UCal
  • Welcome
  • 🚀Getting Started
    • Quick Start
      • What is IS-Messenger?
      • Setting Up an Account
      • Connecting Channels
      • Inviting Your Teammates
      • Getting Contacts to Message You
      • Automated Welcome and Away Messages
      • Responding to Messages
      • Glossary of Terms
    • Connecting a Channel
    • Invite your teammates
    • Getting Contacts to Message You
    • Automated Welcome and Away Messages
    • Responding to messages
    • Glossary of Terms
    • Creating a Chatbot
  • ⚙️Workspace Modules
    • Dashboard
    • Inbox
      • Inbox Overview
      • Assignment and closing a conversations
      • Custom Inboxes
      • Interacting with Respond AI Prompts
      • Using AI Assist
    • Contacts
      • Contact Details
      • Contacts Overview
      • Merge Suggestions
      • Contact Activity
      • Contact Channels
      • Contact Import
      • Segments
    • Broadcast
      • Broadcast Overview
      • Managing Broadcasts
    • Workflow
      • Triggers
      • Workflow Step
        • Step: Send a Message
        • Step: Ask a Question
        • Step: Assign To
        • Step: Branch
        • Step: Update Contact Tag
        • Step: Update Contact Field
        • Step: Open Conversation
        • Step: Close Conversation
        • Step: Add Comment
        • Step: Jump To
        • Step: Wait
        • Step: Date & Time
        • Step: HTTP Request
        • Step: Trigger Another Workflow
        • Step: Add Google Sheets Row
        • Step: AI Agent
      • Workflow Templates
    • Reports
      • Reports: Conversations
      • Reports: Responses
      • Reports: Resolutions
      • Reports: Messages
      • Reports: Contacts
      • Reports: Assignments
      • Reports: Leaderboard
      • Reports: Users
      • Reports: Broadcasts
  • ⚙️Workspace Setting
    • Managing a Workspace
    • General
    • Users
      • Access Levels
    • Teams
    • Channels
      • Chat Menus
    • Contact Fields
    • Growth Widgets
      • Website Chat Widget Quick Start
      • Website Chat Widget Overview
      • Workspace Settings: Growth Widgets
      • Install Website Chat Widget on Squarespace
      • Install Website Chat Widget on Joomla
      • Install Website Chat Widget on Wix
      • Install Website Chat Widget on Shopify
      • Install Website Chat Widget on WordPress
      • How to Track Conversation Source from Multiple Websites
    • Respond AI
    • Integrations
      • Dialogflow
        • Dialogflow: Connecting to Dialogflow
        • Dialogflow: Creating a Chatbot
        • Dialogflow : Managing Intents
        • Dialogflow: Parameters
        • Dialogflow: Events
        • Dialogflow: Response Templates
        • Dialogflow: Custom Payloads
        • Dialogflow: Fulfillment Webhook Request
      • E-Commerce & CRM Integrations
        • E-Commerce Integration: Shopify
        • E-Commerce Integration: BigCommerce
        • E-Commerce Integration: WooCommerce
        • E-Commerce Integration: Magento
        • CRM Integration: HubSpot
        • CRM Integration: Salesforce
        • CRM Integration: Pipedrive
        • CRM Integration: ActiveCampaign
      • Zapier
      • Developer API
      • Webhooks
      • Make (formerly Integromat)
    • Closing Notes
    • Snippets
    • Files
    • Data Export
    • Data Import
  • ⚙️User Account
  • Profile
  • User Activity Status
  • Notifications
  • Resetting your Passwords
  • 👨‍👧‍👦CONTACT AND MESSAGES
    • Dynamic Variables
      • Dynamic Variables Overview
      • How to Use Dynamic Variables
    • Contact Search and Custom Inbox
    • Conversations
  • ⚙️MESSAGING CHANNELS
    • Channel Overview
    • Facebook Messenger
      • Facebook Messenger Quick Start
      • Facebook Chat Plugin
      • Private Replies
      • Message Tag
    • Instagram
      • Instagram Overview
      • Instagram Quick Start
    • WhatsApp
      • WhatsApp Business API Quick Start
      • Getting Ready for Inbound Conversations
      • Getting Ready for Promotional Messaging
      • WhatsApp Official Business Account (Green Tick)
      • Grow your WhatsApp Audience by Maximizing Entry Points
      • Get WhatsApp API Account for Government Agencies
      • Meta Business Verification
      • WhatsApp Message Templates
      • WhatsApp Pricing
      • WhatsApp Business Platform (API) Channel Configuration
      • WhatsApp Messaging Limits
      • Meta Product Catalog
      • Change Your WhatsApp Business Display Name
      • Phone Number Migration to IS-Messenger WhatsApp Business API
      • Turn-off WhatsApp Number Two-Step Verification
      • WhatsApp Cloud API
        • Migrating from On-Premises API to Cloud API
        • Migrating from Cloud API to On-Premises API
        • Set up the WhatsApp Echo Bot
        • Load Testing on Cloud API
        • Experiments
        • Webhooks Setup
      • 360Dialog WhatsApp
      • Twillio WhatsApp
      • MessageBird WhatsApp
      • Vonage WhatsApp
      • Phone Number Migration to WhatsApp Cloud API
    • Website Chat Widget
      • Install on WordPress
      • Install on Shopify
      • Install on Wix
      • Install on Squarespace
      • Install Website Chat Widget on Joomla
    • LINE
      • LINE Overview
      • LINE Quick Start
    • Telegram
      • Telegram Overview
      • Telegram Quick Start
    • Viber
      • Viber Overview
      • Viber Quick Start
    • SMS Overview
      • Twilio SMS Quick Start
        • Importing Contacts to Twilio SMS
      • MessageBird SMS Quick Start
      • Vonage SMS Quick Start
    • Twitter Overview
      • Twitter Quick Start
    • WeChat
      • WeChat Overview
      • WeChat Quick Start
    • Google Business Message
    • Email
      • Google Workspace Quick Start
      • Other Email
    • Custom Channel
      • Custom Channel Overview
      • Custom Channel Quick Start
  • New Release Update
  • Support Use Cases
    • How to Identify Contacts by Email and Phone NumberI
    • How to Enrich Customer Data from a CRM or other Business Software
    • How to Route Customers to the Right Team Automatically
    • How to Auto-Assign Customers to a Team or Dedicated Agent
    • How to Send Outbound Support Messages
    • Support: Closing Conversations
    • How to Supervise Your Support Agents
    • How to Analyze Reports for Support
    • How to Send CSAT to Customer and Save Data in Google Sheets or CRMs
  • Handling Inbound Conversations
    • Managing Spam
    • Create Automated Welcome and Away Messages
    • Get Contacts’ Consent for Personal Data Collection
    • Create Automated Chat Menus
    • Collect Contacts’ Emails and Phone Numbers
    • Route Contacts by Shifts
    • Route Contacts by Team Functions
    • Route New & Returning Contacts
    • Route VIP Contacts
    • Assignment Strategy: Automatic Contact Distribution & Load Balancing
    • Assignment Strategy: Unassign Agents after Conversations Closed
  • Capture Conversations
    • How to Streamline Meeting Scheduling via CTC Ads
    • How to Automate Product Info Sharing in Conversations Initiated via CTC Ads
    • How to Track Conversation Source from Multiple Websites
    • How to Route Contacts from CTC Ads to Agents
  • Automate Conversations
    • How to Maximize Customer Service Potential with AI Agent
    • How to Automate Contact Information Collection with AI
    • How to Route Contacts to Preferred AI Agent
    • How to Automatically Qualify Contacts Based on Budget Using AI Agent
    • How to Route Contacts by their Preferred Language
    • How to Create Automated Chat Menus
    • Assignment Strategy: How to Automate Contact Distribution & Load Balancing
    • Assignment Strategy: Unassign Agents after Conversations Closed
    • How to Create Automated Welcome and Away Messages
    • How to Block Contacts and Manage Spam
    • How to Route New and Returning Contacts
    • How to Collect Contacts’ Emails and Phone Numbers
    • How to Route New and Returning Contacts
    • How to Route Contacts by Team Functions
    • How to Route Contacts by Shifts
    • How to Get Contacts’ Consent for Personal Data Collection
    • How to Route VIP Contacts
  • How to Promptly Transfer Conversation Between Agents
  • How to Guide Customers from Exploration to Purchase with Engaging Menus
  • How to Optimize Customer Onboarding with Automated & Customized Welcome Messages
  • Converse with Customers
    • How to Get a Complete View of the Customers
    • How to Simplify Customer Escalation with Automation
    • How to Transfer Contacts to the Next Shift Automatically
    • How to Optimize Agents’ Productivity in the Messages Module
    • How to Align AI Conversations with Your Brand Voice
    • How to Draft Customer Replies with AI
    • How to Convert Image to Text Using AI
    • How Automate Calculations Using AI
  • Broadcasts Use Cases
    • How to Sending a Simple Broadcast
    • How to Start a Workflow Based on Broadcast Response
    • How to Import to Broadcast via WhatsApp
    • How to Troubleshoot a Failed Broadcast
  • Sales Use Cases
    • How to Collect Leads' Email and Phone Number
    • How to Enrich Contact Data and Qualify Leads
    • How to Route Leads
    • How to Auto-Assign Leads to Sales Agents
    • How to Send Outbound Sales Messages
    • How to Track Productivity by Closing Conversations
    • How to Supervise Sales Agents
    • How to Analyze Reports for Sales
  • Accessing Help Menu
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On this page
  • Benefits of Reporting for Support
  • Methods for Reporting
  • Analyze support trends and track team and agent performance in the Reports Module
  • Identify the busiest times of the day
  • 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 of each agent
  • Identify potential anomalies for resolved conversations
  • Identify potential anomalies for outbound conversations
  • Export historical data to a CSV file from the Workspace Settings
  • Send real-time data to a Google Sheet or an external data warehouse using Workflows
  • Send data to a Google Sheet or an external data warehouse
  1. Support Use Cases

How to Analyze Reports for Support

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.

Analyze support trends and track team and agent performance in the Reports Module

Use this method to analyze trends and track agents’ performance in the platform.

Method Objectives

  • Identify the busiest times of the day.

  • 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

Identify the busiest times of the day

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

Go to Reports module > Conversations > Conversations Opened Heatmap.

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 Reports module > Conversations > Conversations Opened > select Contact Type in the Group By drop-down list > select the date range.

Identify the most used Channel for inbound conversations

Use the Incoming Messages chart to identify the Channel customers used the most when sending messages to your business. Understanding the Channel's 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.

Go to Reports module > Messages > Incoming Messages.

Identify the average response and resolution time as a team

Use the Leaderboard chart to identify the overall average response and resolution time of any team.

Go to Reports module > Leaderboard > Average Response Time or Average Resolution Time > select Team in the Group By drop-down list. By default, only the top 10 users or teams will be shown in the charts. If you would like to see the average response and resolution time for different team(s), 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.

Go to Reports module > 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.

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.

Identify potential anomalies for outbound conversations

Use the Outgoing Messages by Source chart 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.

Go to Reports module > Messages > Outgoing Messages > select Outgoing Message Source in the Group By drop-down list > 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 to obtain 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

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

Go to Settings module > select Data Export under Workspace Settings > select the data to export from the drop-down list > set the date range from the drop-down list (only available for Conversations, Messages, and Failed Messages data) > 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
Conversations Data Details

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

Use this method 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.

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.

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Last updated 1 year ago

Learn more about the .

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

Learn more about .

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.

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.

Learn more about or .

Learn more about .

Reports module
here
closing conversations
Data Export here
Add Google Sheets Row Step
HTTP Request Step
Trigger Variables here
User Performance table list
Workflows’ Trigger Variables