Reports
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
- 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:
| Metric | Description |
|---|---|
| Chat ID | Unique Chat identifier |
| Channel | Current channel of the interaction |
| Customer | Customer identifier |
| Bot Name | The bot that handled the conversation |
| Created | Date and time when the interaction was assigned to the Contact Center agent |
| First Response Time | The total count in minutes between the interaction is assigned to an agent, and the agent sends the first response. |
| Last Assigned Agent | Last agent who handles the interaction |
| Last Updated On | Date and Time of the last update made to the interaction |
| Status | Current status of the interaction |
| Total Resolution Time | Total time since the interaction was assigned to the agent until it was finished. |
| Survey Name | Name of the survey that has been sent on chat resolution |
| Rating Score | Customer rating for this survey (on a scale of 1-5) |
| Feedback | Any 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:
| Metric | Description |
|---|---|
| Agent Name | Name of the agent |
| Login ID | Login ID of the agent |
| Available | Total time in the "Available" status in this team |
| Chats Handled | Total number of chats handled by the agent in this team |
| Chats Resolved | Total number of chats resolved by the agent in this team |
| Average Handle Time | Total time spend in chats divided by the chats received in the predefined teams |
| Average First Response Time | The average time that the agent takes to send the first chat message in an assigned conversation for the predefined team. |
| Average Response Time | The average time that the agent takes to answer messages from a customer in the predefined team |
| CSAT Score | Percentage of customers rated either 4 or 5 on the CSAT survey on the total sent CSATs |
| Surveys completed | Count of total surveys that customers have given a rating |
| Total number of surveys | Count of total surveys that are sent to the end customers |
| Response Rate | Percentage 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.
Updated 6 months ago