How Can I Analyze My Company's Performance on MindBehind Live?

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.

Parameters

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.

How to get Reports

Once you decide which filters and parameters to use, you can click on "Display" to get the details on analysis. And you can download this as in .csv format by clicking on the arrow sign on top right.

How to use Export Button

With the "Export" button, you can get the raw data which has all the details regarding the performance of your company. Once you click on "Export" button, you'll be prompted with a window to choose which detail your raw data will be based on. It's either Messages or Conversations.

Once you click on one of them, there will be a notification prompted on the right bottom of the page that indicates the report is being generated.

Once the report is ready, there will be a notification prompted on the right bottom of the page that indicates the report is sent to you. 

After this, there will be an email coming to the inbox of all the users that have been added to the "users" tab on Company Management. You can click on the link there to get your report as in .csv format.

Once you download this file with raw data, you will be able to see the details you need.

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