Reports

Reports with numbers you can act on, not numbers for show

Track reply times, solved conversations and satisfaction per channel, person and tag. Export to CSV when management asks.

What the numbers mean

Six numbers, explained in one line.

First reply time: From the customer writing to someone replying. Counted in business or shift hours.
Resolution time: From the first message to the conversation being solved.
One-touch resolution: Conversations solved with a single reply.
Reopened: Solved conversations where the customer wrote again.
Satisfaction: Average from 1 to 5 and share of satisfied customers.
Volume per channel: How many write by email, chat and social channels.

Busy hours

The heatmap shows messages per hour and weekday, so the rota fits the customers. Workload per person shows who has too much.

081012141618MonTueWedThuFriSatSun

Sample data

Satisfaction

After a solved conversation the customer can give 1 to 5 stars. A low rating can post to Slack, Teams or Mattermost so someone calls back.

Save your reports with filters per channel, person and tag, and export to CSV.

respoe-rapport-oktober.csv

How is satisfaction measured?

When a conversation is solved, the customer can get a short survey on a 1 to 5 scale. The answer sits on the conversation and counts in the reports.

Can we get the numbers out?

Yes. Export to CSV that opens in Excel, Numbers and Google Sheets. Save your own reports with the filters you use.

Can we see what the AI handles?

Yes, per type of message: how many the AI classified, drafted, answered itself or handed over, and whether the customer wrote again within 72 hours.

Are reports in every plan?

Start has basic reports. Team and Pro have all reports and satisfaction surveys.

Connect your email and webshop, invite the team and answer from Respoe the same day.