What does each report mean?
Re:amaze reports offer you a robust way to measure and visualize the performance of your customer support operations as well as individual staff member. Most of Re:amaze's reports can be filtered by brand, channel, tag, and time frame. An important feature to keep in mind is that conversation met...
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 o...
How response times are calculated
Response time calculations are based on difference between the agent response and the previous customer 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 i...
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.
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 c...
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 firstname.lastname@example.org and let us know the following:
What type of report is it
What is your particular use case
How would you like the...
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 (http://support.reamaze.com/kb/account-management/managing-your-roles-and-permissions).
By default, all staff agents will have access repo...
Individual staff reports
The individual staff report is meant to shed light on per agent performance across a specific channel and time frame. Let's take a look at the metrics available at your disposal.
The summary metrics section gives you an at-a-glance v...
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.