With the Conversations report, you can review the history of all past interactions on your site.
1. Presentation
To access it from the iAdvize administration panel, click on Reports > Conversations.
In this report, you will find all interactions conducted with your visitors, handled by your Assistant, workflow or agents.
1.1. Conversation metrics
| Date | Exact moment when the conversation took place. |
| Agent | Name of the responder who closed the conversation (Assistant, workflow or agent). |
| Length | Total duration of the conversation. |
| Revenue | Amount of the sale attributed to the conversation. |
| NPS (Net Promoter Score) | Score indicating the likelihood that the shopper will recommend your company. |
| CSAT (Customer SATisfaction) | Score indicating customer satisfaction regarding the conversation. |
1.2. Filters
Filters allow you to refine your analysis based on a specific time period or a particular project. You can also add additional filters to further narrow down your results.
2. Conversation details
To view the details of a conversation, click on the icon located to the right of it:
By opening these details, you will gain access to additional information:
- The elements related to the conversation: Satisfaction Tab and Customer Information
- The conversation information: duration, conversation ID, customer ID, CSAT, and NPS.
3. Conversation export
To export conversations, click on the icon :
You will then be prompted to enter your email and confirm. An email with a link to download a .CSV file will be sent to you.
By enabling the "Include messages" option, you will also receive a second file containing the content of the conversations.