What data can I find in the reporting?

The reporting provides insights on conversations from the perspective of:

• Team/ Agents

• Web stores

• Channels

• Tags

Metrics

The dataset within the reporting always shows the current status of conversations. This means that views are always based on characteristics of conversations at that time. If characteristics of conversations change over time, the reports will change accordingly.

Per conversation, the following metrics are available:

• Web store

• Owner

• Channel

• Subject

• Status

• SLA

• Tags

• Customer name

• Segment

• Rating

• Order numbers

• Referrer

• Start datetime

• Last message datetime

• Replied

• Employee messages

• Customer messages

• Times snoozed

• Last snooze date

• Last snooze inbox date

• Last time

Team

Within the teams section of the reporting, you can find all conversations and characteristics of conversations allocated to specific agents within the team. On the overview, you can find how many conversations and agent is owner of, how many of what the statusses there are, what SLA and rating scores as well as allocated revenue they accumulate to.

Web stores

Within the web store section of the reporting, you can find all conversations and characteristics of conversations allocated to a specific web store. On the overview, you can find how many conversations are allocated to what web store, what the status (Open, archived or snoozed), SLA (on time) and rating scores are of those converations.

Channels

Within the channels section of the reporting, you can find all conversations and characteristics of conversations performed within a specific channel are. On the overview page, you can find how many conversations are performed per channel, what the status (Open, archived or snoozed), SLA (on time) and rating scores are.

Tags

Within the tags section of the reporting, you can find all conversations and characteristics of conversations that where allocated a specific tag. On the overview, you can find how many conversations where allocated to a specific tag, what the status (Open, archived or snoozed), SLA (on time) and rating scores are of these conversations are.