Reports in the menu covers the work in Texa Desk: how many conversations came in, how fast they were answered and how they ended.
The reports
| Report | Shows |
|---|---|
| Overview | Conversations open and unattended right now, who is online, and busy hours of the week |
| Conversations | Conversations, incoming and outgoing messages, first response time, resolution time and resolutions, by day |
| Agents | The same figures for each person |
| Labels | The same figures for each label, such as refund or card |
| Inbox | The same figures for each channel |
| Team | The same figures for each team |
| CSAT | Satisfaction ratings and comments. See Satisfaction surveys |
| Texa AI | Conversations Texa AI handled, resolved and handed over |
| Branches | The same figures for each branch, if you have more than one |
| Tickets | Tickets made and resolved, open by age, time to acknowledge and resolve, kept within the promise, reopenings, and the complaints register. See Complaints and your regulator |
Choose the period at the top: the last 7 days, 30 days, 3 months, 6 months, a year, or your own dates. Most reports can be grouped by day, week or month, and downloaded as a CSV.
Who sees what
Administrators and Viewers see every report. A Supervisor or a branch manager whose role has team reports sees only their teams’, branches’ and inboxes’ figures.
Texa AI’s own analytics
For what Texa AI resolved and why it handed over, why customers get in touch, costs, and questions about your conversations, see Texa AI analytics.