On Analysis page, detailed report can be found on the basis of Channel, Department, Agents, Assistant, Conversation Tags and Client Tags. When the required filters and date information are entered and clicked "Create report", the relevant report informati on is generated. The generated report button can be downloaded by clicking the “arrow” icon.
In addition, the raw data of the report can be accessed in Excel format by clicking on the "Export" button. After clicking on “Export” button, the report based on “conversations” or “messages” will be sent as an email.
Total Conversation Count: The total number of conversations for the company.
Total Unique Conversation Count: The number of times the total conversation was made with different customers.
Average First Response Duration: The time after the conversation is assigned to the customer representative until the time the agent first responds.
Average Conversation Duration: The time it takes for the conversation to end after the customer has written.
Average Conversation Duration with Agent: Is the total talk time spent with a customer representative
Average Conversation Score: A column that gives an average of the votes. Unrated speeches do not participate in the average.