Leverage pre-defined and ready-made reports from our library without having to build anything from scratch. You can also access a new range of in-built metrics with multiple filters, distinguished colors, and highly visual data.
Some of the powerful default reports that are available are:
Conversation overview reports
With this report, you can track the chat volume and agent productivity. You can analyze how well your team is managing chat volume and the volume of the queries coming in at different hours of the day to manage shifts and resources. You can also see how quickly your agents send the first response and resolve conversations.
Team performance report
With this report, you can track the total number of conversations your agents participated in and the overall number of messages sent by each agent in the team. You can also get insights on the total number of surveys sent on behalf of each agent, a count of their satisfactory and dissatisfactory ratings, and their average CSAT score.
This report is available only in the Growth plan and above.
Agent Availability report
With this report, you can track your agent's presence, and see which agent is online and available for IntelliAssign to assign chats.
This report is available only in the Pro and Enterprise plans.