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CX Digital Channels Reports

CX Digital Channels Reports

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