Reports

How to read Overview Reports (realtime)?

How to read Overview Reports (realtime)? Overview Reports provide real-time insights into account activity. Access Navigate to Reports → Overview Key Metrics 1. Open Conversations Shows ongoing customer interactions: - Open conversations - Unattended conversations - Unassigned conversations 2. Agent Status Displays agent availability: - Online - Busy - Offline 3. Conversation Traffic - 7-day heatmap showing busiest conversation times - Color-coded cells represent conversation volume - Hover for precise hourly conversation counts 4. Conversations by Agents - Tracks current conversations per agent - Helps monitor workload and performance The overview provides a real-time update of what is happening in your account, giving managers instant visibility into customer support operations.

How to read CSAT Reports?

How to read CSAT Reports? CSAT (Customer Satisfaction) Reports provide insights into customer experience through survey responses. Access Navigate to Reports → CSAT Metrics Tracked - Total survey responses - Satisfaction score (percentage of positive ratings) - Response rate - Emoji-based rating distribution Rating System Customers rate experience using an emoji scale: - Ratings range from very dissatisfied to very satisfied - Scores calculated by: (Positive ratings / Total responses) × 100 Customization Options Filter reports by: - Date range (default: last 7 days) - Specific agents Report Sections 1. Quick Overview High-level satisfaction metrics 2. Detailed Responses Individual survey responses with conversation links Benefits - Understand customer satisfaction - Identify performance of individual agents - Track overall service quality trends The report provides a comprehensive view of customer experience through quantitative and qualitative feedback.

How to read Conversations Reports?

How to read Conversations Reports? The conversation report is an overview about all your conversations across a time-period. Access Navigate to Reports → Conversations Key Metrics 1. Conversations: Daily/weekly conversation count 2. Messages received: Total incoming messages 3. Messages sent: Total outgoing messages 4. First Response Time (FRT): Average agent response time 5. Resolution Time: Average time to resolve conversations 6. Resolution Count: Number of resolved conversations 7. Customer waiting time: Time customers wait for responses Available Filters View reports by: - Agents: Individual agent performance - Labels: Conversations grouped by labels - Channels: Performance by communication channel - Teams: Team-level metrics Benefits - Monitor productivity - Identify trends - Find areas for improvement - Track conversation volume and response efficiency Each filter helps analyze different dimensions of your customer communication performance.

How to read Bot Reports?

How to read Bot Reports? Bot Reports provide comprehensive analysis of bot performance across channels with active bots (CSML and Dialogflow). Access Navigate to Reports → Bots Key Metrics - No. of Conversations: Total conversations handled by bots - Total Responses: Total messages sent by bots - Resolution Rate: Percentage of conversations resolved without agent involvement - Handoff Rate: Percentage of conversations transferred to human agents Graphs Resolution Count Bot-resolved conversations over time Handoff Count Bot-to-agent transfers over time Key Insights - Higher resolution rates indicate more effective bot performance - Higher handoff rates suggest potential gaps in bot response capabilities Benefits - Track bot performance trends - Identify areas needing bot response refinement - Measure automation efficiency in customer support - Optimize automated customer interactions Use these reports to improve your bot's effectiveness and reduce agent workload.

How to read SLA Reports?

How to read SLA Reports? SLA (Service Level Agreement) Reports provide insights into customer service performance metrics, tracking how well your team meets predefined service commitments. Access Navigate to Reports → SLA Key Metrics 1. Hit Rate Percentage of successfully met SLAs Calculation: (Total SLAs - Missed SLAs) ÷ Total SLAs Higher percentage indicates better performance 2. Number of Misses Total SLAs not met within agreed timeframes 3. Number of Conversations Total conversations with applied SLA policies Report Features Filter by: - Date range - Agent - Team - SLA policy - Label - Channel Includes a log of SLA miss events with timestamps Interpretation - High hit rate: Suggests effective customer service - More missed SLAs: Indicates areas needing improvement in response or resolution times Benefits - Track service quality - Monitor adherence to service standards - Identify performance gaps - Improve response and resolution times Use SLA reports to ensure your team meets customer service commitments consistently.

Reading Conversations, Agents, Labels, Channel, and Team Reports

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: - Volume of messages - First Response Time - Resolution Time - Resolution Count 2. Agents Report Tracks individual agent performance: - Message volume - Response times - Resolution metrics - 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: - Message volume - Response times - Channel-specific performance 5. Team Report Provides team performance metrics: - Message volume - Response efficiency - Collective productivity Customization Options Each report can be customized by: - Duration: Default is last 7 days - Data grouping: Different time periods - Specific metrics: Conversations, first response time, resolution time - 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.