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Reports

The Reports section provides a comprehensive overview of chat performance over a selected time range. It supports data-driven monitoring and allows you to assess service quality, agent responsiveness, and workload distribution.

To access this section, click on Reports located in the left-hand sidebar. The dashboard will display key performance indicators based on the selected date range.

Date Filtering​

At the top of the screen, select a start date and end date using the date picker controls. Once the range is defined, the metrics shown below will automatically update to reflect the selected period.

Key Metrics​

The dashboard includes the following metrics:

  • Total Chats: Displays the total number of conversations handled by the system within the selected date range.
  • Handover: Indicates the number of conversations that were transferred from an agent to another entity. This may include handovers to a chatbot flow, to another operator, or to an operator group, depending on the specific context of the interaction.
  • Chats With Operator Contact: Shows how many chats included direct interaction with a human agent.
  • Chats Without Operator Contact: Reflects the number of chats completed without agent intervention.
  • Average Waiting Time: Represents the mean duration users waited in the queue before an agent responded.
  • Waiting Time Benchmark: Visualises the distribution of chat response times against a predefined benchmark. The gauge is split into “Good” and “Not Good” sections to quickly indicate service performance.

Exporting Data​

Use the export icon to download the report as an Excel file (.xlsx) for further analysis, reporting, or archival purposes.