Reports
Nexloo offers various reports to help your company manage the support team and conversations with your customers.
Click on the “Reports” field in the left-hand menu to access your data.
OVERVIEW
The overview shows a summary of all conversations on your platform, presenting the following reports:
Open Conversations
This section shows the number of conversations that are currently:
- Open – Being attended by an agent.
- Unattended – No interaction from agents.
- Unassigned – Waiting to be assigned to an agent.
Agent Status
This section shows the availability status of agents, classified as:
Available | Busy | Offline
Conversation Traffic
Shows a heat map of the busiest hours and days in the last 7 days. Data is displayed with colors, and hovering over them shows the number of conversations received at that time and day.
Conversations by Agent
Shows the number of open and unattended conversations for each agent.
CONVERSATIONS
The conversation report provides an overview of all conversations on your platform, with the ability to filter by date:
- Conversations: Total number of conversations initiated during the filtered period.
- First Response Time: Average time until agents provide the first response.
- Customer Wait Time: Average time the customer waited for a response.
- Resolution Time: Average time needed to resolve conversations.
- Number of Resolutions: Total completed conversations.
- Messages Received: Total messages received during the period.
- Messages Sent: Total messages sent during the period.
CSAT (Customer Satisfaction)
If you have activated CSAT surveys in your inboxes, you can analyze the results with filters by period, agent, team, inbox, or customer rating:
- Total Responses: Total number of customers who responded to your surveys in the selected period.
- Satisfaction Score: Average rating of all services during the period.
- Response Rate: Percentage of customers who responded to the survey relative to the total who received it.
AGENTS
Shows an overview of a specific agent’s data with various performance indicators. Can be filtered by period.
TAGS
Shows an overview of a specific tag’s data with various performance indicators. Can be filtered by period.
INBOX
Shows an overview of a specific inbox’s data with various performance indicators. Can be filtered by period.
TEAMS
Shows an overview of a specific team’s data with various performance indicators. Can be filtered by period.