Report

• By clicking on the Overview report, you will see 3 column indexes.

• Conversation:

  • Resolved conversations: show the conversation has been solved (closed and solved status) in your workspace. If the conversation has the amount of tickets, it will only count as one.

  • In-progress conversations: show the conversation has been unsolved and in progress. (open, in progress). If the conversation has the amount of tickets, it will only count as one.

• Tickets:

  • Resolved ticket: show the ticket has been solved (close and solved status) in your workspace. Example: If the conversation has 4 tickets, it will count as 4.

  • In-progress tickets: show the ticket has been unsolved and in progress. (open, in progress). If the conversation has

  • In queue tickets: show the ticket has been waiting in the queue need to be solved/resolved/closed

• Agents:

  • Customers in queue: show that customers has been waiting in the queue.

  • First response time: it will be counted when live agent start replying.

  • Average wait time: show that the average time that the customer has to be waited in specific time.

  • Quit rate: show that the customer are no longer available in the conversation.

  • New member: show that the amout of member was added in the specific time.

CSAT REPORT

• This CSAT Report will let you tracking the performance of your team, classify the conversation to each team (see how to create the team at Team).

• There are ... section:

The filter

• This filter will let to choose the specific time or index to show the details of customer satisfication.

The status of agents

• This field will let you manage the status of the agent which is online/offline. The unavaiable will be show if they are busy or not in the workspace.

The index

• In the Satisfaction average field: the percent of Satisfaction or Dissatisfaction will show based on: Satisfaction will be recorded if the customer vote 5*,4* and 3*. The rest will be recorded as Dissatisfaction. (see how to create the feedback Collect feedback).

• Satisfaction average by time: will be show the details of the specific time (weekly, monthly).

• Satisfaction average by requirements: when create the tag or category, it will read as the requirements.

• Customer responds: show the detail of each customer that leaves the feedback.