On the Statistics page, you can view different reports via the menu on the left:

• Chat

• Support Requests

• Search

• User

• General Topics

When viewing any report, you can examine the report for the period you want by specifying the date range yourself.

Whichever report section you open, you can configure the following settings by clicking on the area indicated by the arrow:

• Specifying the date range for the report

• Selecting which channels the report will cover

The channels mentioned here include all platforms and channels where messaging takes place and where you can respond to comments or questions.

By clicking on the arrow icon, you can create a report tailored to your needs by adjusting the following settings in the section that opens:

• Channels

• Start Date

• End Date

• Other filtering options

This allows you to report the data you wish to see in the format you prefer.

Number Opened: Shows the total number of chats opened.

Number Closed: Indicates the number of chats that have been opened, replied to, and closed at the end of the conversation.

New Count: Shows the number of chats that have never been seen before and are writing to you for the first time to establish contact.

Recurring Count: Shows the number of chats that have been seen before, closed at the end of the conversation, and subsequently written to you again; that is, it indicates situations where the chat has returned to an open state.

Messages: Regardless of which chat it is in, it shows the number of messages sent and received individually.

When creating this report, you can customise it using the date range, channel, and other filter options.

Additionally, you can report on messages related to comments and questions in the same way using the Comments and Questions graphs.

Opened Tickets: Displays the number and charts of new and reopened tickets.

Filtering Options: You can filter the report by channel, date range, and priority types of ticket to customise it.

The channel type here includes email.

Priority types: There are 4 types: Low, Normal, High, and Urgent.

By categorising ticket according to priority types, you can manage your resolution process according to priority status.

This report allows you to view the status of incoming tickets:

Open: Shows the number of tickets that are still unresolved and open.

Pending: Shows the number of tickets for which the resolution process has been initiated but not yet completed.

Resolved: Shows the number of tickets that have been resolved.

In this section, you can see a graph showing how many support requests you have received, categorised by priority level: Low, Normal, High, and Urgent.

To examine the report in more detail, you can filter by request type and date range.

In this section, you can review your support requests by type and view them in numerical and graphical formats.

To further customise the report, you can filter by date range.

In this section, you can review your support requests by status and view them as numbers and graphs.

To examine the report in more detail, you can filter it by date range.

In the Calls tab, you can see the number of incoming and outgoing calls.

In the incoming and outgoing call reports, you can review calls as Answered, Rejected, and Unanswered.

You can also view metrics such as Average Waiting Time and Average Call Duration in these reports.

With the Activity Overview report, you can view information such as:

• Online Time

• Away Time

• Satisfaction Score

You can also access graphs showing metrics such as users' average online time and average offline time from here.

In the Chats section of the User tab, you can review:

• The number of assigned conversations

• The number of transferred conversations

• The number of closed conversations

• The average first response time

• The average resolution time

In the Support Requests section of the User tab, you can review:

• The number of assigned tickets

• The number of transferred tickets

• The number of resolved tickets

• Average first response times

• Average resolution times

In the Calls section of the User tab, you can access reports containing the following information about users:

• Number of inbound calls

• Number of answered calls

• Number of missed calls

• Number of declined calls

• Number of outbound calls

• Average talk time

In the Labels section of the General tab, you can access reports containing the labels you have created and the number of times these labels have been applied to chats.

Performance:

• You can access reports on average first response time and resolution time.

• You can filter reports by date, team or individual.

Satisfaction:

• You can view reports on surveys, survey responses, and survey comments.

Campaigns:

• You can access an overview of your campaigns, cost calculations, message content, and communication reports.