Reporting

• What does each report mean?

  What reports are included with each Re:amaze plan? The Re:amaze Basic Plan comes with basic reporting, which includes: Volume Report Channel Summary Report Response Time Report First Response Resolve Rate Report Average Thread Size Report. Shopify Attributed Orders Report (only if you have a Sh...

• Volume Report Metrics

  Your Re:amaze 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 Report Response Time calculations are based on the time difference between the agent response and the previous customer message during a certain time frame. Within the same conversation, each reply (back to the customer) is calculated and factored into the average. The calculation ...

• 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 the...

• AI Chatbot & Productivity Report

  Re:amaze has introduced new reporting tools to give you deeper insights into AI-driven interactions, chatbot effectiveness, and productivity metrics. These reports help you track AI involvement, measure efficiency, and optimize your customer support experience. AI/Chatbot Report The AI/Chatbot ...

• Chatbot Reporting

  Chatbots are a great way to improve automation and save time for your customers as well as your staff. But without reporting, it's hard to know if your Chatbots are performing the way you want them to. With Re:amaze's Chatbot reporting, you can quickly see how many conversations Chatbots cover fo...

• How Average Resolve Times are Calculated

  The 'Average Resolve Time' metric shows how long, on average, it takes for a conversation to be resolved. This is calculated based on conversations that have been marked as 'Resolved' or 'Archived.' Here’s a breakdown of how this metric is determined and where you can find it: What the "Average ...

• Individual Staff Reports

  The individual staff report is meant to shed light on per-agent performances across a specific channel and time frame. Let's take a look at the metrics available at your disposal. Summary Metrics The summary metrics section gives you an at-a-glance view at how a specific staff is performing giv...

• Re:amaze Reporting FAQ

  Reporting FAQs Q: Can I export my reports from Re:amaze? A: Yes! Most Re:amaze reports can be exported as a .CSV. To export a report, scroll down to the end of the report and click the "Download raw data in CSV format" button. Q: Can I restrict access to reports for certain staff members? A: Ye...

• Staff Summary Report

  Understanding the Staff Summary Report The Staff Summary Report helps you evaluate your team's overall performance. You can filter the report by time period, department, and conversation scope (participating conversations or assigned conversations). Once you've applied your filters and generate...