This report shows the total conversation volume as a visualization in a line chart and also with the full day by day summary of the breakdown in the data section beneath it.
Patrick will fill this part in with information regarding how frequently this report should be used, the use-case scenarios, and other information for the client.
|Chart Type||Single Select||No||Select granularity at which to view this report. Options are: Daily, Weekly, and Monthly.|
|Start Date||Date||Yes||The start date range of when the conversation entered the system.|
|End Date||Date||Yes||The end date range of when the conversation entered the system.|
|Direction||Single Select||No||Choose to view All Conversations, Inbound, or Outbound.|
|Campaign||Single Select||No||The name of the campaign in which the conversation was associated to.|
|Conversation Result||Single Select||No||The dispositioned result of the conversation that came into the system.|
|Queues||Multi Select||No||The name of the queue that the conversation was routed to.|
|Queue Group||Multi Select||No||The name of the group that contains the queue the conversation was routed to.|
|Teams||Multi Select||No||The name of the team that the Agent on the conversation was associated to.|
|Brand||Multi Select||No||The name of the brand that the conversation was associated with.|
Conversation Volume - Line Graph
X-Axis: The range of dates from the chosen Start Date to End Date of the report shown by granularity choice made in the Chart Type Filter of Daily, Weekly, or Monthly.
Y-Axis: The volume of conversations over the chosen period.
Color: The breakdown of conversation type (Total Calls, Total Chats, Total).
Tooltip: Highlighting a point on the chart will show the data and the total conversation volume of each conversation type associated with that specified time range.
|Column Name||Data Type||Description||Example|
|Day / Week / Month||Date||The Date dependent upon the Chart Type selected||Feb 1, 2018|
|Total Calls||Number||The total amount of calls that have been taken within the specified time range.||10|
|Total Chats||Number||The total amount of chats that have been taken within the specified time range.||5|
|Total||Number||The total amount of conversations that have been taken within the specified time range.||15|
Frequently Asked Questions
This is a live document and will be populated once we receive questions pertaining to this report.
Bug tickets, updates, and other related articles will be posted here.