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.
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.
1.2/ Conversations export
To export the conversations, click on the icon .
You will then be asked to enter your email and validate. An email allowing you to download a CSV file will be sent to you.
1.3/ Conversation details
To access the full detail of a conversation, click on the following icon .
2/ Conversation details
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.