Table of Contents

Reporting for Support

JQ Lee Updated by JQ Lee

Business Goal: Keep track of all the metrics relevant for your support performance and conversations.

The Reports Module provides insight on trends and team performance on the platform. Use it to generate reports for long-term support trend analysis and track the performance of your support team as a whole or agents individually.

Benefits of Reporting for Support

Use support reports to:

  • Generate and analyze reports with metrics relevant for the management team’s long-term planning.
  • Generate and analyze reports with metrics to keep track on team and agents’ performance.

Methods for Reporting

  1. Analyze support trends and track team and agent performance in the Reports Module.
  2. Export historical data to a CSV file from the Workspace Settings.
  3. Send real-time data to a Google Sheet or an external data warehouse using Workflows.
Use this method when you want to analyze trends and track agents’ performance in the platform.

Method Objectives

  • Identify the busiest times of the day.
  • Identify the type of conversations agents are having with customers.
  • Identify the type of customers that are sending you messages.
  • Identify the most used Channel for inbound conversations.
  • Identify the average response and resolution time as a team.
  • Evaluate the performance for each agent.
  • Identify potential anomalies for resolved conversations.
  • Identify potential anomalies for outbound conversations.

How-To

Tip: Learn more about the Reports Module here.
Identify the busiest times of the day

Use the Conversation Opened heatmap to observe peak periods for open conversations within a selected timeframe. This helps support managers identify the busiest times within a day for agents the purpose of scheduling agents or justifying hiring needs.

Conversation Opened heatmap

Go to Conversations > Conversations Opened heatmap. Filter by Teams or Users for further analysis if necessary.

Identify the type of conversations agents are having with customers
Tip: Learn how to customize your Conversation Categories here.

Use the Category filter to identify the type of conversations agents are having with customers. This helps support managers determine if a conversation category with alarming rates of inquiries requires upper management’s attention. For example, if your business is getting a lot of bug-fix questions within a certain period of time, you may want to investigate the underlying problem for this category.

Category filter

Go to Conversations > filter by Category. Then compare the metrics among the available categories in your workspace.

Identify the type of customers that are sending you messages

Use the Conversations Opened by Contact Type to identify if the conversations were opened by new or returning Contacts. If the opened conversations are mostly from New Contacts, this could mean your business is getting inquiries from new customers. If the opened conversations are mostly from Returning Contacts, this could mean they are returning customers messaging your business to complain about a service or product.

Go to Conversations > Conversations Opened stacked bar chart > select Contact Type in dropdown > select your preferred timeframe.

Identify the most used Channel for inbound conversations

Use the Incoming Messages chart to identify which Channel customers use most when sending messages to your business. Understanding Channel popularity among your customers helps to justify a subscription cost for a particular Channel if necessary. For example, if most of your customers are using WhatsApp to message you, then it’s justifiable to keep paying for your official WhatsApp API account.

Incoming Messages

Go to Messages > view Incoming Messages stacked bar chart.

Identify the average response and resolution time as a team

Use the Performance chart to identify the overall average response and resolution time of your support team.

Performance chart

Go to Conversations > Performance curved line chart. If you have multiple support teams, use the Teams filter to get data for individual teams.

Evaluate the performance of each agent

Use the User Performance table to view detailed performance reports on each agent. Here, you can compare agents' workload and set a benchmark for performance goals based on the average statistics. All metrics in this list are based on conversations closed by the agent.

User Performance table list

Go to Users > User Performance table list. To see an individual agent’s performance in other Report Tabs, use the Users filter when you are on those tabs.

Identify potential anomalies for resolved conversations

Use the Conversation List table to get a rundown of all resolved conversations.

Conversation List table

Go to Conversations > Conversation List table.

Support managers can use this list to evaluate the quality of conversations with customers by analyzing the columns available here. For example, if a conversation has a long Resolution Time with high number of Messages, you'll want to investigate if this was an uncommon issue or if the agent requires more training on an existing issue.

The closing note summaries written by your agents when closing conversations can be monitored for further analysis by clicking on the Contact name should any closing notes raise red flags.

Identify potential anomalies for outbound conversations

Use the Conversations Opened by Contact Type report to identify anomalies for outbound conversations in your team. Support agents usually do not message the customer first unless it’s necessary for follow-up purposes or used by dedicated support agents to stay in touch with VIP customers. For example, if a support agent is found to have a high open conversation rate, managers may want to check in with the agent for an explanation.

Conversations Opened by Contact Type

Go to Conversations > Conversations Opened by Contact Type stacked bar chart > filter Users to see the data on outbound messages sent by a specific agent.

Export historical data to a CSV file from the Workspace Settings

Use this method when you want to get historical data.

This method allows you to get historical records for messages or closed conversations from the Workspace by exporting the data to a CSV file for your long-term in-depth support trend analysis.

Method Objectives

  • Get historical records on Conversations or Messages

How-to

Get historical records on Conversations or Messages
Tip: Learn more about Data Export here.

Use Data Export to export Conversations or Messages records from the Workspace for in-depth analysis.

Data Export

In Settings, go to Workspace Settings > select Data Export > choose the data to export > set the Date Range in the dropdown > click Export Data to begin the process. Once it’s ready, download the file from the Data Export History table anytime within 7 days.

Messages Data Details
By downloading Messages data, you’ll get records of all messages sent in the Workspace within the selected date range. Messages data includes Date & Time, Sender ID, Sender Type, Contact ID, Message ID, Contact Type, Message Type and Content of the message.

Conversations Data Details
By downloading Conversations data, you’ll get records of all closed conversations in the Workspace with the selected date range. Conversations data include Conversation ID, Date&Time Conversation Started, Date&Time Conversation Resolved, Contact ID, Assignee, Number of Outgoing Messages, Number of Incoming Messages, Date&Time First Response, Resolver, First Response Time, Resolution Time, Category and Summary of the conversation.

Send real-time data to a Google Sheet or an external data warehouse using Workflows

Use this method when you want to get real-time data updated in an external data platform.

This method allows you to pick and export selected real-time data updates for closed conversations in the Workspace. Export the data automatically to a Google Sheet or an external data warehouse using Workflows for consistent and uniform data collection based on your business needs.

Method Objectives

  • Send data to a Google Sheet or an external data warehouse.

Workflow Setup

Send data to a Google Sheet or an external data warehouse

Use Workflows’ Trigger Variables to send specific closed conversation data to a Google Sheet or an external data warehouse. These Variables are only available when the Conversation Closed Trigger is selected.

Workflows’ Trigger Variables

Set Trigger to Conversation Closed > select the preferred Trigger Conditions > use the Trigger Variables list in the toggle as a reference for specific data you choose to export based on your business needs.

Apply the relevant Trigger Variables in the configuration of the Add Google Sheets Row Step or HTTP Request Step to automatically send selected closed conversation data to a Google Sheet or a data warehouse.

Tip: Learn more about Trigger Variables here.

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