Historical Conversation Summary

Report Summary	Summarises all conversations over a period of time regardless of the channel type and the queue

This report provides the summary of all conversations (received/answered/abandoned) over a period of time (Day/Week/Interval) regardless of the channel type and the queue where a conversation was landed.

Report Columns

Following are the report columns:

Fields	Description
Total	Total conversations that were received during the time as selected by the report view
Bot Handled	Total conversations that were assigned to and answered by bots. This applies to self-service conversations where an agent never gets involved.
Agent Handled	Total conversations that were assigned to and answered by Agents.
Abandoned	Total conversations that were abandoned. Abandoned are all conversations where the customer left while waiting for an agent to answer (in the queue or while ringing on the Agent Desk)
Total Conversation Duration	The total time duration of a conversation in (HH:MM:SS)
Average Conversation Duration (HH:MM:SS)	The average time duration of a conversation in (HH:MM:SS)
Minimum Conversation Duration (HH:MM:SS)	The minimum time duration of a conversation in (HH:MM:SS)
Maximum Conversation Duration (HH:MM:SS)	The maximum time duration of a conversation in (HH:MM:SS)

Report Views

Date-wise view - date-wise data. You can also select date ranges in the filter to show the data for the selected range.
Interval view - Data of 15-minute intervals. This interval is currently hardcoded in the reporting backend.
Weekly view - shows week-wise data in this view. You can select the week number from the filters to select the weeks that are required to be viewed in the reports.

Report Filters

Select Date - choose the date for which you want to filter out the data. You may also select date ranges to see the data falling under the said period. This filter is only applicable to the tabs, Date-wise View and Interval View. In the case of Interval, it filters out the interval-based data of only the specified date or date range.
Week number - this filter allows to filter out the data for particular weeks of the current year. It is only applicable to the Weekly View tab of the report. When specified, the report populates the data of only the specified week numbers in the Weekly View.