Conversations Reports
On the Statistics page, you can access detailed reports on chats, support requests, searches, user activities, and general topics. You can customise the reports by filtering them according to criteria such as date, channel, user, or team, and easily track performance, satisfaction, tag usage, and campaign results.
Opened Count: Indicates the total number of conversations that have been opened.
Closed Count: Refers to the number of conversations that were opened, responded to, and closed at the end of the interaction.
New Count: Shows the number of conversations from users who have never contacted you before and are reaching out for the first time.
Returning Count: Indicates the number of conversations from users who had previously interacted with you, whose conversations were closed, and who later contacted you again — meaning the conversation has been reopened.
No matter which report section you open, you can click on the area indicated by the arrow to configure the following settings:
Set the date range for the report
Select which channels the report should cover
The channels mentioned here include all platforms and channels where messaging takes place and where you can respond to comments or questions.
When you click the arrow icon, a section opens where you can customize the report according to your needs by adjusting the following settings:
Channels: Select the channels where the messages are located to include them in your report.
Unique Conversations Only: You can filter your report by selecting Yes or No under the Only Unique Conversations option, depending on whether you want to include only unique conversations or all conversations in the results.
Date Range: You can define a specific time period by setting the start and end dates.
This way, you can generate reports that display the data exactly as you want.
Messages
Messages: Displays the total number of individual messages sent and received, regardless of which conversation they belong to.
To filter the reports on the Messages page, click the filtering button shown here.
Date Range: You can define a specific time period by setting the start and end dates.
Channel: Select the channels where the messages are located to include them in your report.
Additionally, by using the Comments and Questions charts, you can generate reports for messages related to comments and questions in the same way.