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 Shopify store connected)

The Re:amaze Pro Plan comes with advanced reporting which includes standard reporting, plus:

  • Appreciations Report
  • Satisfaction Ratings Report
  • Response Template Usage Report
  • Tags Report
  • Workflow Report
  • Outbound Report
  • Bot Processed Report

The Re:amaze Plus Plan comes with both standard and advanced reporting, along with:

  • Staff Summary Report
  • Individual Staff Reports
What does each report mean?

The Overview report Helps you gain insights into how your team is performing by highlighting core performance metrics. This report is accompanied by graphs with hover-over and scroll-over capabilities to help you better visualize your data as well. You can filter this report based on the last 30 days, 14 days, 7 days, or 24 hours.

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 Channel Summary report will show you, by individual brand or all brands, overall channel performance metrics. For any given channel, you will see metrics such as the number of responses, number of conversations resolved, number of appreciations collected, and average response times. The Channel Summary report is primarily used for high level health monitoring of channels.

The Response Time report tells how fast your team is getting back to customers. It's a metric on quality of support and the reports show you when you're doing well and when there are deficiencies in speed. See the related article about how response times are calculated here.

The First Response Resolve Rate tells you how successful your team is at resolving issues in just one reply rather than multiple replies. It's also a quality metric.

The Average Thread Size is a report that looks like how many messages are within a specific thread. This tells you if a conversation between a customer and an agent is droning on and on. This is usually an indication of a problem that's hard to resolve or agents are using sub-quality replies.

Appreciations report gives you a sense of which replies from agents are being liked and appreciated by customers. It's a glimpse into which responses are good and which are not so good.

Satisfaction Ratings report informs you the average ratings your team is receiving based on the automated surveys that are sent to customers after a conversation has been resolved. This report will also show you the distribution of your ratings as well as comments left on your survey site.

Response Template Usage report gives you a count of which templates are being used most often. This can be used to give you insights into what problems your customers are having the most with. It can also be used to improve your product or service.

Tags report is also a count metric telling you which tags are being applied to conversations most. If you have a problem in a specific area of your product and are religious about tagging then this report will give you an idea what problems occur the most often.

The Workflow report is used to see metrics for your automated workflows. Workflows are automated actions based on specific triggering events to help a team automate certain processes. This report will show you the number of times a workflow was automatically applied.

The Outbound report is used to see metrics based on the messages that your team is sending TO customers. It tells you the volume and some of the most recent messages.

The Attributed Orders report (see details here) is used to help you evaluate your customer service performance by intelligently tying the conversations your team have with customers with new orders placed by those same customers. The nature of this report is not to pinpoint whether a specific order was placed because of a specific message from a specific staff member. The idea is to gather a rough profile of your customer service landscape and visualizing the impact that profile has on your bottom line revenue. The goal is to allow you and your team to start a conversation about why support is a revenue driver for great businesses who value customer conversations.

The Staff Summary report is used to see your overall team performance. It includes at-a-glance metrics per customer support agent such as all time responses, responses in that specific time frame, appreciations, and average response times. There are no further drill downs for this report and it's designed to give you an overview. See how response times for staff is calculated here.

The Individual Staff reports are used drill down on more specific metrics on agent performance. Key metrics include things like number of conversations resolved in time frame, messages per day, and even more recent messages sent to customers among many more. See how response times for staff is calculated here.

Important Notes

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 metrics are attributed to the create time of the conversation, whereas message metrics are aggregated over all messages.

To take a specific scenario: let's say a customer writes in on Dec 9, a team member responds and archives it on Dec 10, then the customer reopens the conversation by replying again via email and your team member responds again and archives it a second time on Dec 11. For this scenario, the "Archive" count is 1 and it's attributed to December 9, which is the origin time of the conversation. This is because that's when the customer first asked the question and also prevents double-counting.

If you're looking to measure the overall activity of your staff users, the Response count is a per-message count and is a better indication of that. The Resolved/Archived counts are better metrics for measuring the state of your conversations at a moment in time rather than the daily activity of any specific team member.

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