MindBehind Live Detailed Report

MindBehind Live Detailed Report



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:

After selecting the report titles, the frontend screen is updated with the relevant information.

CHANNEL: When this title is selected, conversation data in the relevant date range is displayed based on the company's channels (WhatsApp, Instagram, BIP, etc.).

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 contactsTotal 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.




Date Range: The report shows us the data for the relevant day in default. The desired report can be reached by choosing according to weekly, monthly or custom date intervals.



3- Exporting the Report

It  is possible to view the details by downloading the generated report in Excel format. For this purpose, the desired report is filtered and the Display button is pressed. Then, clicking the Export button displays two different types of reports;




3.1 Conversations:

All information in the system is accessed based on conversations in this type of report. This report will include information about the downloaded content and the following topics;

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.

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

CHANNEL NAME: The name of the channel where the related conversation took place.

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

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

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

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)

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.

CONVERSATION TAGS: The field where the tag added by the agent to the conversation is shown. (Tags added to the chatbot by the designers are also shown here.)

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

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

LAST ASSISTANT NAME: The name of the assistant of which the related conversation ends.

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

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.

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

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

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.

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.

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

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.

AGENT WAITED TIME: The time that the agent waited for a response from the client (calculated by seconds).


CLIENT WAITED TIME The time that the client waited for a response from the agent (calculated by seconds).


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).

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

3.2 Messages:

MESSAGE ID: The unique number in the system for each message.

CONTENT: The field where the relevant message content is shown.

MESSAGE DATE: The date the message was sent.

MESSAGE TYPE: Refers to the type of message. (TEXT, VIDEO, CONNECT, COMMAND, QUICKREPLY etc.)

SEND BY: Refers to the source of the message (CLIENT, BOT, AGENT)

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

COMMAND TYPE: It is the parameter that allows us to take action on messages and conversations with the commands specified within the system.

COMMAND PAYLOAD: Shows content for COMMAND_TYPE.




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