New: Chat Flow and Chat Desk reports
Release date: 5 November 2021
Last updated
Release date: 5 November 2021
Last updated
Two new reports were added to the Analytics & Reports section in the Clickatell Portal for users of the Chat Flow and Chat Desk products. An additional column was also added to the "Channels" report to indicate the read status of WhatsApp messages.
A new "Full Analytics" report is now available under the Bots heading. This report provides a full view of the user's Chat Flow data over different time periods.
Information you can view for the selected timeframe and channel include:
Total number of users per user type (new vs returning)
Total interactions trend
Top 5 flows
Top 5 channels
Top 5 keywords
Total interactions by country
In each case, the current period is compared to the previous period. Users can also download the report in PDF format.
A new "Full Analytics" report is now available under the Agents heading. This report provides a full view of the user's Chat Desk data over different time periods.
Information you can view for the selected timeframe and channel include:
Total number of completed chats
Number of chats per channel
Average customer waiting time in queue
Average number of available agents
Total chat duration
Types of Tickets
Total number of tickets
Number of tickets assigned (via scheduler vs manually)
Number of unassigned tickets
Number of flagged chats
Average flagged chat duration
Number of agent-initiated chat notifications per channel
Number of agent-to-agent chat transfers
In each case, the current period is compared to the previous period. Users can also download the report in PDF format.
