View Omnichannel conversation report
Omnichannel report
1.1. Conversation Report Filters
Definition the information fields
Information field
Description
Date range start a Session
Start time and end time for filtering data
Page
Filter by page
Completed status
Filter by status
Support status
Filter by support status
Category
Filter by category
Users and group
Filter by user or group
Support type
Filter by support type
Tags
Filter by tags
1.2. Overview of Conversation Report Statistics
Definition the information fields
Information field
Description
Total Conversation
The total number of conversations within the selected time range
Contact Interactive
The total number of customers interacting with Omni
Session assigned
The total number of sessions assigned to employees
Session not assigned
The total number of sessions not yet assigned to employees
Done Session
Total number of sessions completed (Marked as done)
Pending
Total number of uncompleted sessions
Average waiting time
Total waiting time / total sessions
Average support time
Total support time / total sessions
Conversation session history
2.1. Conversation session history
Definition of fields
Information field
Description
Contact
The person who texted/commented on FB/ Zalo/ Instagram /Livechat
Session name
The name of the social network account to chat on
Staff
The person in charge of the session
Omnichannel
Name of fanpage FB/zalo OA/Instagram Business/Livechat
Omnichannel type
Facebook/Zalo/Instagram/LiveChat
Loại hỗ trợ
(Support type)
Message/Comment
Type session
This is a proactive message, the message has not been answered after 24 hours,....
Note
Employee Notes for the Customer
Category
The category of conversation sessions
Sub category
The sub-category of conversation sessions
Sub sub category
The detailed list of conversation sessions
Tag
Marked tag for customer
Total message
Total number of messages from employees and customers (not including messages from fanpage)
Start time
Time customers message/comment
End time
Agent mark done session time
Session duration
End time - Start time
Waiting time
Time the employee first sent feedback to the customer - Start time (Does not include automatic response time from page
Support time
Time at the agent's last message before closing the Session - Time the agent first responded
Average response time
Total response times of Sessions divided by the number of Sessions performing statistics
Completed status
The status of the conversation session completed or not completed
Support status
The status of a conversation session that is supported or not supported
Rating
The rating or feedback provided for the session
Statistic session
3.1. Omni statistics by user
3.1.1. Statistics by table
Definition of fields
Information field
Description
Users
Name of support user
Assigned - completed - supported
The number of times the staff member provided support in completed sessions assigned to them
Assigned - completed - supported
The number of times the staff member did not provide support in completed sessions assigned to them
Assigned - Not completed - supported
The number of times the staff member provided support in uncompleted sessions assigned to them
Assigned - Not completed - Not supported
The number of times the staff member has not provided support in uncompleted sessions assigned to them
Not assigned - Not completed - Not supported
The number of times the staff member has provided support in completed sessions that were not assigned to them
Not assigned - Not completed - supported
The number of times the staff member has provided support in incomplete sessions that were not assigned to them
SLA - Xm
The number of times the staff member provided support with a response time of less than X minutes
Waiting time
The total waiting time of the support sessions handled by the staff member being analyzed
Support time
The total support time of the sessions handled by the staff member being analyzed
Average waiting time
The total waiting time of all waiting instances divided by the total number of sessions being analyzed
Average support time
The total support time of all support instances divided by the total number of support instances being analyzed
3.1.2. Statistics by chart
You can view employee conversation session statistics according to the chart
3.2. Conversation session statistics by hour
3.2.1. Statistics by table
How many conversation sessions are supported within 1 minute
3.2.2. Statistics by chart
You can view hourly conversation session statistics using a chart
3.3. Conversation session statistics by date
3.3.1. Statistics by table
Definition of fields
Information field
Description
Date
Date
Chat
Number of customer interactions with the message
Comment
Number of customer interactions with the comment
Total
Total all message and comment interactions
Nhắn tin
Chat
Done, have support
Completed chat sessions with support
Done, no support
Completed chat sessions without support
Not done, supported
Uncompleted chat with support
Not done, not supported
Uncompleted chat without support
% complete
Percentage of completed sessions
% support
Percentage of supported sessions
Total
Total number of sessions per day
Comment
Done, have support
Completed comment with support
Done, no support
Completed comment without support
Not done, have support
Uncompleted comment with support
Not done, not supported
Uncompleted comment without support
% complete
It is the time the assigned employee has to respond to the customer when the customer sends a message
% support
Total time spent messaging with the customer when the conversation is marked as completed
3.3.2. Statistics by chart
3.4. Conversation session statistics by channel
3.4.1. Statistics by table
Information field
Description
Channel
Omni chat channels
Chat
Number of customer interactions with the message
Comment
Number of customer interactions with the comment
Total
Total all message and comment interactions
Chat
Done, have support
Completed chat sessions with support
Done, no support
Completed chat sessions without support
Not done, supported
Đoạn chat chưa hoàn thành có hỗ trợ
Uncompleted chat with support
Not done, not supported
Uncompleted chat without support
% complete
Percentage of completed sessions
% support
Percentage of supported sessions
Total
Total number of sessions per day
Comment
Done, have support
Completed comment with support
Done, no support
Completed comment without support
Not done, have support
Bình luận chưa hoàn thành có hỗ trợ
(Uncompleted comment with support)
Not done, not supported
Bình luận chưa hoàn thành không có hỗ trợ
(Uncompleted comment without support)
Waiting time
Là thời gian nhân viên được phân công trả lời khách hàng khi khách nhắn vào
(It is the time the assigned employee has to respond to the customer when the customer sends a message)
Support time
Total time spent messaging with the customer when the conversation is marked as completed
Average waiting time
The average waiting time of all sessions
Average support time
The average support time of sessions
3.4.1. Statistics by chart
Working time
Definition of fields
Information field
Description
Employee’s name
Tên nhân viên hỗ trợ
(Name of support employee)
Time stop
The number of online pauses on the web
Total time stop
Total online pause time on the website
Message history
Information field
Description
Message ID
The message ID (including customer messages and your own messages
Conversation ID
The ID of the conversation
Initiated by
The message initiator (user, business)
Omnichannel
A conversation channel
From
The sender ID
To
The recipient ID
Direction
The message direction (incoming message, outgoing message)
Timestamp
The message creation time
Content type
The message content type (text, image, sound…)
Content
The message content
Template ID
The ID of the message template (message ID will be provided by Facebook)
Template name
The name of the message template (only contains alphabet characters)
Link media
This is a link to multimedia
Status
Message status (sent, received,...)
Status updated at
Last status update time
Report tags
6.1. View report by chart
6.2. Statistics by page
All pages are made tagged
6.3. Statistics by staff
Displays a list of employees with tags and the number of tags attached
* Note:
There must be a tagging history to display
Last updated