This report shows the total conversation volume as a visualization in a line chart and also with the full hour by hour 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.
|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.|
|Agents||Multi Select||No||The name of the Agent on the conversation.|
|Brand||Multi Select||No||The name of the brand that the conversation was associated with.|
Hourly Conversation Volume Aggregation - Bar Graph
X-Axis: The range of dates from the chosen Start Date to End Date of the report shown by the hour of the day.
Y-Axis: The volume of conversations over the chosen period.
Color: The breakdown of Conversation Type (Calls Total and Chats Total).
Tooltip: Highlighting a point on the chart will show the data and the total conversation volume broken down by conversation type associated with that hour.
|Column Name||Data Type||Description||Example|
|Hour||Date||The time stamp of the conversation.||8:00 AM|
|Calls Total||Number||The total amount of calls that have been taken within the specified time range.||10|
|Chats Total||Number||The total amount of chats that have been taken within the specified time range.||5|
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.