The Support Conversations feature allows you to view information about conversations held during support interactions and enables report export based on applied filters.

To access this feature, go to Analytics > Support Service > Conversations.

Create new report

• If you don't have any reports created yet, click Create new report.
• Enter a name for your report.
• Optionally, include a description.
• Select the Report Type, which can be: Conversation Channels, Adherence, or Service History.
• Choose the Grouping, which can be: Conversation Channels, Tags, Groups, Agents, or Period. The Grouping field will only display options after you have selected the desired Report Type.
• Choose Additional Columns- you will be able to select the information you want to generate the report, such as: Agent ID, Agent Email, Received, Outbound, Completed, Finalized (Finalized by agent), etc.
  • This field will only display options once a Grouping option is selected.
    • For both the Conversation Channels and Service History types, you can use additional columns in the following cases:
    • When you need a general understanding of your support operation's performance based on the established SLA, in order to apply best practices if agents are handling a large number of conversations outside the set timeframe. 
    • When you make third-party payments for your support operation and one of the criteria for full agent payment is meeting SLAs. In this scenario, it's necessary to regularly track this metric.

Once everything is set, click Create report, or if you prefer, click Cancel.

Edit or export report

If you already have reports created and want to edit or export one, follow these steps:

Click the three dots on the right side of the report to Edit or Delete. Click on the desired report to open it with all the details you provided when creating it (name, description, report type, etc.). If needed, apply filters for your search, such as:

• Period: Today, Last 7 days, Last 30, Last 90, Custom period
• Channels: WhatsApp, Webchat
• Groups: company departments
• Agent: All or by specific agent name

Finally, click Edit report or Export report.

 Done! Step completed.