Reports¶
Reports of Conversations which have occurred over time can be viewed in the Reports section.
Click on Reports in the Live Agent Dashboard sidebar.
The window below will open, with an overview of all Reports.
A Report can be generated for various time durations. This can be done by selecting a time period 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 the mouse cursor over a particular chart, the details of Conversations that occurred on 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 the mouse cursor over a particular chart, the number of incoming messages that occurred on 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 the mouse cursor over a particular chart, the number of outgoing messages that occurred on 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. When hovering the 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 number of hours taken to resolve a particular Conversation with a customer. When hovering the the mouse cursor over a particular 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 the mouse cursor over a particular chart, the number of Conversations resolved on that day can be seen.
Download Agent Reports¶
Details of Agents' performance can be done by clicking the Download Agent Reports button on the top right-hand side of the page. The report will be downloaded in CSV format. An example is given below.
