Conversation Reports

Conversations per Day

This report will display a graph of conversations per day segmented by channel, where the X-axis represents dates within the selected period, and the Y-axis represents the number of conversations recorded per day. To further examine each section and determine the corresponding channel, simply hover the cursor over the available part of the graph bar.

Workload per agent

This report details the workload of each agent over the last 30 days, providing a daily breakdown of the number of conversations each has closed. Each point on the graph represents the number of OPEN conversations with which an agent ended their day.

Taking the report image as a reference, for the period from the 18th to the 19th, it can be observed that an agent ended the day with 7 closed conversations. However, it is relevant to note that the following day, the 19th, the same agent finished their day with 0 closed conversations.

This report allows for a detailed evaluation of each agent’s daily workload, providing crucial information to understand fluctuations in productivity and effort distribution over time.

Conversations per Agent

This report will show the number of conversations assigned to each agent within the selected period segmented by channel. To delve deeper into each section and determine the corresponding channel, simply hover the cursor over the available part of the graph bar.

Average number of conversations per hour of the day

This report will display interaction information segmented by hour and by channel, where the X-axis represents the hours of the day (from 0:00 hrs to 24:00 hrs) and the Y-axis represents the number of interactions recorded during that time. To further examine each section and determine the corresponding channel, simply hover the cursor over the available part of the graph bar.

Duration of conversations in hours

This report will display a graph of the longest and shortest conversations and the average duration during the day, where the X-axis represents the hours of the day (from 00:00 hrs to 24:00 hrs) and the Y-axis represents dates within the selected period.

Conversations by channel type

This report will display all connected digital channels and the total number of conversations recorded for each one.

Conversation Status per Day

This report will provide a summary of the number of expired, finished, and open conversations within the selected period, where the X-axis represents the days and the Y-axis represents the number of conversations.

Conversation Status per Agent

This report will show how many expired, finished, or open conversations each agent has within the selected period, where the X-axis represents all existing users in the account with conversation agent permissions, and the Y-axis represents the number of conversations.