Reports section provides data on chat activity and satisfaction metrics of your HappyFox Chat account.
- Reports section is available from Popular plan and above.
- Reports can be accessed by both admins and agents.
Reports has two sections:
1. Activity - This section displays data on total number of chats over the selected time range in pictorial form, number of missed chats, agent leaderboard and average chat duration.
Activity reports can be filtered based on
Custom Date Range Filter - Allows you to filter reports based on custom date range that you select in the drop down.
You can filter reports with custom date range depending upon your plan:
Popular - Last 180 days
Mighty - Last 180 days
Fantastic - Last 180 days
Enterprise - Unlimited
Agents Based Filter - Allows you to filter reports based on agent to know agent level performance and metrics.
2. Satisfaction - This section displays data on customer ratings, average first response time, average waiting time and agent leaderboard.
Exporting Report data
Admin will have a provision to export the report data in a CSV file format. After selecting the specific filter, click on the 'Export' button located on the top right corner of the Reports section. Once after clicking it, report will be mailed to the email address of the particular admin who has requested it.
The exported CSV file will have the following field information:
Profile Name, Date and Time, Visitor Page URL, Visitor Timezone, Visitor IP address, Visitor Name, Visitor Email address, Agent Name, No of Messages, Waiting Time, Average Response time, Total Duration of Chat, Missed Chat, Chat Rating.
All these field information are available for each and every chat with the visitor over the selected range.
Note: After exporting the CSV file for a date range, you will not be able to export the report again within 15mins for the same date range filter. (Reports date might change every 15 mins and hence the restriction.)