The Support Conversations report in Zenvia Customer Cloud provides detailed information about the Support Service conversations. Use it to analyze and generate comprehensive reports on your chat support interactions.
⚠️ Attention: This feature is available for users with Viewer, Operator, and Admin profiles.
How to Analyze Support Conversations Data
Access: Analyses > Support Service > Conversations.
Filters
- Period: Define the start and end date for the analysis.
- Groups: Select one or more departments.
- Agent: Choose to view data by one or more agents.
- Channels: Filter by communication channels.
- Generate Preview: View initial information in the report. The preview displays up to 10 records and the information is simple and non-customizable.
Export Report: After generating the report, you will receive a Notification with the download link in CSV format.
⚠️ Attention: Filters must be selected to generate a preview or export the report.
Columns in the Support Conversations Report
- Period: Date of the conversation record.
- Previous leftover: Conversations not completed on the previous day.
- Received: Total new conversations received during the period.
- Done: Total conversations initiated by agents during the period.
- Completed: Total conversations with message exchanges completed during the period.
- In Line: Total conversations not handled and left waiting during the period.
- Agent Pending: Total conversations pending from the agent during the period.
- Discarded: Total conversations received but interrupted without message exchange during the period.
- Inactive: Total conversations that expired and can no longer be answered during the period.
- Lost: Total inactive conversations closed by the agent during the period.
- Day’s leftover: Total conversations not completed on the day but still active during the period.
- AHT: Average handling time during the period.
- AWT: Average wait time for customers in the queue (automatic distribution) during the period.
- MaxWT: Maximum wait time for customers in the queue during the period.
- FRT: Average first response time by the agent during the period.
- ART: Average response time by the agent during the period.
- APT: Average time for the agent to return a pending conversation during the period.
- CPT: Average time for the customer to return a pending conversation during the period.
- TMT: Total average handling time during the period.
Now you know all the features of this functionality.