Conversations report

A conversations report provides information about chatbot conversations with end users.

Create a conversations report

To create a conversations report, follow these steps:

1. In the web interface (opens in a new tab), go to Analyze > Reports.

2. In the Report type section, select Conversations, and then Create report.

3. In the Conversations report content > Metrics section, select the type of metrics that you want to track.

   • Available metrics include:
     • Conversations
     • Conversation transcript
     • Queues
     • Tags
     • Channels
     • Surveys
     • Agents
     • Agent status logs

4. In the Channels and services section, select the channels that you want to track.

   • By default, all channels are selected.
   • To track a specific channel, clear the channels that you do not need.
   • To quickly update your selection, use None and All.

5. In the Recurrence and date range section, set the following:

   • Whether the report is one-time or recurring
   • The date range for the report

6. In the Filters section, set the following:

   • The conversation status (Open, Waiting, Solved, Closed)
   • To see more options, select View additional filters
   

7. In the Options section, set the following:

   • File format: Select .xlsx or .csv
   • Direct link: Choose whether you want to generate a shareable link to the report. Anyone with the link can download the report. The link is valid until the report status changes to Expired.
     IMPORTANT

     The Direct link option is not enabled by default and is available only on request.

   • Recipients: Enter the recipients to whom you want to send the report.

8. Select Create report.

   

View or download a report

After the report is generated, download the report or view it in the web interface.

For more information, see Download or view report data from the web interface.