Reports (Conversations)
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.
On the Statistics page, you can view different reports through the menu on the left:
Conversation
Support Requests
Call
User
General Topics
When viewing any report, you can set your own date range to review reports for the desired period.
Conversations
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
Unique Conversations Only
Start Date
End Date
This way, you can generate reports that display the data exactly as you want.
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.
Message
To filter the reports on the Messages page, click the filtering button shown here.
Messages: Displays the total number of individual messages sent and received, regardless of which conversation they belong to.
In the panel that opens, you can set a date range by specifying the channels where the messages are located, as well as the start and end dates.
When generating this report, you can customize it using date range, channel, and other filter options.
Additionally, by using the Comments and Questions charts, you can report messages related to comments and questions in the same way.