> 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** ![](/files/iQgx3IXC3gZdcjLyWCZf) * 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** ![](/files/MN6C6NbrkJyOl3Uv2dXv) * 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
![](/files/i5gspQo9JOXrlBwwAReW) ![](/files/NgyL0YV1IZ7V95ZRL0Bi) * 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 ![](/files/wvDEkVCDSKxOp8iTBQhG) ![](/files/wl8x919raqftXb6rqnjT) * 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 ![](/files/c1i9RG8dCWRvr1RxewxP) 3.2. Conversation session statistics by hour 3.2.1. Statistics by table ![](/files/LP9SDq2JwCzbmLwzIvrz) ![](/files/E8cYzDcWfp7z8iiO84Oa) How many conversation sessions are supported within 1 minute ![](/files/v5Ltq6LCohO28b3POBoX) 3.2.2. Statistics by chart * You can view hourly conversation session statistics using a chart ![](/files/4cel3S6ViM2r9Hny1z2D) 3.3. Conversation session statistics by date 3.3.1. Statistics by table ![](/files/pShNUpf65S0i2gi0yKzF) ![](/files/0TX3zG8EuCdRHHGd7O77) ![](/files/f06BcAdJYaV2115xN6ID) * 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 ![](/files/XaKq5WePvd4nmqVQau72) 3.4. Conversation session statistics by channel 3.4.1. Statistics by table ![](/files/wDTpRyDRY2W4Xkx6kvwH) ![](/files/T6PygfUX4lH7MNlextww) ![](/files/1v1bXpwnsGElG6vVVN7Z) | **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 ![](/files/ygX801bibjcl9nNa70bs) ### 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
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