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Introduction

The Reports module in Hilos provides valuable insights into your team’s performance, customer satisfaction, and the origin of your conversations. By understanding the data presented in these reports, you can make informed decisions to improve your customer support processes. In this article, we will explore the key features of the Reports module and how to use it to gain a comprehensive understanding of your support activities.

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Overview of the Reports Module

The Reports module is designed to help you track and analyze various aspects of your support operations. The main components of the Reports module include:
1

Conversation Metrics

Track the number of conversations handled by your team over a specific time period.
2

Customer Satisfaction (C-SAT) Results

Measure customer satisfaction based on feedback collected after conversations.
3

Conversation Origins

Identify where your conversations are originating from, such as the Inbox, Flow Executions, or other sources.

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Conversation Metrics

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Understanding Conversation Volume

The Conversation Metrics section provides an overview of the number of conversations your team has handled within a selected time frame. This data helps you understand the workload and volume of interactions your team is managing. Key metrics include:
  • Conversations in Period: The total number of conversations initiated during the selected period.
  • Messages in Period: The total number of messages exchanged during the selected period.
  • Conversations by Source: The distribution of conversations based on their origin (Inbox, Flow Executions, etc.).
By analyzing conversation trends, you can identify peak times, understand seasonal variations, and allocate resources more effectively. The report includes visualizations such as line charts and bar graphs to help you quickly grasp trends and patterns.

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Conversation Origins

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Identifying Conversation Sources

The Conversation Origins section helps you understand where your conversations are coming from. This information is valuable for optimizing your support strategy and ensuring that resources are allocated appropriately. Key sources include:
  • Inbox: Conversations initiated directly through templates the Inbox (conversation initiated by the agent).
  • Flow: Conversations triggered by automated flows.
  • Inbound: Conversations originating from inbound messages (conversation initiated by the customer).
  • Other Sources: Conversations originating from other channels or integrations.

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Types of Reports

The Reports module offers different types of reports to suit various needs. Here are the main types:
  • Conversations in Period
  • Messages in Period
  • Conversations by Source
  • Metrics in Charts
  • Summary of Inbox & Inbound Conversations (Weekly)
  • Summary of Inbox & Inbound Conversations (Daily)
Metrics in Charts

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By Agent

This report is useful for comparing usage among different agents. It includes:
  • Conversations per Agent
  • Messages per Agent
  • Metrics in Charts (grouped by agent)
  • Inbox Summary (by agent)

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By Tag

This report helps compare the most common reasons for contact. It is generated based on conversation tags information. It includes:
  • Conversations by Tag
  • Metrics in Charts (grouped by tag)
  • Inbox Summary (by tag)

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Detail Inbox (Individual Conversations)

This report provides a comprehensive list of conversations that have occurred during the selected period. You can apply various filters to these reports including date, Contact tags, Conversation tags, Agent, and In working hours.

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Conclusion

The Reports module in Hilos provides a comprehensive view of your support operations, helping you track conversation volume, measure customer satisfaction, and understand the origins of your conversations. By leveraging this data, you can make informed decisions to enhance your support processes, improve customer satisfaction, and optimize resource allocation. Start exploring the Reports module today to gain valuable insights into your support activities and take your customer support to the next level!