> For the complete documentation index, see [llms.txt](https://docs.antbuddy.us/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.antbuddy.us/antbuddy-inc-documents/antcrm-customer-management/report/view-omnichannel-conversation-report.md).

# View Omnichannel conversation report

## **Omnichannel report**

**1.1. Conversation Report Filters**

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2Fqwd0bjOmwlKeTvxwJLub%2F1.png?alt=media\&token=9ae12b87-0095-4627-affe-c226f9814356)

* 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**

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2F18qkxm6tbXGW03x8Ub8x%2F2.png?alt=media\&token=3a0d56e6-b901-4944-967f-876f9c9ffa68)

* 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

<figure><img src="https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FDEdQkgzGcKtdf0fifK0H%2F3.png?alt=media&amp;token=a96e627f-8106-45bc-b14d-624e481d4552" alt=""><figcaption></figcaption></figure>

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FoQclYcjkOm6LhpKKrGUM%2F4.png?alt=media\&token=c97d1d2d-d7ef-4547-aa94-f5e2af9e2fa4)

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2F0ps5TRjly3AwDScZQnQF%2F5.png?alt=media\&token=29b30bce-338b-4765-a2e5-398df8434b63)

* 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                                                                                       |
| <p>Loại hỗ trợ</p><p>(Support type)</p> | 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 |
| <p></p><p>Support time</p>              | 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 <a href="#shn4j7pvl596" id="shn4j7pvl596"></a>

3.1. Omni statistics by user

3.1.1. Statistics by table

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FTGTN15lUjyYsXKMVI17j%2F6.png?alt=media\&token=2721ec70-581e-49a0-a995-ac429a9ee6a1)

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FUXBPSbxeOezSJPSsmADR%2F7.png?alt=media\&token=1b65c9fe-ab8a-46a2-bc82-b53b11940657)

* 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

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FGmodi8JTyqHawdFuBc06%2F8.png?alt=media\&token=7a68096e-07d3-43a4-9dc4-e968ce30b302)

3.2. Conversation session statistics by hour

3.2.1. Statistics by table

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FLBE64fXnLnRLqa67SAnu%2F9.png?alt=media\&token=46a3eca6-f981-40be-9503-b96035c04362)

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2Fzg6zjCejSye2duYHj3aF%2F10.png?alt=media\&token=8e5f6b23-89e5-441f-87a0-c7fd44df46ef)

How many conversation sessions are supported within 1 minute

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FsvgYyCZN50jyASTdBm8p%2F11.png?alt=media\&token=ddc1abc4-a52f-4076-8cb1-e4b30ff7b8e8)

3.2.2. Statistics by chart

* You can view hourly conversation session statistics using a chart

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FgPkumMDzwcEYAcMzk77k%2F12.png?alt=media\&token=11952985-260d-4e92-b8d8-091c81b2e587)

3.3. Conversation session statistics by date

3.3.1. Statistics by table

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FvMqnVVgijELzBZOccKPE%2F13.png?alt=media\&token=4a6835dd-5e00-4485-8f87-cba375e2b8bd)

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FuHTFdcE9xPIjzEKW0TNg%2F14.png?alt=media\&token=8b788536-e76b-4162-b325-7e8a573ed63d)

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FjW0HHzdGL5M9jjY3XXAs%2F15.png?alt=media\&token=5b8351f0-8732-4f98-8a64-af56f62bcd98)

* 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                                                            |
| <p><strong>Nhắn tin</strong></p><p><strong>Chat</strong></p> |                                                                                                       |
| 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

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FlILgmrae3uxpChiesdYC%2F16.png?alt=media\&token=61815a8f-f9ea-4441-946b-2c37a6d3e75f)

3.4. Conversation session statistics by channel

3.4.1. Statistics by table

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FhU47WsnEGjJrb8dXjBtb%2F17.png?alt=media\&token=48823a9e-1d45-427f-a295-d6e014621529)

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FCN0Ad4X7B4b9OWCkD47L%2F18.png?alt=media\&token=c17352a4-2bf9-40ea-9315-5224c7d4fe73)

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FFBSOelLKPK9CE8Mb06pU%2F19.png?alt=media\&token=7a1c9405-755c-4a4b-95ee-bbbcf05161bb)

| **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     | <p>Đoạn chat chưa hoàn thành có hỗ trợ</p><p>Uncompleted chat with support</p>                                                                                                                   |
| 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  | <p>Bình luận chưa hoàn thành có hỗ trợ</p><p>(Uncompleted comment with support)</p>                                                                                                              |
| Not done, not supported | <p>Bình luận chưa hoàn thành không có hỗ trợ</p><p>(Uncompleted comment without support)</p>                                                                                                     |
| Waiting time            | <p>Là thời gian nhân viên được phân công trả lời khách hàng khi khách nhắn vào</p><p>(It is the time the assigned employee has to respond to the customer when the customer sends a message)</p> |
| 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

![](https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FkBOrWmOqY1D48AulIHym%2F20.png?alt=media\&token=b5fb3796-d79b-4203-9a6e-a87e2dc3e0d9)

### Working time <a href="#vod85vj82avr" id="vod85vj82avr"></a>

<figure><img src="https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FbIC1NY6zaduK4IJwsHnM%2Fimage.png?alt=media&amp;token=08c806b9-f951-4c8a-b978-8db9e1819a70" alt=""><figcaption></figcaption></figure>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdXWbankkHY3kp-aheQ3PtTDQhjVav8F6958BRw7iM0VFgxo9FpEGB3C3HZHco2ttrkYMOMbI6XY1K9ngfkOI4gVYii8gCkR9xfFnx1wh8-AqtoCaZErHnSXbRBUVIDskMre8wvxQ?key=lzBrA9sV4zFSZpJSAbEzoKWx" alt=""><figcaption></figcaption></figure>

* Definition of fields

| **Information field** | **Description**                                              |
| --------------------- | ------------------------------------------------------------ |
| Employee’s name       | <p>Tên nhân viên hỗ trợ</p><p>(Name of support employee)</p> |
| Time stop             | The number of online pauses on the web                       |
| Total time stop       | Total online pause time on the website                       |

### Message history <a href="#h1awico9j9ct" id="h1awico9j9ct"></a>

<figure><img src="https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FRPnW2KaDwPygFf2BYtJJ%2Fimage.png?alt=media&amp;token=ac4facbf-891c-43c1-9a49-738a46670f48" alt=""><figcaption></figcaption></figure>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfGLB3byNqqYGfDPmfztFzbw4Bl50xpQykqZg8eo_5AwJKtys_BPEbXA66vsPXQwigbfY2DvF_AK_iXjzVmHjoVFrGEMiGwBzDRWeD2Fdq1RSape-VLakpOSFnWOoNwmdD4g5_-Tg?key=lzBrA9sV4zFSZpJSAbEzoKWx" alt=""><figcaption></figcaption></figure>

| **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 <a href="#id-6cg0ky7injas" id="id-6cg0ky7injas"></a>

6.1. View report by chart

<figure><img src="https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2FDYqbflOMg914NKTsngWm%2Fimage.png?alt=media&amp;token=efc081e9-4dfb-437c-9f7e-bbf505959706" alt=""><figcaption></figcaption></figure>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdo5fazHYRZj2DZYdaeLg_OxsKZTk3U_PjK5qkhUc4YnJfLUs9hpsOT90p721m_kBMoHo5PGCvPipA07oUgSvn2InNqnPMn0QhQCilCMKwiXzFj8LmD8x48hAUtWZYnJzL2qp4I?key=lzBrA9sV4zFSZpJSAbEzoKWx" alt=""><figcaption></figcaption></figure>

6.2. Statistics by page

* All pages are made tagged

<figure><img src="https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2Fb8RWHUDtLljrAU5Vnc7Y%2Fimage.png?alt=media&amp;token=9994e53d-c9b8-41b1-a2eb-9961a7433d3b" alt=""><figcaption></figcaption></figure>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeufaYgU_afemrHC4EGiwH0nGfe4ygtQ8WFYATCbZRPjpmGd83ndnUm1C5Zo3RxGzhww6o2csgHTBXWOsIC6KWatzr9JZiRA4piwMRShgrajGGFXyrvlIeVofwQJ_hot4RI3EyG?key=lzBrA9sV4zFSZpJSAbEzoKWx" alt=""><figcaption></figcaption></figure>

6.3. Statistics by staff

* Displays a list of employees with tags and the number of tags attached

<figure><img src="https://2883279534-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FDeVvlGozALEs84kVZd2q%2Fuploads%2F3J9Cn4MYalgQbCKlcy2q%2Fimage.png?alt=media&amp;token=40036c7f-7fb8-4611-b045-a6531e457757" alt=""><figcaption></figcaption></figure>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcJuNXJhwKL4BX19mAivz-LoHUaASjyDk7Wi7q90PrRG6FU4B9EHoAtzZS9coH2C3UU-uXHq3EAOmQjfOc0HOJQbL1_XFqJ_uTtSLFXxLrJPQjwss4tFnaDNQyZ88UYNTnnVFJqLw?key=lzBrA9sV4zFSZpJSAbEzoKWx" alt=""><figcaption></figcaption></figure>

\* Note:

* There must be a tagging history to display