Conversation Reports

The Conversation Reports page provides operators with advanced search and filtering options to analyze past interactions efficiently. This feature allows users to locate specific conversations based on various criteria, offering enhanced accessibility and data insights.

Advanced Filtering

Operators can refine their search results using multiple filters, such as:

• Conversation ID – Retrieve a precise conversation using its unique identifier.

• Users (Operator) – Filter conversations based on the operator handling them.

• Visitors – Search interactions linked to specific visitors.

• IP Address – Locate conversations based on visitor IPs.

• Departments – Filter interactions by assigned department.

• Channel – Narrow down results based on the communication channel used.

• Duration – Search conversations based on their length.

• Tags – Identify interactions associated with specific tags.

• Status – Filter conversations based on their current state.

• Ended By – Determine who ended the conversation (operator or visitor).

Click the Add Filter button to filter the conversations based on specific criteria:

Customizable Table View

Operators can personalize their table display using the Columns button, which provides the option to include the following fields:

• Users – Displays the operator handling the conversation.

• Status – Shows the current state of the conversation.

• Phone – Includes the customer's phone number.

• Email – Displays the email address associated with the conversation.

• Conversation ID – Lists the unique identifier for each conversation.

• Visitor – Shows the visitor involved in the conversation.

• IP Address – Displays the visitor’s IP address.

• Department – Indicates the department handling the conversation.

• Channel – Shows the communication channel used.

• Channel Line – Displays the specific line within the selected channel.

• Queue Time – Shows the time the visitor spent in the queue.

• Talk Time – Displays the duration of the actual conversation.

• Total Time – Represents the total interaction time.

• Tags – Shows any associated tags for classification.

• Started – Displays the start time of the conversation.

• Ended – Indicates when the conversation ended.

• Ended By – Shows whether the operator or visitor ended the conversation.

Date Filtering

Use the Calendar feature to select a specific date range. Define start and end dates along with precise times to narrow down the displayed conversations.

By using the Conversation Reports feature, operators can efficiently manage and analyze customer interactions, ensuring better service and operational improvements.