Reports
The Analytics reports offer detailed information about various Conversations entities such as:
- Conversations
- Conversation transcript
- Queues
- Surveys
- Channels
- Tags
- Agents:
- Utilization
- Performance
You can get your report on the Reports page and send it automatically to your colleagues so that anyone with the link can download it. The link will be valid until the report expires.
One type of report offers information about conversations and their attributes in a given time period.
The conversation report provides information about your conversations created in a given time period and the state of their attributes in the present time.
To create this report, follow the steps below:
- Navigate to Analyze → Reports → Create Report.
- Choose the Conversations Report type and select the entity you want to track. Depending on the selected entity you can configure additional filtering.
- Select the date range for the report and options such as file format, recurrence, or the recipients to whom you want to send the report.
- Click Create Report.
Conversations
Conversations report provides detailed insight into each conversation that occurred in a defined period.
The report consists of the following fields:
| Field | Description | Example |
|---|---|---|
| Account ID | Unique account ID. | 112233 |
| Account Name | The name of the selected account. | ACME Inc. |
| Conversation ID | Unique conversation ID. | 658457CFBB27335CA16795F7E9BC57F1 |
| Conversation Topic | The name of the conversation automatically generated or changed by agents or supervisors. | Talking with Jason White |
| Customer Name | The name of the customer in this conversation (applicable if the customer is added in the People module). | Jason White |
| Customer Contact | The contact of the customer. Depends on the conversation channel. | CHAT-de0eeaf6-411c-411f-9ea0-bdd5652e7f3f-1610461852 |
| Agent Name | The agent's name is currently assigned to the conversation or was assigned to the conversation when the conversation was closed. | Philip Lee |
| Agent Username | The username the agent used to log into the web interface. | Plee04 |
| Conversation Status | The current status of the conversation. | Open |
| Conversation Priority | The current priority of the conversation. | Normal |
| Queue | The current queue the conversation is in. | Default Queue |
| Created At | The date and the time when the conversation was created. | 6/4/2023 12:04 |
| Year Created | The year when the conversation was created. | 2023 |
| Month Created | The month when the conversation was created. | 06 |
| Day of the Week Created | The day of the week when the conversation was created. | Sunday |
| Hour Created | The hour when the conversation was created. | 09:33 |
| Updated At | The date and the time when the conversation was updated the last time. | 1/2/2023 06:22 |
| Year Updated | The year when the conversation was updated. | 2023 |
| Month Updated | The month when the conversation was updated. | 01 |
| Day of the Week Updated | The day of the week when the conversation was updated. | Sunday |
| Hour Updated | The hour when the conversation was updated. | 10:43 |
| First Assigned to an Agent At | The time when the conversation was assigned to the agent for the first time. | 1/2/2023 06:18 |
| First Agent Response | The time when the agent sent the first message in the conversation. | 1/2/2023 06:19 |
| Channel Name | The name of the channel used in this conversation. | LIVE_CHAT |
| Total Messages | The total number of messages sent within the conversation. Includes both Private messages (notes) and Public messages (sent to, and from the customer). | 20 |
| Private Messages (notes) | The number of private messages or notes sent within the conversation. They can be sent by, agents, supervisors or automations (notes are not visible to the customer). | 2 |
| Public Messages | The number of messages that were exchanged between the customer and the agent. Includes both inbound and outbound messages. | 18 |
| Public Messages (Inbound) | The number of messages that the customer sent. | 10 |
| Public Messages (Outbound) | The number of messages that agents, supervisors, or workflows sent. | 8 |
| Tags | The list of tags applied to the conversation. | VIP Customer, Forward |
| Summary | The summary of the conversation wrote by the agents or the supervisor. | 'The client was asking about their delayed delivery. Scheduled a call later until we get some info from the delivery service.' |
| Wait Time | The time elapsed from the moment the conversation was created until the agent sent the first message. Displays the time that the customer spent waiting for a response from the agent. | 1m 16s |
| Resolution Time | The time elapsed from creating the conversation until the agent marks the conversations as solved for the last time. Available only for closed conversations. | 16m 22s |
| Sentiment | The sentiment of the entire conversation. This evaluation only considers the messages that the customer sent (inbound messages). | 0.9 |
| Survey Score | The score that the customer left as part of the survey. | Happy |
| Sentiment Comment | The comment that the customer left along with the survey. | 'I really like how responsive this agent was while handling my issue.' |
| First response time SLA breach by | Refers to the time for which a particular conversation has been breached.If the column is empty, it means the SLA has not been breached or it has not been counted for that conversation. | 2m 03s |
| Next reply time SLA breach by | Refers to the time for which a particular conversation has been breached.If the column is empty, it means the SLA has not been breached or it has not been counted for that conversation. | 43s |
| Total resolution time SLA breach by | Refers to the time for which a particular conversation has been breached.If the column is empty, it means the SLA has not been breached or it has not been counted for that conversation. | 23m 12s |
| Direction | Determines the direction of the conversations. Can be inbound or outbound. | Inbound |
| Senders | The list of senders that participated in the conversation grouped per channel. | APPLE_MESSAGES_FOR_BUSINESS (477fc0c7-0d83-4c17-8a7b-77b35b134a58), SMS (46130861334) |
| Handed over at | The timestamp when the conversation assignment changed from bot to another value (e.g., "unassigned" or "Agent James").If the event never occurred (conversation was never assigned to a bot), the timestamp will be empty (e.g. "-"). | 2023/11/25 16:11:09or- |
Conversation Transcript
This is a special type of report in the form of a file that contains transcripts of all conversations that the selected agent handled.
Queues
The queues report provides the necessary information to determine the performance of each queue. Overall, this report helps supervisors or contact center managers to deduce how each queue is performing so they can make changes where required.
Also, they can track both the agents' and customers’ activity within every queue.
| Field | Description | Example |
|---|---|---|
| Account ID | Unique ID of the account. | 112233 |
| Account Name | The name of the selected account. | ACME Inc. |
| Queue ID | The unique ID of the queue. | 6FD837D20260912DFC9C95EC87F7782 |
| Queue Name | A specific name of the queue. | Spanish Queue |
| Number of Assigned Agents | The number of agents currently assigned to the queue. | 13 |
| Assigned Agents | The list of agents currently assigned to the queue. | Mark Brown, Silvio Maroni, Philip Lee, Jess Moon |
| Number of Assigned Routes | The number of routes connected to that queue. | 2 |
| Assigned Routes | The list of routes currently assigned to that queue. | Route #100, Route #3870 |
| Created At | The date and time when the queue was created. | 08/29/2023 11:58:42 |
| Auto Assignment | Field showing if the auto assignment mechanism is enabled for this queue. | Yes |
| Old Conversations | The number of conversations that belong to this queue and were created before the selected report period but active during it. | 7 |
| New Conversations | The number of conversations that belong to this queue and were created within the selected report period. | 12 |
| Closed Conversations | The number of conversations that belong to this queue and were closed during the selected report period. Counts conversations closed by Agents, Workflows, or Waiting Strategy. | 66 |
| Closed by Agents | The number of conversations that agents closed. | 46 |
| Closed by Workflows | The number of conversations that were closed by workflows. | 14 |
| Closed by Waiting Strategy | The number of conversations that were closed by waiting strategy. | 6 |
| Unsolved Conversations | The number of conversations that belong to this queue and were active during the selected report period but were not closed during the selected period. | 27 |
| Median First Response Time | The median first response value of all conversations from this queue that were active during the selected period. | 2s |
| Median Resolution Time | The median resolution time of all conversations | 2m 32s |
| Median Sentiment | The median Sentiment of all conversations that were in that queue in the selected period. | 0.9 |
| Median Wait Time | The time from when the conversation was created until the agent sent the first message for all conversations that were in this queue in the selected period. | 54s |
| Median Private Messages (notes) | The median value of notes posted to conversations that belong to this queue. | 3 |
| Median Public Messages | The median value of public messages sent to a conversation (from this queue) count messages sent either by the customer or by the agent | 23 |
| Median Public Messages (Inbound) | The median number of messages sent to a conversation (from this queue) sent by customers | 10 |
| Median Public Messages (Outbound) | The median number of messages sent to a conversation (from this queue) sent by agents | 13 |
| First response time SLA breach | Shows the number of conversations that have breached this metric. | 2 |
| Next reply time SLA breach | Shows the number of conversations that have breached this metric. | 0 |
| Total resolution time breach | Shows the number of conversations that have breached this metric. | 3 |
Surveys
This report provides detailed insight into surveys that were submitted in the selected time period.
| Field | Description | Example |
|---|---|---|
| Account ID | Unique ID of the account. | 112233 |
| Account Name | The name of the selected account. | ACME Inc. |
| Conversation ID | The unique ID of the conversation. | 548457CFBB27335CA16795F7E9BC57F1 |
| Customer Name | The name of the customer who submitted the survey. Applicable only if the customer is added to the People module. | Jason Smith |
| Customer’s Contact | The contact the customer used to submit the survey. | 421948232829 |
| Channel | The channel over which the survey was submitted. | |
| Agent | The agent who was handling the conversation at the time when the survey was submitted. | Veronica Quinn |
| Survey | A specific name of the survey. | CSAT Survey |
| Score | The score that the customer left when submitting the survey. | Happy |
| Comment | The comment that the customer posted in addition to the score. (Optional) | 'I really loved the velocity at which Veronica handled my request.' |
| Surveyed Date | The date and time when the survey was submitted.The first answer is recorded. | 08/29/2023 11:58:42 |
Channels
This report contains important information about the data that is relevant for each channel. The data provided in this report helps you delve into the performance of each channel utilized by the contact center.
All channels use the same metrics, except for the metrics specific to the Calls channel- highlighted in bold.
| Field | Description | Example |
|---|---|---|
| Account ID | Unique ID of the account. | 112233 |
| Account Name | The name of the selected account. | ACME Inc. |
| Chanel Name | The name of the channel used to pull this report. | |
| Sent Messages | The number of messages sent within the selected period. | 51 |
| Received Messages | The number of messages received within the selected period, i.e., the number of messages sent by customers. | 44 |
| Old Conversations | The number of conversations from the selected channel that were created before the selected report period. | 17 |
| New Conversations | The number of conversations from the selected channel that were created during the selected report period. | 41 |
| Closed Conversations | The number of conversations from the selected channel that were closed during the selected report period. | 80 |
| Closed by Agents | The number of conversations from the selected channel that were closed by agents during the selected report period. | 55 |
| Closed by Workflows | The number of conversations from the selected channel that were closed by workflows during the selected report period. | 5 |
| Closed by Waiting Strategy | The number of conversations from the selected channel that were closed by a waiting strategy during the selected report period. | 20 |
| Unsolved Conversations | The number of active conversations in the selected channel that weren't closed during the selected period. | 7 |
| First Response Time | Median first response time of all conversations from the selected channel in the chosen report period. | 2s |
| Sentiment | Median sentiment of all closed conversations from the selected channel in the chosen report period. | 0.9 |
| Assigned Calls | The total number of calls that were assigned to all agents in the selected period. Different from New Conversations since a new conversation can be abandoned, whereas assigned calls include only those that were assigned to an agent. | 134 |
| Accepted Calls | The total number of calls that all agents accepted agents in the selected period. | 77 |
| Total Call Duration | The total duration of all calls in the selected period. | 2h 32m 07s |
| Unanswered Calls | The total number of calls assigned to the agents but agents didn't answer. | 4 |
| Rejected calls | The total number of calls that were rejected by all agents in the selected time period. The call was assigned to the agent (and it was ringing) but they decided to reject it. | 6 |
| Wait Time | The median time that the user is waiting for the agent's response. Counts as the time when the call starts until it is accepted by the agent. | 5s |
| Transferred Calls | The number of calls that were transferred in the selected period. | 11 |
| Expired Calls | The number of calls that were disconnected because of a timeout. The maximum wait time has passed and the call was terminated. | 4 |
| Abandoned Calls | The number of calls that were abandoned by the customers. Refers to calls the customers hung up before they were connected to an agent. | 13 |
| Dropped Calls | The number of calls that were disconnected because of some technical issues. | 2 |
Tags
This report provides important insights into conversations that have certain tags added. Since tags describe specific topics, this data helps supervisors determine how certain topics are handled within their contact center.
| Field | Description | Example |
|---|---|---|
| Account ID | Unique ID of the account. | 112233 |
| Account Name | The name of the selected account. | ACME Inc. |
| Tag ID | The unique ID of the tag. | 6DB7FBE9BA6555D31F078281BE42827D |
| Tag Name | The specific name created for this tag. | Important |
| Created At | The date and time when the tag was created. | 03/04/2023 13:08:38 |
| Last Updated At | The date and time when the tag was last updated. | 03/04/2023 13:22:45 |
| Closed Conversations | The number of conversations containing this tag that were closed within the selected period. | 23 |
| Waiting Time | The time elapsed from when the customer sent the first message until the agent replied. | 1m 22s |
| Resolution Time | Median resolution time for all conversations containing this tag within the selected period. | 3m 23s |
Agents
Agents report consists of three parts:
- General information which contains data in the table below
- Agent utilization
- Agent performance
The report will only contain the data that you selected when creating the report.
| Field | Description | Example |
|---|---|---|
| Account ID | Unique ID of the account. | 112233 |
| Account Name | The name of the selected account. | ACME Inc. |
| Agent ID | Unique ID of the agent. | 4EE921EBE72C99F6262D59FE856696B7 |
| Agent Name | Agent's Name. | Veronica Quinn |
| Number of Assigned Queues | The number of queues that this agent is assigned to. | 12 |
| Assigned Queues | The list of queues that this agent is assigned to. | Queue #5062, Queue #5297, German Queue, VIP_Customers |
| Capacity | The capacity per channel category that this agent has configured. | EMAIL = 5, LIVE_MESSAGING = 10, LIVE_CHAT = 9 |
Agent Utilization
This report shows how agents are using their time while being logged into the system. Bear in mind that this report is dynamic, meaning that its columns depend on the number of custom statuses configured for the account. Each custom status is tracked as well.
| Field | Description | Example |
|---|---|---|
| Logged In Time | The time that the agent spent logged in in the selected period. | 11h 39m |
| Available Time | The time agent spent in the Available group of statuses | 5h 11m |
| Available | The time spent in the Available status. | 3h 52m |
| Idle | The time spent in the Idle status. | 13m |
| Under capacity | The time spent in the Under Capacity status. | 30m |
| Away Time | The time agent spent in the Away group of statuses. | 1h |
| Away | The time agent spent in the Away status. | 30m |
| *Set of custom Away statuses | The time spent in each custom Away status. | 10m |
| Busy Time | The time agent spent in the Busy group of statuses. | 1h 25m |
| Busy | The time agent sent in the Busy status. | 19m |
| Full Capacity | The time spent in the Full Capacity status. | 30m |
| In a Call | The time spent in the In a Call status. | 30m |
| Ringing | The time spent in the Ringing status. | 3m |
| Wrap-Up | The time spent in the Wrap-Up status. | 3m |
| *Set of custom Busy statuses | Time spent in each custom Busy status. | 30m |
| Engaged Time | The time that the agent has spent in statuses that are considered as engaging with the customer (Under capacity, Full, Ringing, In a Call, Wrap-Up). | 5h 24m |
| Engaged Rate | The percentage of the engaged time during logged-in time. | 11.09% |
Agent Performance
This report provides more info regarding agents' performance while communicating with customers.
| Field | Description | Example |
|---|---|---|
| Closed Conversations | The number of conversations the agent closed in the selected period. | 112 |
| Conversations Assigned to Other Agents | The number of conversations that this agent assigned to other agents. | 11 |
| Conversations Assigned From Other Agents | The number of conversations that other agents assigned to this agent. | 45 |
| First Response Time | The median value of the first response time (the first message sent) for all conversations that this agent sent in the selected period. | 1m 44s |
| Handling Time | The median value of the time elapsed from the moment the conversation was assigned to the agent until they CLOSED it for the last time. | 55m 12s |
| Sentiment | The median sentiment value for all conversations handled by this agent in the selected period. | 0.74 |
| Closed Conversations per Login Hour | The number of conversations closed per login hour. | 15.6 |
| Private Messages (Notes) | The number of private messages (notes) that this agent posted. | 1 |
| Public Messages (Outbound) | The number of public messages (outbound) that this agent sent. | 10 |
| Private Messages per Conversation | The number of private messages (notes) divided by the number of total conversations that this agent handled. | 1.4 |
| Public Messages per Conversation | The number of public messages divided by the number of total conversations that this agent handled. | 6.89 |
| Assigned Calls | The number of calls assigned to this agent.(The agent had a ringing screen presented to them). | 90 |
| Accepted Calls | The number of calls that the agent accepted. | 80 |
| Call Duration | The median duration of the calls that this agent answered. | 17m |
| Unanswered Calls | The number of calls unanswered by this agent.(The agent was presented with the ringing screen but didn’t answer or pick up the call). | 7 |
| Rejected Calls | The total number of calls that were rejected by all agents in the selected time period.The call was assigned to the agent (and it was ringing) but they decided to reject it. | 6 |
| Transferred Calls | The number of calls that this agent transferred to another agent. | 18 |
| Wait Time | The time that the customer was waiting for an agent to pick up the call. | 1m 14s |
| Expired Calls | The calls that were dropped due to a waiting strategy time out. | 4 |
| Abandoned Calls | The number of calls that were abandoned by the customers.*Refers to calls the customers hung up before they were connected to an agent. | 1 |
| Dropped Calls | The number of calls that were disconnected because of some technical issues. | 0 |
Agent Status Logs
This report provides crucial information for managers such as when the agents come into work, the duration spent in a certain status, and when they change their status to Busy,Away, or Available.
Conversations Analytics managers can understand how their agents are utilizing their time, and at which point in time, they have changed something in conversations. In conclusion, this report will help them perform a more precise evaluation of their agents.
| Field | Description | Example |
|---|---|---|
| Account ID | Unique ID of the account. | 1122333 |
| Account Name | The name of the selected account. | ACME Inc. |
| Agent ID | Unique ID of the agent handling the conversation. | 4EE921EBE733D9F6262D59FE856696B7 |
| Agent Name | Agent's full name. | Fabricio Silco |
| Status ID | Unique ID of the status. | 73bc600e-6e98-11ea-a2fb-02c9afa9ebec |
| Status | The name of the agent status related to the Status ID. This is reflected throughout Conversations. | Offline |
| Start Time | The timestamp when the agent changed their status to the given status. | 2023/11/24 08:37:38 |
| End Time | The timestamp when the agent changed their status to a different one. Or if the status was changed automatically. | 2023/11/24 10:32:48 |
| Duration | The duration the agent spent in the given status. | 01:55:10 |