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Reports - Conversations

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 and then select the Conversations report.

 

In this report, you will find all interactions conducted with your visitors, whether fully managed by your Copilot or handled by one of your agents.

1.1. Conversation metrics

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Date

The specific time when the conversation took place.

Attributed sales

The amount of sales attributed to the conversation.

Automation level

The level of automation used (fully AI-driven or transferred to an agent).

Length

The total duration of the conversation.

NPS (Note Promoter Score)

A rating indicating the likelihood that the customer would recommend the service.

CSAT (Customer Satisfaction)

Customer satisfaction score.

 

1.2. Filters

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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.

 

NB: To simplify navigation, filters remain selected across different reports.

 

2. Conversation details

To view the details of a conversation, click on the icon Capture_d_e_cran_2018-12-31_a__11.37.35.png located to the right of it:

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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 :

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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.

 

The conversation export is based on the conversation's closing date.