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Overview

General Description:

  • Case ID: You can find a specific report by a case ID. Every ticket has a unique case ID.

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  • Search: You can use the 'Search' filter by searching by a agent name/customer name which will filter out the agent report.

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  • Date: You can filter out report by a specific date.

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  • Channels: Use channels filter to find a report.

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  • Export: To download a report use export filter.

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User Performance Report: User performance refers to agent performance report that evaluates the performance of individuals or teams working as agents which includes the information such Total Available Time, Total Break Time, Agent Login, Agent Logout, Total Agent Disconnect, Total Customer Disconnect.

Business Performance Report: Daily Service Performance Report is a document generated by businesses to monitor and evaluate the performance of their services on a daily basis. The purpose of a Daily Service Performance Report is to track the efficiency, effectiveness, and customer satisfaction associated with the services provided by the organization each day. It includes Total Comment Received Today, Service Level(%), Agent Reply(%), Response Rate(%), Average Handling Time, Total Hide, Total Delete coloums.

Conversation Report: Conversation report refers to master report in our system which includes channel, Response Duration, Assigned Time, Agent Start Time, Agent End Time, Sentiment, Actions by which you can analysis of a conversation or series of conversations between customer service, support, or sales context. You can improve the quality of the interaction, evaluate customer satisfaction, and identify areas for improvement from using this report.

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