers
Response RatePercentage of total surveys completed on total surveys sent

Agent Logs

This is the page where you can access a log of all user activities on the platform. Here all User status related and User session-related activities can be found. This is helpful to track the availability and status changes of the platform users.

You can search the report by date range and agent name. An export report option is also available.