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.

⚠️ Attention: This feature is available for users with Viewer, Operator, and Admin profiles.

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.