Everything About Reporting

  • What does each report mean?

    The volume report shows you a summary and detailed breakdown of your incoming customer support requests. It gives you an idea of how "busy" things are in the world of support. The response time report tells how fast your team is getting back to customers. It's a metric on quality of support and ...
  • Volume report metrics

    Your Reamaze volume report is one of the most useful reports to gather important metrics about your team's customer service performance. Here are the important metrics displayed within the volume report: Time Based Metrics In Time Range: Shows the number of incoming conversations during based ...
  • How response times are calculated

    Response time calculations are based on difference between the response and the previous message. That means even within the same conversation, each reply (back to the customer) is calculated and factored into the average. The calculation also only takes place if previous message is from customer...
  • Exporting reports to CSV

    Most Reamaze reports are exportable via CSV. To export a report, scroll down to the end of the report and click on the export to CSV option. If you have a report that is not exportable by CSV, please reach out to us and we'd be happy to run a custom report for you.
  • Live chat reports

    Most of Reamaze's reports can be narrowed down (filtered) to just live chat conversations. To run a live chat specific report, Click on the report you'd like to run Select the brand for which the live chat channel is deployed under Change the next dropdown menu from "All Channels" to your live ...
  • Need other reports?

    If you need access to a specific report that is not available in your Reamaze dashboard and would like to request a new feature, please reach out to us directly at support@reamaze.com and let us know the following: What type of report is it What is your particular use case How would you like th...
  • Reporting by conversation origin

    In addition to being able to find metrics based on specific brands and channels, sometimes, you may want to run metrics based on the origin of the message for non social, live chat, or SMS/MMS channels.. Most Reamaze reports allow you to narrow down the scope of the metric you're looking for to j...
  • Restricting access to reports

    You can restrict access to reports for your staff agents by creating a role that specifically removes access to reports. See article on roles and permissions. By default, all staff agents will have access reports. You must manually create a role that restricts access.
  • Printing reports

    You can print your favorite Reamaze reports by clicking on the "Print" option from your browser's file options. Reamaze reports are 100% optimized for web printing.