Generate - Service & Annotations Report

Index:

1. Introduction
2. Report Details

Introduction

Learn how to generate a report focused on the operational aspects of STILINGUE Conversations support.

The report available in the Conversations section was created to enhance data analysis after support calls are collected in the tool. The Service & Annotations Report area displays the evolution of conversations that have been responded to, categorized, and undergone any manual treatment by the support team.

Find out how to access this area through the guide. 

It's possible to generate individual reports by pages, by types of interactions, or even for all selected pages and options:

Report Details

1. Pages

Select the page or pages connected to the tool that you would like to analyze in the report. With the recent update, it's now possible to select all pages at once.

2. Date Range

You can set the report's date. This way, you'll analyze only the selected period.

Note: The report's timeframe takes into account all conversations that occurred in the selected period, even if the initial interaction (that initiated the conversation) occurred earlier than the chosen date in the report.

3. Routing(s)

Here, you can select the pre-configured routing in the search. If you want to check the average response only in the routing, you can define it in this field.

4. SLA Starting From:

4.1 Publication

By selecting this option, you choose to view report data from the date and time when the user's publication is made on the social network.

4.2 Collection

Choosing this alternative allows you to view report data by the date and time of collection when the interaction was gathered by STILINGUE Smart Care.

5. Respondent(s)

Choose only the respondent responsible for the conversations or the respondents who send messages and classify what is sent by users.

6. Types of Interactions

You can analyze the interactions available for each social network. Actions performed by users, such as: Comments, Inbox, Visitor Posts, Mentions, and more.

7. Generate Report

After defining what you would like to understand regarding interactions, click on "Generate Report" to load the information onto the graphs.

8. Export Report

After applying the filter and clicking on "Generate Report," you can choose the charts you would like to view and click the button to export the selected report. The report will be sent via email and may arrive within 2 hours.

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