Omnichannel 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.
Access Omnichannel Reports
Navigate to Manage
> Omnichannel > Reports.The dashboard organizes data into categories based on Status, Channels, Departments, Tags, and Agents.
Each report category can be filtered to cover a specific period to allow easy comparison and trend analysis. Predefined time ranges include:
Today
This Week
Last 15 days
This Month
Last 6 Months
Last year
For each category, click the download icon to export the filtered metrics to a CSV file.
Conversation by status
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.
Conversation by channels
View the omnichannel conversation metrics based on the enabled communication channels in your workspace within a selected time range. This gives a comparative overview of conversations handled by Livechat and other channels like Facebook, WhatsApp, and Instagram.
Conversation by departments
Analyze department-specific metrics of omnichannel conversations within a selected time range.
Conversations by tags
Track the performance of omnichannel conversations by tags within a selected timeframe in your workspace.
Conversation by agents
Monitor omnichannel conversation metrics based on agent activity within a selected time range. This is beneficial for administrators and managers to understand the performance of agents in the workspace. This report highlights:
A graph showcasing the top five agents based on the number of conversations handled
A table listing each agent alongside their total handled conversations