Reading the report
The report screen shows conversations, those passed to agents, and those reaching the payment page periodically; each figure is compared with the previous period of the same length.
- Company administrator
How to read the report?
The report screen shows conversations, those passed to agents, and those reaching the payment page periodically; each figure is compared with the previous period of the same length. Who can do this: Company administrator. A decrease in the number of conversations passed to agents is good: it means the assistant has resolved more conversations independently. In the left menu, click Management → Report.
Steps
In the left menu, click Management → Report.
Select the period from the top: Today, This week, Last 7 days, Last 30 days, or This month 1.
View the assistant's independent resolutions, conversations passed to agents, and satisfaction on the cards; the ▲/▼ badge indicates change compared to the previous period 2.
Hover over a day on the Daily conversations graph to see that day's figures 3.
Scroll down for the Conversion funnel and Agents table.
- 1Period selection
- 2Compared to previous period
- 3Daily graph
Topics, from chat to cart, and callback requests
These cards show chat topics during the period, clicks to add products from product cards to the cart in SmartSales stores, and the number of visitors leaving contact information.
- Most asked topics: distribution of chat topics opened and closed via the panel during the period (Returns, Compatibility, Shipping, Price, Stock, Order, Other).
- Chat to cart: number of clicks on 'Add to cart' on the product card in the connected SmartSales store website.
- Callback request: number of visitors leaving contact information; also visible as a separate line in the daily graph.
The ▲/▼ badge on these cards also shows change compared to the previous period.
