Reports¶
The conversation reports which have occurred over time can be viewed in the Reports section.
Click on Reports in the Live Agent Dashboard sidebar.
The screen will show an overview of all the reports.
Overview - Supervisor Dashboard¶
Note
This dashboard is only visible with the Supervisor Role.
This dashboard gives you an overview of all conversations and indicates how many conversations came in within the last 24 hours.
Furthermore, you will see an overview of the Agent Status and some metrics regarding conversation handling. At the end of the page, you will find the conversation overview and handling separated by Agent.
To view this dashboard, click on the Overview tab in Reports.
Starting from Cognigy 4.46, you can change the status of any human agent. To do that, go to the Conversations by Agents section and select the agent whose status you want to change. Next, click on the agent's current status to open the agent status window and select a new status. The new status will be applied automatically.
Agents¶
Click on the Agents tab in Reports and select an agent. A graph will show the Conversations of the chosen agent that have occurred during the selected days.
A report can be generated for various time durations. This can be done by selecting a time window in the drop-down list, as shown below. By default, this is set for the last seven days.
Conversations¶
Click on the Conversations tab in Reports. A graph will show the Conversations that have occurred during the selected days. When hovering the mouse cursor over a particular chart, the details of Conversations that happened that day can be seen.
Incoming Messages¶
Click on the Incoming Messages tab in Reports. A graph will show the number of incoming messages that occurred on the selected days. When hovering the mouse cursor over a particular chart, the number of incoming messages that happened that day can be seen.
Outgoing Messages¶
Click on the Outgoing Messages tab in Reports. A graph will show the number of outgoing messages that occurred on the selected days. When hovering the mouse cursor over a particular chart, the number of outgoing messages that happened that day can be seen.
First Response Time¶
Click on the First Response Time tab in Reports. A graph will show the average number of hours taken to give the first response to a Conversation with a customer. In addition, when hovering the mouse cursor over a particular chart, the average number of hours taken for the first response for that specific day can be seen.
Resolution Time¶
Click on the Resolution Time tab in Reports. A graph will show the average hours to resolve a particular Conversation with a customer. When hovering the mouse cursor over a specific chart, the average number of hours taken for determining conversations for that particular day can be seen.
Resolution Count¶
Click on the Resolution Count tab in Reports. A graph will show the number of Conversations resolved on the selected days. When hovering the mouse cursor over a particular chart, the number of Conversations determined on that day can be seen.
Download Agent Reports¶
Details of Agents' performance can be done by clicking the Download Agent Reports button at the top right-hand side of the page. The report will be downloaded in CSV format. An example is given below.
