The following reports are only applicable to Digital Channels such as WebChat, WhatsApp, Telegram, and SMS.

Conversations Summary

This report provides the following  Digital Channel details:

• Total number of conversations initiated in the selected period.

• Total number of incoming messages received in the period.

• Total number of outgoing messages sent in the period.

• Average first response time in the period.

• Average resolution time in the period.

• Total number of conversations resolved in the period.

• Time series graphs based on metric clicked:

  • Conversations initiated  “group by” selection.

  • Number of incoming messages received “group by” selection.

  • Number of outgoing messages sent “group by” selection.

  • Average first response time “group by” selection.

  • Average resolution time “group by” selection.

  • Conversations resolved “group by” selection.

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Report Description

(Digital Channels Conversations)

• Metrics: Total number of conversations initiated, Total number of incoming messages received, Total number of outgoing messages sent, Average first response time, Average resolution time, Total number of conversations resolved.

• Charts: 

  • Conversations initiated “group by” selection.

  • Number of incoming messages received “group by” selection.

  • Number of outgoing messages sent “group by” selection

  • Average first response time by “group” selection

  • Average resolution time  by “group” selection

  • Conversations resolved by “group” selection

Report Filters

• Date Range.

• Time Range.

• Group data by: Day, Week, Month

Report Features

• View graphical chart.

• Schedule report delivery.

• Download the report as a spreadsheet or PDF.

Available in Offering

• Sangoma CX Premium

Agents Summary

This report provides the following Digital Channel details by agent or set of agents:

• Total number of conversations initiated in the selected period

• Total number of incoming messages received in the the period

• Total number of outgoing messages sent in the period

• Average first response time in the the period

• Average resolution time in the the period

• Total number of conversations resolved in the the period

• Time series graphs based on metric clicked (Con:

  • Conversations initiated “group by” selection.

  • Number of incoming messages received “group by” selection.

  • Number of outgoing messages sent “group by” selection

  • Average first response time “group by” selection

  • Average resolution time “group by” selection

  • Conversations resolved “group by” selection

• Open

  

Report Description

(Digital Channels Conversations)

• Metrics: Total number of conversations initiated, Total number of incoming messages received, Total number of outgoing messages sent, Average first response time, Average resolution time, Total number of conversations resolved.

• Charts: 

  • Conversations initiated “group by” selection.

  • Number of incoming messages received “group by” selection.

  • Number of outgoing messages sent “group by” selection

  • Average first response time “group by” selection

  • Average resolution time  “group by” selection

  • Conversations resolved “group by” selection

Report Filters

• Date Range.

• Time Range.

• Group data by: Day, Week, Month

• Agent(s).

Report Features

• View graphical chart.

• Schedule report delivery.

• Download the report as a spreadsheet or PDF.

Available in Offering

• Sangoma CX Premium

Inboxes Summary

This report provides the following Digital Channel details by inbox or set of inboxes:

• Total number of conversations initiated in the selected period

• Total number of incoming messages received in the the period

• Total number of outgoing messages sent in the period

• Average first response time in the the period

• Average resolution time in the the period

• Total number of conversations resolved in the the period

• Time series graphs based on metric clicked (Con:

  • Conversations initiated “group by” selection.

  • Number of incoming messages received “group by” selection.

  • Number of outgoing messages sent “group by” selection

  • Average first response time “group by” selection

  • Average resolution time  “group by” selection

  • Conversations resolved “group by” selection

Report Description

(Digital Channels Conversations)

• Metrics: Total number of conversations initiated, Total number of incoming messages received, Total number of outgoing messages sent, Average first response time, Average resolution time, Total number of conversations resolved.

• Charts: 

  • Conversations initiated “group by” selection.

  • Number of incoming messages received “group by” selection.

  • Number of outgoing messages sent “group by” selection

  • Average first response time “group by” selection

  • Average resolution time  “group by” selection

  • Conversations resolved “group by” selection

Report Filters

• Date Range.

• Time Range.

• Group data by: Day, Week, Month

• Inbox(es).

Report Features

• View graphical chart.

• Schedule report delivery.

• Download the report as a spreadsheet or PDF.

Available in Offering

• Sangoma CX Premium

Conversations History

This report provides detailed information about every Digital Conversation handled in the platform

Report Description

This report provides the following details per Digital Conversation:

• Transcription - When opened, a modal window displays the conversation messages content, including timestamps and sender. It also includes informative messages sent automatically by the system and the Agent internal notes. The modal window allows downloading the Transcript in .txt format. If the interaction was previously handled by a chatbot and was assigned to an Agent, the transcript will also include the conversation between the customer and the chatbot. The Contact E-mail and Web Browser information is not provided when the conversation took place through WhatsApp and Telegram channels.

• Agent - Agent name that handled the Digital Conversation. If clicked, it opens the Agent configuration screen.

• Inbox - The inbox name that queued the Digital Conversation. If clicked, it opens the Inbox configuration screen.

• Started at -The date and time the Digital Conversation was initiated by the Client

• Waiting Time - The duration the customer waited until the Digital Conversation was assigned to an Agent. 

• Assigned at - The date and time the Digital Conversation was assigned to an Agent.

• Resolved at - The date and time the Digital Conversation was finalized by the Agent or the Client.

• Conversation Time - The duration of the Digital Conversation between the Client and the Agent.

• Inbox Contact Information: This column details the entry point of the conversation for the channel. 

  • Webchat: This is the URL referenced in the WebChat Inbox.

  • WhastApp: This is the phone number the customer initiated the conversation with.

  • Telegram: This is the Telegram Bot the customer initiated the conversation with.

Report Filters

• Date Range.

• Time Range.

• Inbox(es).

Report Features

• Schedule report delivery.

• Download the report as a spreadsheet or PDF.

Available in Offering

• Sangoma CX Premium