How Do I Access My Usage Reports & Stats?

How Do I Access My Usage Reports & Stats?

The Reports section provides an overview of chat statistics, handbook activity, and team performance. You can analyze trends, generate detailed reports, and export data for further insights.

Access Reports & Stats

  1. Click the Reports tab in the left navigation menu.
  2. You will be directed to the Reports page, where you can explore two key sections:
    • Stats Tab – View high-level team activity analytics.
    • Reports Tab – Generate and filter detailed reports.

View Stats

The Stats tab (top left corner of the page) offers an overview of your team’s activity through the following metrics:

Top Five Topics (Chat Statistics)

  • Displays the five most frequently discussed chat topics.
  • Shows the number of chats and the percentage each topic contributes to the total.

Chats by State Graph

  • A graphical representation of the number of chats created per state.

Chat Status Overview

  • Displays the total chats categorized by:
    • Open
    • Completed
    • Closed

Leaderboard

  • Lists team leaders ranked by the total number of chats created.
  • Displays a breakdown of Open, Closed, Completed, and Total Chats per leader.

Generate & View Reports

The Reports tab allows you to generate detailed reports with custom filters to analyze specific chat trends and team performance.

Filter Reports

Use the dropdown filters to refine your report:

  • Assigned To – View chats assigned to specific users.
  • Created By – Filter by the creator of the chat.
  • Chat Label – Narrow down results by applied labels.
  • Topic – Select a specific chat topic.
  • Country & State – Filter by geographical region.
  • Chat Status – Choose from Open, Closed, or Completed.
  • Chat Length – Specify a time range (in minutes).
  • Created On – Enter a Start Date and End Date to filter chats within a set timeframe.

📌 Want to reset filters? Click Reset Filter to clear all applied settings.


View & Download Reports

  1. Click Apply after setting your filters to view results.
  2. The results will appear in a table format below the filter settings.
  3. Each row represents a chat entry with detailed information.
  4. To export the report, click Download in the top-right corner of the results panel (CSV format).

Troubleshooting & Additional Help

  • Why don’t I see any reports?

    • Ensure you have selected filters and clicked Apply to generate results.
    • If no chats match your criteria, try broadening your filters (e.g., expand date range).

  • Why is my leaderboard empty? The leaderboard updates based on chat activity. If no recent chats have been created, the leaderboard may appear empty.

  • Can I view handbook activity reports? Currently, the reports focus on chat-related activity. For handbook-related insights, check the Handbook Builder section.

  • Need further assistance? Contact the Support Team for help.