When you go to the MindBehind Live Detailed Report page, daily report information is automatically updated. This report screen only shows information and content about terminated conversations.

1- Report Titles:

DEPARTMENT: When this title is selected, conversation data in that date range is displayed based on department. Departments allows company admins to manage conversations that come to live support from different conversation pools. Department agents are determined by the company admins.

AGENT: When this title is selected, conversation data in the relevant date range is displayed based on agents working in the company.

ASSISTANT: When this title is selected, chatbot-based data of conversations that ended in the chatbot in the relevant date range is displayed.

CONVERSATION TAGS: When this title is selected, conversation data in the relevant date range is displayed on a conversation tag basis. Conversation tagging occurs when agents choose what the content of the conversation is about, either in the conversation phase or during the termination phase. Conversation tags are defined by company admins on a departmental basis.

CLIENT TAGS: When this title is selected, conversation data in the relevant date range is displayed on a client tag basis. Client tagging occurs when the agents choose which client category the relevant customer belongs to either in the conversation phase or during the termination phase. The client tags are defined by company admins.

2- Report Types and Filters

Report Type: Report Types refer to the headings we want to see on the frontend reports. When the page is opened, 5 types are shown as default. There are 10 types of information headings in total.

Total Number of Conversations: Total number conversations in the relevant date range

Total number of (unique) customer contacts: Total number of unique clients in the relevant date range

Number of Conversations Voted: Total number of voted speeches in the relevant date range

Avg. First Response Time: The average first response time of the agent to the client (Avg.(First Response - First Assigned Time))

Avg. Conversation Duration: Average time from start to end of conversations (Avg.(End Date)

Avg. Conversation Duration with Agent: Average time of agent and client conversation time (Avg.(End Date - First Assigned Time))

Number of Conversations Terminated by Agent: Number of conversations ended by the agent

Number of Conversations Terminated by Client: Number of conversations ended by the client

Automatically Terminated Conversations: Number of conversations ended by the system

Number of Timeout Conversations: Number of conversations ended by the timeout job command

Report Filters: The user can filter the report they want to create according to the contents of Agent, Department, Channel, Assistant, Conversation Tag and Client Tag. After filtering, the Display button is pressed to view the report.

3- Exporting the Report

3.1 Conversations:

CONVERSATION ID: The unique number in the system for each conversation.

COMPANY ID: The unique number of the relevant company in the system.

COMPANY NAME: The name of the company where the conversation took place.

ASSISTANT ID: The unique number of the assistant in the system where the related conversation takes place.

AGENT ID: The number of the delegate to whom the related conversation is assigned to the system.

CLIENT PHONE: The phone number of the client who started the relevant conversation. (Shown only when relevant information is received.)

CHANNEL ID: The unique number of the channel in the system where the related conversation took place.

CHANNEL TYPE: Shows the type of channel the conversation has realized.

CLIENT ID: The unique number of the client that started the conversation.

ASSISTANT NAME: The name of the assistant in which the related conversation begins.

ASSISTANT VISITED: The names of the assistants in which the related conversation followed.

IS ENDED: Contains information about whether the conversation has ended. (true refers to the conversation that ended and false refers to the conversation that is still in progress.)

ENDED BY: Refers to who terminated the conversation. (AGENT, CLIENT, BOT, SYSTEM)

CLIENT NAME SURNAME: The name and surname of the client in the conversation. (Shown only when relevant information is received.)

AGENT NAME: The field where the first and last name of the agent, to whom the relevant conversation is assigned is shown.

DEPARTMENT ID: The number in the system of the department where the related conversation took place.

DEPARTMENT NAME: The name of the department where the related conversation took place.

START DATE: The beginning date information of the related conversation.

END DATE: The end date information of the related conversation

FORWARD DATE: The forward date information of the related conversation.

LAST MESSAGE DATE: The date on which the last message in the related conversation was sent.

FIRST AGENT FIRST RESPONSE: The date on which the agent first responds to the relevant conversation.

LAST AGENT FIRST RESPONSE: The date on which the last agent's first response to the relevant conversation.

CLIENT FIRST RESPONSE: The date on which the client first responds to the relevant conversation.

FIRST ASSIGNED TIME: The date on which the relevant conversation was first assigned to the agent.

LAST ASSIGNED TIME: The date on which the relevant conversation was last assigned to an agent.

CLIENT KEYS: Refers to the title “key” that the agent adds to the client card.

CLIENT KEY VALUES: The “value” that the agent adds to the client card.

CONVERSATION TAGS: The field where the tag added to the chatbot by the designers to the conversation is shown.

AGENT TAGS: The field where the tag added by the agent to the conversation is shown.

VISITED AGENTS: The names of the agents in which the related conversation assigned.

IS AGENT TIMEOUT EXIST: Indicates whether agent-timeout occurs while the conversation is taking place

TOTAL AGENT TIMEOUT COUNTS: Shows how many times agent-timeout occurred during the conversation

CLIENT TAGS: The field where the client tag added by the agent to the conversation is shown.

CLIENT MESSAGE COUNT: Refers to the number of messages sent by the client in the conversation.

AGENT MESSAGE COUNT: Refers to the number of messages sent by the agent in the conversation.

ASSISTANT MESSAGE COUNT: Refers to the number of messages sent by the assistant in the conversation.

AVG. AGENT WAITED TIME: Total Agent waited time/number of client responses (calculated by seconds).

AVG. CLIENT WAITED TIME: Total client waited time/number of agent responses (calculated by seconds).

VOTE TYPE: Shows the type of vote the client has voted for. (There are two types of voting formats: Faces and Points.)

VOTE: It is the evaluation score given by the client in reference to the relevant conversation. (1-10)

VOTE COMMENT: The field where the customer's post-vote comment is shown.

VARIABLE VALUES: The field where the variable values and their content that are added as parameters on Web Messenger channel is shown.

REFERRAL URL: The url information where the conversation is transferred is displayed

HANDOVER DATE: For conversations transferred from the chatbot, it shows the date when the chatbot flow ends

TOTAL CONVERSATION HOLD DURATION: Shows how long the conversation is held in seconds

Please check this guide for more technical details on Waited Time calculation: MindBehind Live: WaitingTime Calculation for Client &Agent