Help Center

Explore our knowledge base
article

The conversations report

With the Conversations beta report, you can view the history of all conversations your agents have handled across different channels.

1/ The conversation and call log

To access the log from the iAdvize administration, click on Reports and then choose the Conversations report.

 

On this page, you will find the comprehensive list of conversations your agents have had with your visitors via different channels (chat, call, video).

A date picker, which selects yesterday by default, allows you to select the period you would like to have a look at and analyze.

Capture_d_e_cran_2018-12-31_a__11.28.41.png 

1.1/ The table
For each column, a field allows you to search for conversations by channel, contact and visitor ID, agent, NPS and CSAT. You can also sort the table by date, conversation duration, CSAT and NPS.

CSAT? NPS? We have revamped the satisfaction survey!

Find out more about our brand new satisfaction survey here.


1.2/ Export conversations

Conversation exporting is currently being develop. We will come back to you very soon!

1.3/ Conversation details
To access the full detail of a conversation, click on the following icon Capture_d_e_cran_2018-12-31_a__11.37.35.png.

2/ Conversation details

Capture_d_e_cran_2018-12-31_a__11.34.48.png

The details of a conversation are displayed in the "Conversation" tab, among the other pieces of information available you will find:

  • Elements related to the conversation: satisfaction tab and customer information
  • Information about the conversation (2): conversation duration, ID, customer ID, CSAT, NPS.

Note: for calls, instead of reading the conversation details, you can listen to the recording of the conversation.

  

We have revamped the Conversations report, discover what's changing!

The Conversations report is changing and now allows you to retrieve information about your past conversations more efficiently. 

It now displays conversations from all channels, including social networks, text messages, and conversations from your mobile apps (SDK) and allows you to select a period longer than one month.

You can also filter your conversations by customer satisfaction and NPS rating, meet the new satisfaction survey right here.

The following elements are no longer available in the new Conversations report:

  • Displaying conversation ratings in detail
  • Displaying conversation types in detail
  • Displaying the number of contacts made with a customer
  • Deleting conversations
  • Searching for the content of conversations

Are you looking for a feature that no longer exists ? The old report will remain available for some time! 

 

 

 

 

Comments