New: Chat Flow and Chat Desk reports

Release date: 5 November 2021

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.

CHAT FLOW FULL ANALYTICS

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.

CHAT DESK FULL ANALYTICS

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.