Reports
Logs
"Optimize analysis with date and agent filters. Contact Assignment Logs track assignments, while Comments Log manages contact comments." Frequency and date — Select a date range from the drop-down list to be applied to the report. Alternatively, you ...
Contacts
"Use date and source filters. Contacts Chart tracks changes, Contact Source shows acquisition channels, and Contact Logs offer detailed activity records." Frequency and date — Select a date range from the drop-down list to be applied to the report. ...
Inbox
"Easily filter and download reports by inboxes by selecting the 'Inbox' option under the Reports section in the sidebar." Inbox You can also filter and download reports by inboxes. Click on the reports icon in the sidebar and select "Inbox".
Labels
"Effortlessly filter and download reports by labels by clicking on the 'Labels' option under the Reports section in the sidebar." Label You can also filter and download reports by labels. Click on the reports icon in the sidebar and select "Labels".
Agents
"User Performance report provides agent evaluation with filters for date and team selection, while User Sessions report offers efficient tracking of agent sessions by name with key session details." Filters Frequency and date — Select a date range ...
CSAT
"Access and review collected Customer Satisfaction (CSAT) surveys from the last month in the 'CSAT' section under Reports, with the option to filter by agent names. CSAT All the Customer Satisfaction surveys which have been collected from the ...
Campaigns
"Use the Campaign Filter to refine your analysis, view message statistics, and access detailed logs for failed and engagement messages in one convenient tool." Campaign Filter Frequency and date — Select a date range from the drop-down list to be ...
Conversation
"Conversations Report provides insights into conversation volume, response times, and source breakdown, helping managers optimize customer support." The Conversations report provides insights into the volume and traffic of conversations in the ...
Conversation
"Conversations Report provides insights into conversation volume, response times, and source breakdown, helping managers optimize customer support." The Conversations report provides insights into the volume and traffic of conversations in the ...
Overview
"The Overview page offers live metrics on open conversations, agent status, and conversation traffic, including key data points such as total open, unattended, and unassigned conversations.... Overview Overview page is a live view. It shows below ...
Main Concepts
"Key customer support metrics: First Response Time, Resolution Time, Unattended Conversations, and Unassigned Conversations." Main Concepts First Response Time Time taken to send first reply message to customer. Resolution Time Time taken to resolve ...