Conversation Volume

Description

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.  

Preview

Visualization

Conversation_Volume.png

Data

Conversation_Volume_Data.png

 

Filters

Name

Type

Required

Description

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.


Data Dictionary
 

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.

Data

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.

Related Links

Bug tickets, updates, and other related articles will be posted here.

 

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