The Support Conversations report in Zenvia Customer Cloud provides detailed information about the Support Service conversations. Use it to analyze and generate comprehensive reports on your chat support interactions.

How to Analyze Support Conversations Data

Access: Analyses > Support Service > Conversations.

Filters

• Period: Define the start and end date for the analysis.
• Groups: Select one or more departments.
• Agent: Choose to view data by one or more agents.
• Channels: Filter by communication channels.
• Generate Preview: View initial information in the report. The preview displays up to 10 records and the information is simple and non-customizable.

Export Report: After generating the report, you will receive a Notification  with the download link in CSV format.

⚠️ Attention: Filters must be selected to generate a preview or export the report.

Columns in the Support Conversations Report

• Period: Date of the conversation record.
• Previous leftover: Conversations not completed on the previous day.
• Received: Total new conversations received during the period.
• Done: Total conversations initiated by agents during the period.
• Completed: Total conversations with message exchanges completed during the period.
• In Line: Total conversations not handled and left waiting during the period.
• Agent Pending: Total conversations pending from the agent during the period.
• Discarded: Total conversations received but interrupted without message exchange during the period.
• Inactive: Total conversations that expired and can no longer be answered during the period.
• Lost: Total inactive conversations closed by the agent during the period.
• Day’s leftover: Total conversations not completed on the day but still active during the period.
• AHT: Average handling time during the period.
• AWT: Average wait time for customers in the queue (automatic distribution) during the period.
• MaxWT: Maximum wait time for customers in the queue during the period.
• FRT: Average first response time by the agent during the period.
• ART: Average response time by the agent during the period.
• APT: Average time for the agent to return a pending conversation during the period.
• CPT: Average time for the customer to return a pending conversation during the period.
• TMT: Total average handling time during the period.

Now you know all the features of this functionality.