Overview report

In this article, you will learn about the Overview report and its features. Overview report is a dashboard (comprising a set of cards) that summarizes the support performance in a given period of time. 

Key features of overview report

1. In the Report dashboard, you can see the filter rows with 4 options: Stores, Agents, Tags, Channels.

2. The statistics of the overview report are Conversation created, Conversation deleted, Average first response time, Average resolution time.

• Conversation created: The total number of messages
• Conversation deleted: The total number of messages you deleted
• Average first response time: Average time that a new message got replied by an agent.
• Average resolution time: Average time from the customer’s first message to the time the conversation is closed.

3. The statistics are represented by a line chart through 3 periods of time: Day, Month, and Year.

If you have further questions, feel free to contact us via live chat or send mail to [email protected]. Our customer support team is more than happy to help!