Daily Report Delivery

You can schedule the daily delivery of reports to multiple email addresses. The daily reports are sent in Excel (.xlsx) format.

To do this, go to the Settings of the project you're working on. Then, in the top menu, select the Chat tab. In the left-hand menu, click on Reports, and edit the list of recipients you want to send the reports to each day.

Reports

You can customize the daily report you receive with the fields you want. Furthermore, the document will provide an in-depth analysis, separated into tabs. Here is the short glossary for your perfect understanding:

• Conversation ID: The unique identifier for the conversation thread.
• FB ID (or Facebook ID): The identifier for the Facebook profile.
• Customer WhatsApp Profile Name: The name displayed for the customer within the WhatsApp interface.
• Agent Assignment Date: The calendar day when a service agent was assigned to the conversation.
• Agent Assignment Time: The time of day when a service agent was assigned to the conversation.
• Conversation Closure Date: The calendar day the conversation was officially marked as closed.
• Conversation Closure Time: The time of day the conversation was officially marked as closed.
• Closure Reason: The stated motive for closing the conversation.
• Source Channel: The platform or channel where the conversation originated (e.g., agent_notification, operator, input).
• Agent: The name of the customer service representative who managed the conversation.
• Email: The electronic mail address of the agent.
• Agent Group Name: The name of the team or group the service agent belongs to.
• Conversation Duration: The total time the conversation lasted.
• Agent Session ID: The unique identifier for the agent.
• Conversation Duration Base: The reference point or metric used to calculate the conversation's duration.
• Agent Assignment Time: The time the agent was assigned.
• Agent Closure Time: The time when the agent concluded their interaction or closed the specific case.