Reports

Get insights on the performance of the workforce on the platform

Getting Here

This module is accessible by Owner and Manager only!

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This module can be accessed from the side navigation menu under the menu item, Reports.

This module will provide more insights on your workforce's performance on the platform and can help a business to make informed decision based on the information gathered through the platform.

This feature is under Beta testing and will soon be available to Business and Enterprise plans only!

Be sure to update your space's Timezone settings so the data shown is according to your preferred timezone.

Filtering Reports

In this module, there are 3 types of filters for users to apply based on their reporting needs.

Date

The date range picker will allow user to select a range of dates to be applied to the reports components.

Teams

The team filter will allow user to select one or multiple teams to be applied to the reports components.

Users

The user filter will allow user to select one or multiple users to be applied to the reports components.

Reports Components

Conversation

Metric #1: Conversation Opened

The number of conversations opened within the selected time period based on the date the conversations was opened.

Metric #2: Conversation Closed

The number of conversations closed within the selected time period based on the date the conversations was closed.

Chart: Conversation Opened vs Closed

This multiple bar chart shows the number of conversation opened and closed within the selected time period based on their respective dates.

Performance

Metric #1: Average First Response

The average of the total time taken to send the first response from the conversations closed during the selected time period.

Metric #2: Average Resolution

The average of the total time taken to close a conversation from the conversations closed during the selected time period.

Chart: First Response Time vs Resolution Time

This area graphs compares the average first response time and average first resolution time from the conversations closed during the selected time period.

Heatmaps

Conversations Opened Heatmap

This heatmap shows the distribution of conversation opened across the hours of the day. This can help managers to understand on the frequency of conversations coming in and plan their manpower to manage the conversations

Conversations Closed Heatmap

This heatmap shows the distribution of conversation closed across the hours of the day. This can help managers to understand the correlation with the Conversations Opened heatmap to check for unusual trends or behaviours.

Conversations Opened by Contact Type

Metric #1: New Contacts

The number of conversations that was initiated by new contacts, contact that has never contacted the platform before.

Metric #2: Returning Contacts

The number of conversations that was initiated by returning contacts, contact that has previous interaction with the platform.

Chart: New vs Returning

This stacked bar chart shows the number of conversations opened broken down by Contact Type (New vs Returning)

User Performance

This table lists the key performance metrics grouped by the users. All metrics are based on the conversations closed by the user.

Table Headers

Description

Name

The name of the user who closed the conversations

Closed Count

The number of conversation closed by the user

Outgoing Messages

The number of outgoing messages sent by the user

Average First Response Time

The average of the total time taken to close a conversation from the conversations closed by the user

Average Resolution Time

The average of the total time taken to close a conversation from the conversations closed by the user

Max Resolution Time

The maximum resolution time from the closed conversations of the user

Conversation Logs

This table lists all the conversations closed within the selected time period.

Table Headers

Description

Time Conversation Opened

The datetime of when the conversation was opened

Time Conversation Closed

The datetime of when the conversation was closed

Contact Name

The name of the contact of the associated conversation

Closed By

The name of the user who closes the conversation

Assignee Name

The name of the assignee that was assigned to the contact

First Response Time

The first response time provided by the assignee to the contact

Resolution Time

The time taken to close the conversation

Number of Incoming Messages

The number of incoming messages that was received from the conversation

Number of Outgoing Messages

The number of outgoing messages that was sent to the conversation