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  1. Reporting
  2. Reports
  3. Reviewing channel reports
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Reviewing channel reports

Channel historical reports include performance indicators for messaging channels over the selected period.

Information

Data in the reports is updated within an hour.

  1. On the left sidebar, select Reporting > Reports.
  2. Select Channels.
Note

The Channels section is not available to users with the Supervisor role.

  1. Set the report date range and specify the interval: per Hour, Day, Week, Month, or All time.
  2. Review the report.

A channel report includes:

  • Avg. resolution time – Average time it takes to resolve a customer conversation. The metric only includes calls processed in queues.

  • New chats – The number of new conversations arrived in the channel within the specified period. The metric only includes calls that came from queues.

  • Closed chats – The total number of conversations closed in the channel within the specified period. The metric only includes calls processed in queues.

  • Lost chats – The total number of conversations lost in the channel (when a customer leaves the conversation without being answered). The metric only includes calls that came from queues.

Channel report
  1. Click XLS or CSV to download the report as an .xls or .csv file.