Historical 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:
- Teams: You can choose an existing team or a previously deleted team (deleted teams will be shown under the format: Arch/<TeamID>/<Team name>)
- 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
Chat reports of virtual teams
- Virtual team selection will be disabled when selecting an agent's team, as chat reports cannot be mixed.
- When selecting "Virtual Team", a sub-dropdown list to the right of the agent selection dropdown list will enable the Admin user to choose a specific bot
- Virtual Team chat report includes information on the conversations that end at the bot. Choose one team on the team's list to get historical data of the conversations that end on an agent.
The report will include the following information:
| Chat ID | Channel | Customer | Bot Name | Created | First Response Time | Last Asigned Agent | Last Updated On | Status | Total Resolution Time |
|---|---|---|---|---|---|---|---|---|---|
| Unique Chat identifier | Current channel of the interaction | Customer identifier | The entry bot that handled the conversation | Date and time when the interaction was assigned to the Contact Center agent | The total count in minutes between the interaction is assigned to an agent, and the agent sends the first response. | Last agent who handles the interaction | Date and Time of the last update made to the interaction | Current status of the interaction | Total time since the interaction was assigned to the agent until it was finished. |
Notice on the chatbot builder tests chats
The chats initiated through the "Test this bot" button on the chatbot builder will not count toward the chat reports.
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/<TeamID>/<Team name>)
- 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:
| Agent name | Login ID | Available | Chats Handled | Chats Resolved | Average Handle Time | Average First Response Time | Average Response Time |
|---|---|---|---|---|---|---|---|
| Name of the agent | Login ID of the agent | Total time in the "Available" status in this team | Total number of chats handled by the agent in this team | Total number of chats resolved by the agent in this team | Total time spend in chats divided by the chats received in the predefined teams | The average time that the agent takes to send the first chat message in an assigned conversation for the predefined team. | The average time that the agent takes to answer messages from a customer in the predefined team |
Updated over 1 year ago