Reports

Reports are used for monitoring the activity of users in replying dialogs coming from clients, as well as for forming the general statistics on requests of organizations. In order to view reports you should press the "Reports" button located in the top-right part of the "Chat" tab. The tabs of available reports will appear in the left part of the window as soon as you do this:

The upper box of the list contains several types of reports by all service groups. Reports by each service group are located below.

Total Amount

This report shows the number of dialogs by all service groups by months. Blue bars indicate the amount of processed dialogs and the red bars show the amount of unprocessed. When you hold the mouse cursor over a bar, a pop-up help containing the number of dialogs will appear.

The diagram can be rescaled by one of the bar types. To do it click with the left mouse button on a bar. In this case only the chosen type of bars will be shown in the diagram. To get back to the initial state press the "All series" button located in the legend of the diagram.

Users

This reports represents the statistics by the number of dialogs the users participated in. Only the external (public) dialogs are counted here. When you hold the mouse cursor over a bar, a pop-up help containing the number of dialogs will appear.

Time

The "Time" report is intended for analysing the quality of servicing the clients contacted the company through the public component ("Online Assistant")of the module. It consists of two diagrams:

Summary Dialogs Amount by Days of Week

This diagram displays the statistics of the number of dialogs by the days of week. Unprocessed dialogs are displayed with the red bars and the total number of dialogs is displayed with blue ones. If you put a mouse cursor over a bar a pop-up help containing the number of dialogs will appear.

Summary Dialogs Amount by Hours

This diagram displays the statistics of number of dialogs by every hour of day. The red bars also represent the number of unprocessed dialogs and the blue ones represent their total number.

Organizations

This report represents the statistics by the number of dialogs bound to different organizations. Also this report displays the percentage of unprocessed requests for dialogs received from organizations.

The left mouse button click on the organization name in the corresponding column shows the organization information in the "Organizations" module.

Groups

This report displays statistics by the number of chat dialogs in each service group for a selected time period.

Rating by Users

Users that contact your company through the public component of the "Chat" module can rate the dialogs with employees. This report displays the average rates for the selected period for each employee:

In the upper part of the report, you can select the ascending or descending sorting of rates.

Rating from Clients

This reports is also drawn on the basis of rates given to public dialogs. However, in this case, the rates are grouped by organizations that request consulting through the chat:

In the upper part of the report, you can select the ascending or descending sorting of rates.

Ratings

This report contains the statistics of how users rated chat dialogs. Distribution of rates is displayed for each group using bars of different colors.

Choosing Period

In some reports there is a possibility of choosing the time period the report should be formed for. You can choose a period from the pop-up list located in the upper-right part of the tab:

If the "period..." variant is chosen, the additional fields appear in the report title of a report, where one can choose a custom period for report generation:

A period can be specified either manually or using the interactive calendar, that is opened by pressing the button. Once the beginning and ending dates are specified, one should press the button.