Report manager

Index

1. What is the report manager for?
2. How to access the report manager
3. What reports can I export through the manager?
4. How to extract data in the report manager
5. Usage recommendations
6. Additional articles
7. Renewal of Expired Media

What is the report manager for?

The report manager is the feature that centralizes the extraction of reports from Blip. With it, you can extract various service reports and also the histories of the conversations conducted. Reports for the last five years can be generated, but always in 90-day periods. For example, to export data for a complete year, four reports will be generated, one for each quarter.

The report manager is a tool that assists in the collection and analysis of data for an increasingly productive operation guided by metrics and results.

Required Permissions

To access the service report screen, you need the following permission in the system: Helpdesk > "View" or "View and edit."

How to access the report manager

To access the report manager, follow these steps:

1. Access the portal.
2. Select the company where your chatbot(s) is/are located.
3. Then choose the chatbot for which you want to configure.
4. Next, access the "Service" menu.
5. Then the "Service Reports" menu.
6. Finally, click on the "Report Manager" button.

What reports can I export through the manager?

In the report manager it is possible to export the following reports:

• Active messages: brings active notification data separated into two tables:

  • The Notifications summary table with detailed data of the active notifications sent.

  • The Notifications Users table with a summary of the data, generally grouped by template and bot.

• Event Tracking: Brings all the tracking events of your smart contact.

• Chatbot and user metrics: Brings data from the conversations between the client and the bot in three tables.

  • The Conversations Details table brings information from the Waba, the bot, the user, date, time, among others.

  • The Conversations Summary table Brings the summary with month and year, router, MAUs, MEUs, and MSGs.

  • The User Details table brings information on dates, bot ID, User ID, and messages.

New! Get the full contact conversation history:

• Full conversation history: Brings the conversations the contact had with the brand (chatbot flow + human service) in PDF format (ideal for audits and legal documentation).

  • The query is individual: only one contact at a time.

  • It is possible to search by name, phone, email, or ID.

    • Name and phone must be provided specifically to avoid multiple results.

    • Email and ID use exact search.

  • The system consolidates all conversations found for the informed contact.

• Attendant metrics: brings the raw data of the tickets for the period; with this data it is possible to calculate the service metrics presented in the service reports screen and other metrics that are necessary regarding your service.

• Service history: Brings the conversations between clients and attendants that took place in the selected period, separated by ticket. It is important to state that the report only presents tickets that contain interaction between users and attendants. Tickets generated without interaction, or that exclusively have messages from the client, are not displayed.

• Attendant status: brings information about the attendants, with online times, breaks, offline, invisible, among others.

How to extract data in the report manager

The report manager allows you to extract historical data up to five years ago, as long as the extraction is requested in periods of no more than 90 days, and with D-1 data, meaning data from the current day is not extracted, only from the previous day backward.

Example: If you need to extract data from the last semester, you should request two reports, one considering the first 90 days of the period, and another considering the last 90 days of the period. Then simply open them in a spreadsheet manager and merge the two spreadsheets into one.

To extract reports through the report manager, follow these steps:

1. Access the report manager as indicated in the above steps.
2. Select the type of report you want to export.
3. Then choose the chatbot from which you want to extract data.
4. Next, select the period of up to 90 days for which you want the data.
5. Then click on "Generate Report."
6. The system will process your request, which will be ready in a few minutes.

7. You can track the processing status in the "My Reports" table.
8. You can leave this screen and come back later to download your reports.
9. When the report is ready, a download button will appear in place of the processing icon.
10. Simply click the download button, and the file in .csv format will be downloaded to your computer.
11. Repeat the above steps to request other reports.

Usage Recommendations:

As mentioned above, you can extract reports from up to 5 years ago, as long as the extraction windows have 90 days.

You don't need to wait for a report to finish processing to request new extractions, meaning you can request multiple exports simultaneously.

After processing is complete, your reports will be available for 7 days; after that period, you will need to request them again.

Important: The maximum processing time for files is 4 hours. If the generated file is too large and exceeds this limit, an error may occur during generation. To avoid this situation, we recommend reducing the query periods. Our team is already evaluating alternatives to improve the experience in this scenario and ensure faster processing.

Renewal of Expired Media

Additional Articles

• Report of Support
• Service Monitoring
• Calculating customer service metrics

For more information, visit the discussion on the subject in our community or the videos on our channel. 😃