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04. Support Conversations Analysis
3 min
Created by Karine Moreira on 7/24/2024 9:58 AM
Updated by Karine Moreira on 10/4/2024 10:36 AM

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.

 
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