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Conversations Report

This report shows detailed conversation metrics within an account.

The report lets you easily track trends, such as increases or decreases in the number of conversations, both incoming and outgoing messages, the average response time from agents, the average resolution time for customer issues, and the number of successfully resolved customer requests.

To learn more about metrics, refer to Report Metrics.

Live Agent conversations report
Conversations report

You can filter data by date. You can select the time period for measurement from the upper drop-down list.

For example, if last 7 days is selected, which is the default, the calculation period extends backward from now for seven days.

View a Report

To view a report, do the following:

  1. Open the Live Agent interface.
  2. Go to Reports > Conversations.
  3. In the upper-left corner of the report page, select a time period from the list.

The chart will be updated with the corresponding data related to the selected filter.

Download a Report

To download a report as a CSV file, click Download Report in the upper-right corner of the report page.

More information