Introduction

The Conversations Overview Report in Richpanel is a powerful tool for monitoring and analyzing your customer service performance. This report provides insights into conversation volumes, response and resolution times, and channel-specific metrics. Understanding this data can help improve your customer service strategy and efficiency.

Prerequisites

Reports breakdown

Step 1: Accessing the Conversations Overview Report

1. Log in to your Richpanel account.
2. On the Home screen, navigate to the 'Analytics' section in the sidebar.
3. Click on 'Conversations Overview' to open the report.

Step 2: Observing Conversation Volumes and Trends

1. The graph provides a visual representation of conversation volumes over time.
2. Use the filters to customize the data display by brands, agents, stores, tags, and channels.
3. Monitor for any unusual spikes or dips that could indicate changes in customer behaviour or service issues.
4. Utilize this report to track daily customer engagement through new, open, closed, replied to, and snoozed conversations, allowing for efficient management of customer interactions over time.

Step 3: Analyzing the Breakdown of Conversations

1. Each section contains a breakdown that categorizes conversations by the time taken to respond or resolve.
2. Review the number of conversations and their corresponding percentages within each time category.
3. Use the filters to customize the data display by brands, agents, stores, tags, and channels.
4. Use this information to identify areas where response or resolution times can be improved.

Step 4: Understanding the Response and Resolution Times

1. The report splits into two main sections: 'Median First Response Time' and 'Median Resolution Time'.
2. The 'Median First Response Time' indicates the average time taken to respond to a customer for the first time.
3. The 'Median Resolution Time' shows the average time taken to resolve a customer's issue completely.
4. Use the filters to customize the data display by brands, agents, stores, tags, and channels.

Step 5: Reviewing Channel Performance

1. Scroll down to the next section that details performance by communication channels like Email, Phone, and Social Media Messages.
2. Examine metrics such as the number of assigned conversations, closed conversations, and median response times per channel.
3. Analyze which channels are performing well and which may need additional resources or training for your team.
4. Use the filters to customize the data display by brands, agents, stores, tags, and channels.

Conclusion

The Conversations Overview Report is essential for managing and optimizing customer service. Regularly monitoring this report helps ensure your team responds to and resolves customer queries efficiently. For further details or questions about specific functionalities, consult additional resources or reach out to the support team.

On this page

• Introduction
• Prerequisites
• Reports breakdown
• Step 1: Accessing the Conversations Overview Report
• Step 2: Observing Conversation Volumes and Trends
• Step 3: Analyzing the Breakdown of Conversations
• Step 4: Understanding the Response and Resolution Times
• Step 5: Reviewing Channel Performance
• Conclusion