Reading Conversations, Agents, Labels, Channel, and Team Reports
VowChat offers five types of detailed reports, each providing insights into different aspects of customer communication.
1. Conversations Report
Shows:
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Volume of messages
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First Response Time
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Resolution Time
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Resolution Count
2. Agents Report
Tracks individual agent performance:
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Message volume
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Response times
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Resolution metrics
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Personal productivity
3. Labels Report
Similar to Conversations report, but grouped by specific labels for categorized analysis
4. Channel Report
Analyzes metrics for different communication channels:
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Message volume
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Response times
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Channel-specific performance
5. Team Report
Provides team performance metrics:
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Message volume
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Response efficiency
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Collective productivity
Customization Options
Each report can be customized by:
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Duration: Default is last 7 days
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Data grouping: Different time periods
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Specific metrics: Conversations, first response time, resolution time
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Business hours toggle: Include or exclude off-hours data
Trend Analysis
Reports include percentage increases or decreases compared to previous periods, helping teams understand performance changes over time.
Access
Navigate to Reports and select your desired report type from the menu.
Use these reports to gain comprehensive insights into your customer communication performance.