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.
|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 timestamp 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.