Conversations per week
How many come in each week, against the previous period.
Analytics & reporting
Reports on what your agents handle
Every call, email and WhatsApp is counted: what comes in, through which channel, at what time and how it ends.
Reports/OverviewHelp
Ask Dele
Ask DeleLast 7 days3 Nov – 9 NovVs previous periodAll channelsExport
Conversations per week
48↑ 7
ConversationsPrevious period
By agent
PhoneWeb chatEmail
By channel
- Phone3063%
- Web chat1225%
- Email613%
How conversations end
By hour of the day
What conversations are about
What comes in and when
By channel
How much comes in by phone, web chat, email or WhatsApp.
By hour of the day
When customers write and call, nights and weekends too.
By agent
What each agent handles: breakdowns, quotes, visits or warranties.
How each conversation ends
Resolved by the agent
The share the agent closes without anyone having to touch it.
How the agent is doing
Resolved, no person, not pending, no failures and no repeat calls, against the previous period.
Conversation flow
From the channel to the agent, and on to resolved, a person or pending.
Frequently asked questions
Does it score the people in the office?
No. Reports measure what comes in and how it gets resolved, never scores or rankings of people.
Where does the data come from?
From the conversations the agent handles on your channels. Nothing to tag, no spreadsheets to fill in.
Can I get the data out?
Yes. Every report can be exported to use in your own tools.