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Report: Resolution
3 min
Created by KM on 3/17/2023 2:42 PM
Updated by Larissa Aniceto on 7/27/2023 2:50 PM
Understand how to analyze the closing reasons in this report.

This report is useful to know the closing reasons for the agent's conversations. In addition to allowing you to see this information in total amounts and view them over a period of time, so you can identify opportunities for improvement that allow you to improve your sales.

To get started, go to Reports from your Zenvia Conversion account and click on Resolution. Two sections will appear, both can be filtered by group, period of time and/or source of the client.


Like every Zenvia Conversion report, the Resolution report is also downloadable in CSV (spreadsheet) format. Click on the arrow ⬇️ in the upper corner of each section to download the data. 

Closing reasons


Table Columns

  • Close reason

  • Total contacts: Number of contacts that have a conversation closed for this reason

  • Conversations: Number of conversations closed for this reason

  • Time to close / WH: Median time it takes the team to close a conversation taking into account working hours

  • Time to close / No WH: Median time it takes the team to close a conversation without taking into account working hours

     

This table shows metrics of your conversations and contacts regarding the reasons for closure. You will find 6 reasons for closing by default:

  • Wrong info

  • Waiting for a response

  • Inactive

  • Not interested

  • Out of stock

  • Sale.

 

To add new closing reasons, follow the steps in this article.

 

These closing reasons can be matched with four other variables.

  • The number of contacts who have a closed conversation for this reason

  • The number of conversations closed for this reason

  • The median time it takes for the team to close the conversation for this reason (taking into account ONLY business hours)

  • The median time it takes for the team to close the conversation for this reason (taking into account working and non-working hours)

 

Closing reasons over time

The same information mentioned above can be viewed over time so that you can identify peaks and troughs in each closing reason.

closing reasons over time


In addition to showing closing reasons, this dashboard also counts assignments (transfers), as these ones close the conversation for the transferring advisor and open a new conversation with the receiving user.