The Conversation Report provides valuable insights into customer conversations across all connected communication channels. It helps organizations monitor conversation activity, track engagement trends, analyze channel performance, and understand how customer interactions are being managed within WowChat.
Whether you're reviewing conversation volumes, monitoring active conversations, or analyzing channel usage, the Conversation Report provides a centralized view of your communication data.
What is the Conversation Report?
The Conversation Report is an analytics tool that displays conversation activity across all connected channels within WowChat.
The report provides both graphical and tabular views, allowing users to analyze conversation data from different perspectives.
Using the Conversation Report, organizations can:
- Monitor conversation activity
- Track open and closed conversations
- Analyze communication trends
- Review channel performance
- Measure team engagement
- Export conversation data for reporting and analysis
Chart View
The Chart View provides a graphical representation of conversation activity over a selected period.Users can monitor:
- Total Conversations
- Open Conversations
- Closed Conversations
This helps organizations understand conversation trends and customer engagement levels over time.
Date Range Selection
Click the Calendar button to select the reporting period.Available options include:
- Today
- Yesterday
- Last 2 Days
- Last 7 Days
- Last 30 Days
- Last 90 Days
- Custom Date Range
Selecting a date range automatically refreshes the report data.
Other Filters
Click the Other Filters button to apply additional filtering options.Available filters include:
- Channel Type
- Channel Name
- User
- Teams
These filters help users focus on specific communication channels, users, or teams for more detailed analysis.
Export Report
Click the Three-Dot Menu located in the top-right corner of the report.The Export option allows users to download report data in CSV format for reporting, auditing, and analysis purposes.
Details View
The Details View displays conversation records in a table format, allowing users to review detailed information about individual conversations.Click the Details tab to switch from Chart View to Details View.
Manage Columns
Click the Manage Columns option to customize the table view.Users can select which columns should be displayed or hidden based on their reporting requirements.This helps create a more personalized reporting experience.
Export Detailed Report
Click the Three-Dot Menu in the Details View.The Export option allows users to download detailed conversation records in CSV format.
Table Filters
The Details table includes individual filter options for various columns.Available filters may include:
- Created Time
- Last Modified
- Conversation ID
- Contact Name
- Account Name
- Channel Name
- Channel Type
- Status
- Total Messages
- Received Messages
- Sent Messages
These filters help users quickly narrow down records and locate specific conversation data.
Benefits of Conversation Reports
Using Conversation Reports helps organizations:
- Monitor customer interaction trends
- Track conversation activity
- Analyze channel performance
- Improve reporting visibility
- Measure communication effectiveness
- Export data for further analysis
- Support operational decision-making
Frequently Asked Questions (FAQ)
The Conversation Report provides insights into customer conversations across connected communication channels, helping organizations monitor conversation activity and engagement trends.