Reports

How to read Overview Reports (realtime)?

The Overview page is a real-time update of what is happening in your account––how many conversations are open, which agents are available, etc. To view the Overview Report, go to Reports → Overview. This is what it looks like: Metrics in the Overview Report Open conversations This shows the number of conversations on your account that are currently: - Open: Ongoing customer interactions - Unattended: Unattended customer conversations - Unassigned: Conversations waiting to be assigned an agent. Agent status This shows the availability status of agents, categorized by: - Online - Busy - Offline Conversation traffic This heatmap shows what times of the day are the busiest for the last 7 days. Each cell represents the number of conversations received as a color shade; hovering over a cell will show the number of conversations received for that hour of the day. Conversations by agents This shows the number of conversations currently being handled by each agent. It can also be used to monitor their performance and workload.

How to read CSAT Reports?

If you have enabled CSAT surveys in your inboxes, you can analyze the results using the CSAT report. To view the CSAT Report, go to Reports → CSAT. This is what it looks like: Customizing CSAT Reports CSAT reports can be filtered by the following metrics. Duration You can select the duration you want to see the report for. By default, this is set for the last 7 days. Agents You can analyze the CSAT reports for particular agents only. Select one or more agent names from the dropdown. Metrics in the CSAT Report Quick Overview The upper half of your report will show metrics like this screenshot. The following list explains what each metric means. Total responses This is the total number of responses received on your CSAT surveys, during the selected period and for the selected agent or agents. Satisfaction score This is the mean satisfaction score the survey takers gave, calculated using the following formula. (Total number of positive ratings/Total number of responses) * 100 Response rate This indicates the proportion of customers that responded to the CSAT surveys sent. It is calculated using the following formula. (Total number of responses/Total number of CSAT survey requests sent) * 100 Emoji scale Whenever a CSAT survey is requested from a customer, they are asked to rate their experience on an emoji scale like this: The emoji scale metrics that you see on your CSAT report show how many people (in percentage) used which emoji to rate their experience. Details of responses The lower half of your report will list all the responses received. For eg., The screenshot below lists the CSAT survey responses received for agent Pranav Raj. Tip: You can click on a conversation ID to jump to the associated conversation.

How to read Bot Reports?

Bot reports is an overview of bot activity on your account, these bots include CSML and Dialogflow both. This report shows data from all the inboxes with an active bot. It has the following metrics and graphs Metrics - No. of Conversations: Total number of conversations the bot has attended to - Total Responses: Total number of messages sent by the bot - Resolution Rate: The proportion of conversations attended by a bot that leads in a resolution without an agent involvement. It is calculated as a percentage of total number of conversations resolved by the bot in contrast to total number of conversations handled by the bot. A higher number indicates high effectiveness of your bot. - Handoff Rate: Percentage of handoffs from a bot to a human agent. It is calculated as a total number of conversations handed off to agents divided by the total number of conversations handled by the bot. A higher number indicates that your bot is not extremely effective and it might be worth looking at these conversations to find gaps in your bot responses. Graphs - Resolution Count: This shows the conversations resolved by a bot distributed over a time period. - Handoff Count: This shows the number of handoffs done by the bot distributed over a time period.

How to read SLA Reports?

Service Level Agreements (SLAs) are contractual arrangements between you and your customers that define the level of service you commit to deliver. Your SLAs specify the expected performance metrics, such as response times, availability, and resolution times, that you have agreed to provide. You can read more about the SLA feature here. You can filter this report based on date, agent, team, SLA policy, label and inbox as well. This will allow you to drill down into specific insights like the "SLA policy performance of the customer success team for the label 'churn-risk'" Metrics The SLA report shows the following metrics Hit Rate The Hit Rate shows the proportion of SLAs that were successfully met out of all SLAs that were applied. It is calculated by subtracting the number of SLA misses from the total number of applied SLAs, then dividing the result by the total number of applied SLAs. A higher Hit Rate indicates better performance in meeting SLAs. Lower percentages indicate room for improvement. Number of Misses This shows the number of SLAs missed out of all the SLAs that were applied. Number of Conversations This shows the number of conversations for which an SLA was applied. Ideally it's good to have a larger coverage of all the incoming conversations. SLA Report Along with the metrics, you can retrieve a log of all the SLA misses on this page You can click the "View Details" button to see a grouped list of all the SLA events that were missed along with a timestamp of when it happened.