Using the Reports Dashboard

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By Jitta Rao

updated 12 days ago

The "Reports" Tab in the dashboard of your Gist Workspace is a way to see how well your conversations are being handled. Conversations reporting is available on the following plans:

  • Support
  • All-in-One
  • Legacy Customers 

In this article, we'll give a brief overview video and a snapshot of what the reporting includes. Then, we'll offer a more comprehensive look at each element of "Reports".

Here is a short overview video of Gist's Reporting Tab:


In the "Conversations" report, there 3 separate reports to view.

  • Volume
  • Responsiveness
  • Teams and Teammates

The Volume Report highlights the following:

  • New Conversations: The number of live chats started within the chosen report period
  • Closed Conversations: The number of overall chats that were labeled "closed' in the reporting period

The Responsiveness Report will show things like:

  • Median First Response Time: The average time taken to respond to all live chats in the chosen reporting period
  • Median Time to Close: The average time taken to label a chat as "closed" in the reporting period.

Teams and Teammates Reporting allows you to:

  • View the individuals of your team at a glance
  • See how your preset teams are performing
  • Click through to a more detailed report for each individual and/or team

There are three preset time-based filters:

  • Last 7 Days
  • Last 28 Days
  • Last 90 Days
  • You can also choose a date range using the two calendar date spaces

Note: If you've been using Gist's live chat for any amount of time before the new reporting features were released, your data should be already available in the Conversations report. 

Comprehensive Look at the "Reports" Feature

Date Filter 

You can filter reporting by several different date ranges. Three pre-set and one custom range.

  • Last 7 days- Considered the last 7 days ( previous 6 days + today ).
  • Last 28 days- Considered the last 28 days in week basis. The period is from Monday-Sunday as one week period and like move on till the end date. If the start date lies on Wednesday, the first week will read as Wed - Sun, then Mon - Sun every week moving forward.
  • Last 90 days- Considered the last 90 days, not based on 30 or 31 day months.
  • Custom option - Based on the selected date period, data will be displayed as months.

New Inbound Conversations Reports

These are only inbound conversations where a visitor on your website has initiated.

Description 

  • Number of new conversations started by inbound message (visitor initiated message), grouped by the date or time period the conversation started.
  • Chat prompt, chatbot and live view conversations are excluded from this metric.

Graph Axis

  • X axis - Date of conversation created
  • Y axis - No. of conversations

Conversations Replied to

These are conversations where a teammate has replied (only once per day). Bot replies and internal note messages are not considered.

Description

  • Number of conversations the teammate or team left the reply messages.
  • We only consider the conversations the reply message made by teammate or team.

Graph Axis

  • X axis - Date of day
  • Y axis - No. of conversations

TeammateFilter

  • All teammates - All teammates replied conversations
  • Particular team - The teammates replied conversations who are in a selected team
  • Particular teammate - The individual teammate replied conversations



Replies Sent

Only teammates which send reply messages, not bot replies or internal note messages.

Teammate Specific- Yes. (You can filter based on team or teammate specific)

Overall value icon indication - Indirect case. value = previous_overall_value - current_overall_value ( if value is positive, icon will be in green colour and if value is negative, icon will be in red colour )

Description

  • Number of replies the selected team or teammate sent in all conversations.

Graph Axis

  • X axis - Date of day
  • Y axis - No. of replies

Teammate Filter

All teammates - All agent replies in all conversations for the particular date or time period.

Particular team - All replies made by the teammates who are in the selected team for the selected date or time period.

Particular teammate - All replies made by the particular teammate for the date or time period.  

  


Closed Conversations

Only conversations closed  by teammate not those closed by bots.

Teammate Specific- Yes. (You can filter based on team or teammate specific)

Description

  • Number of conversations the selected team or teammate was the last to close.
  • In the current closed conversations, how many conversations last closed by the team or teammate in the applied date or time period.

Graph Axis

  • X axis - Date of conversation closed
  • Y axis - No. of conversations

TeammateFilter

All teammates - All closed conversations for the particular date or time period.

Particular team - All conversations closed by the teammates who are in the selected team for the selected date or time period.

Particular teammate - The conversations closed made by the particular teammate for the date or time period.



Median First Response Time

Median Value Calculation- https://www.wallstreetmojo.com/median-formula/

Average time it takes a teammate to first reply to conversations.

Teammate Specific- Yes. ( We can filter based on team or teammate specific )

Description

  • Median value of difference between the conversation first person message time and agent first reply message time for all newly created conversations in the applied date or time period.
  • Don’t consider the chat prompt messages. We have to consider only person initiated message.

Graph Axis

  • X axis - Date of person first message time
  • Y axis - Time value ( mins or hour based on the values )

TeammateFilter

All teammates - Considered the all teammate first replied conversations for the particular date or time period.

Particular team - Considered the first replied conversations made by the teammates who are in the selected team for the selected date or time period.

Particular teammate - Considered the first replied conversations made by the particular teammate for the date or time period.  

  


Median Time to close

Conversations closed by a teammate and not bot closed conversations.

Teammate Specific- Yes. (You can filter based on team or teammate specific)

Description

  • Median value of difference between the conversation first person message time and agent conversation last closed time in currently closed conversations in the conversations created date or time period.

Graph Axis

  • X axis - Date of conversation created
  • Y axis - Time value ( mins or hour based on the values )

TeammateFilter

        All teammates - All closed conversations made by the teammate for the particular date or time period.

        Particular team - All closed conversations made by the teammates who are in the selected team for the selected date or time period.

        Particular teammate - All closed conversations made by the particular teammate for the date or time period.

  

  


Busiest new conversations

Only inbound conversations (visitor-initiated conversations).

Teammate specific- No. (You can’t filter based on team or teammate specific)

Description 

  • Number of new conversations started by inbound message ( person initiated message ), grouped by the dateor time periodthe conversation created.
  • Conversations initiated by end-users are only to be considered.
  • So chat prompt, chatbot and live view conversations are excluded.

Graph Axis

     X axis - Day ( Mon, Tue, Wed, .. etc )

     Y axis - Time periods ( 0 - 1 am, 1 - 2 am, …. ) - 24 time periods

 Date Filter

Last 7 days - We show the new conversations traffic for the each day.

Last 28 days - We show the new conversations traffic group by day. 

Last 90 days - We show the all teammates replies traffic group by day.

  • Ex: In last 28 days, the past monday’s traffic show against Mon column.

Busiest day and hour bucket

Most conversations created day and time of the hour bucket. There is more than one busiest day and hour bucket, we will show the first one.

Colour Codings

Level 0 - Pure white (0 % traffic)

Level 1 - Low light blue (1-20 % traffic)

Level 2 - Light blue (21-40 % traffic)

Level 3 - Medium blue (41-60 % traffic)

Level 4 - Medium dark blue (61-80 % traffic)

Level 5 - Dark blue (81-100 % traffic)

Note: Low(0%) and high (100%) values calculated from highest traffic value.




Teammate Specific

All teammate replied conversations, except bot responses and internal note messages

Teammate specific- Yes. (You can filter based on team or teammate specific)

Description 

  • Number of conversations interacted by team or teammates grouped by the date or time period of the conversation created.

Graph Axis

  •      X axis - Day ( Mon, Tue, Wed, .. etc )
  •      Y axis - Time periods ( 0 - 1 am, 1 - 2 am, …. , ) - 24 time periods

Date Filter

Last 7 days - We show the all teammates interacted conversations traffic for the each day.

Last 28 days - We show the all teammates interacted conversations traffic group by day.

Last 90 days -  We show the all teammates interacted conversations traffic group by day.

  • Ex: In last 28 days, the past Monday’s traffic show against Mon column.                                 

Busiest day and hour bucket

Most team or teammate replied conversations in the day and time of the hour bucket. If there is more than one busiest day and hour bucket, we will show the first one.

Colour Codings

Level 0 - Pure white (0 % traffic)

Level 1 - Low light blue (1-20 % traffic)

Level 2 - Light blue (21-40 % traffic)

Level 3 - Medium blue (41-60 % traffic)

Level 4 - Medium dark blue (61-80 % traffic)

Level 5 - Dark blue (81-100 % traffic)

Note:Low (0%) and high (100%) values calculated from highest traffic value.




All Teammates

Description

  • The overall report for each teammate in this report.
  • Participated in - Number of conversations the agent participated
  • Closed - Number the conversations closed by this agent
  • Median Response Time - Median value of time duration of each person message and agent reply message.
  • Replies sent- Number of replies made by teammate within the selected time period
  • Notes added - Number of agent note replies made by teammate within the selected time period

Graph Axis

  •      X axis - 3 columns. participated in, closed, median response time
  •      Y axis -  Teammates list

Date Filter

        Last 7 days - We show the all teammates overall report for the selected time period.

        Last 28 days - We show the all teammates overall report for the selected time period.

        Last 90 days -  We show the all teammates overall report for the selected time period.




Tabled Reports




Opened vs Closed

Close and open events made by teammates, not bot closed conversations.

Teammate Specific- Yes. (You can filter based on team or teammate specific)

Overall value icon indication - Opposite case. value = opened_count - closed_count ( if value is positive, icon will be in red colour and if value is negative, icon will be in green colour )

Description

  • Difference between the number of open events made by teammate and number closed events made by teammate.
  • Person reopened event have to map against last closed agent.

New Conversations

Only inbound conversations (visitor initiated conversations)

Teammate specific- No. (You can’t filter based on team or teammate specific)

Description

  • Number inbound conversations created within the selected time period

Average Conversations per day

Same as New conversations. But here we get the average data from New conversations metrics per day basis.

Overall value icon indication - Opposite case. value = previous_overall_value - current_overall_value ( if value is positive, icon will be in red colour and if value is negative, icon will be in green colour )

Closed Conversations

Only agent closed conversations, not bot closed conversations.

Teammate specific- Yes. (You can filter based on team or teammate specific)

Description

  • Number of conversations the selected team or teammate was the last to close.
  • In the current closed conversations, how many conversations last closed by the team or teammate in the applied date or time period.


Average Resolutions per day

Same as Closed conversations. But here we get the average data from Closed conversations metrics per day basis.

Customers Engaged

Description

  • Number of customers sent the conversation first person message in the selected time period.
  • One customer sent the first person message in two conversations, in that case we have to consider both customers as single customer.

Average Customers per day

Same as Customers Engaged. But here we get the average data from Customers engaged metrics per day basis.

Here once customer sent the first person message by yesterday and same customer sent the first person message on today. In this case, we have consider both customers different and totally two customers engaged. Because we calculating the average customers per day basis.

Median First Response Time

Same as bar graph Median first response time. Here we don’t show bars. We simply show metrics values.

Median response time

Same as All teammates report- Median Response Time

In All teammates report we show against each teammate. Here show overall project level.

Median Time to Close

Same as bar graph Median time to close. Here we don’t show bars. We simply show metrics values.

Average Replies to Resolution

Description
The average number of replies to resolve conversations with at least one reply that were resolved in the currently selected time period.




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