Current Reports· Overall Chat Report - Show all live chats for the selected period with Wait and Handling performance. This shows chats for all queues and Agents.
· Queue Report - This report shows you the details of all the live chats for the selected queue. You can remove the queue filter in case you need data for all queues.
· Agent Report - This report shows all the live chats by Agents for the selected period and shows the Rating Provided to agents, and chat handling performance.
· Queue Wise Report - The Queue Wise Report shows Agents allocated, Agent Occupancy, % Agents allocated, Agent Occupancy % and handling and wait performance by queues.
· AgentWise Report - The Agent Wise Report shows Agents allocated, Handling and wait performance and escalation performance for each Agent.
· SLA Report - This report shows the SLA for each parameter of the chat for example CSAT SLA, Wait Time SLA and Handle time SLA.
Role requiredContact your Rezolve Customer Success Manager for access
Running a Report1. Click Live Chat -> Reports
2. Set the date range for the report you would like to run, From and To the desired dates
3. Select how you would like the data organized, Daily or Weekly
4. Click Download
5. The file will download to your PC. Locate it and click on it to open in Excel.
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