Reports

Reports offer a robust tool tailored for workspace administrators and managers to effectively monitor and assess customer service metrics across various categories and specific time intervals. They grant an in-depth view into conversation data and the performance of agents within your workspace.

You can use filters to select time ranges like Today, This Week, Last 15 days, This Month, Last 6 Months, and Last year. You can also export the data to a CSV file. By selecting specific time ranges on the Reports dashboard, you can easily identify patterns and trends that were previously difficult to discern among random data points.

To access the Omnichannel Reports dashboard,

• Go to Administration > Omnichannel > Reports.

• It displays different categories of omnichannel reports based on Status, Channels, Departments, Tags, and Agents.

Conversation by Status

You can view the metrics of omnichannel conversations in your workspace during a selected time range based on the conversation status: Open, Queued, On Hold, or Closed. Select a time range and click the download icon to export the metrics to a CSV file.

Conversation by Channels

You can view the metrics of omnichannel conversations in your workspace during a selected time range based on the enabled channels in your workspace. This gives you an overview of conversations handled by Facebook, WhatsApp, and LiveChat. Select a time range and click the download icon to export the metrics to a CSV file.

Conversation by Departments

You can view department-specific metrics of omnichannel conversations within a selected time range. Select a time range and click the download icon to export the metrics to a CSV file.

Conversations by Tags

You can track the performance of omnichannel conversations by tags within a selected period in your workspace. Select a time range and click the download icon to export the metrics to a CSV file.

Conversation by Agents

You can view omnichannel conversation metrics based on agents' activity within a selected time range. This is beneficial for administrators and managers to understand the performance of agents in the workspace. It displays the top five agents in a graph based on the number of conversations they have assisted during the selected time range. It also gives a tabular overview of agents and the number of conversations they have handled during the specified period. Click the download icon to export the metrics to a CSV file.