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