Category: 10.5 Support Service

This article explains, in more detail, call statuses, indicator calculation rules, and how data export works in the WhatsApp calls report in Zenvia Customer Cloud. It is recommended for users who need to: Analyze data in greater depth. Audit service interactions. Understand why a call was classified

The WhatsApp calls report allows you to track consolidated information about voice calls made and received through WhatsApp in Zenvia Customer Cloud. Access to the calls report is available only to users with the following roles: Advanced Agent, Operator, Administrator, and SysAdminHow to access the

Important: Before following the instructions, make sure the feature is available for your access profile.The Channels report in Support Service in Zenvia Customer Cloud shows all information about tickets received through different communication channels. Use it to analyze and generate detailed repo

Important: Before following the instructions, make sure the feature is available for your access profile.Create custom reports to monitor and analyze your support tickets. You can generate, edit, and export reports, applying filters that make it easier to extract strategic information and manage ope

Important: Before following the instructions, make sure the feature is available for your access profile.The Support Conversations report from Zenvia Customer Cloud provides detailed information about the conversations handled by the Support team. Use it to analyze and generate comprehensive reports

Important: Before following the instructions, make sure the feature is available for your access profile.The Response Time (SLA) report in Zenvia Customer Cloud shows all the information about Support Service response times for tickets. Use it to analyze and generate detailed reports on tickets hand