Reports & Analytics for Conversations and Team Performance
Measure conversation volume, response times, and agent performance so you can make decisions from data rather than guesswork.
Reports Overview
The Reports module provides comprehensive analytics to help you understand customer interactions, measure team performance, and make data-driven decisions.
Report Categories
Conversation Reports
Volume Analysis
- Total conversations by period
- Conversations by channel
- Peak hours and days
- Trend comparisons
Resolution Metrics
- Average resolution time
- First response time
- Conversations per agent
- Resolution rate
Agent Performance
Individual Metrics
| Metric | Description |
|---|---|
| Conversations Handled | Total chats managed |
| Average Handle Time | Time per conversation |
| First Response Time | Speed to first reply |
| Resolution Rate | % of resolved chats |
| CSAT Score | Customer satisfaction |
Team Overview
- Active agents
- Online time
- Workload distribution
- Performance ranking
Customer Insights
Contact Analytics
- New contacts by period
- Contact sources
- Channel preferences
- Geographic distribution
Engagement Metrics
- Messages per conversation
- Return customer rate
- Conversation frequency
- Lifetime interactions
Campaign Reports
Performance Metrics
- Messages sent/delivered
- Open rates
- Response rates
- Conversion tracking
ROI Analysis
- Cost per message
- Revenue attribution
- Campaign comparisons
Dashboard Widgets
Conversation Trends
Line chart showing volume over time with:
- Daily/weekly/monthly views
- Channel breakdown
- Year-over-year comparison
Channel Distribution
Pie chart displaying:
- WhatsApp %
- Instagram %
- Messenger %
- Website Widget %
- Telegram %
Response Time
Gauge showing:
- Average first response
- Target achievement
- Trend indicator
Agent Leaderboard
Ranked list showing:
- Top performers
- Key metrics
- Comparison to average
Custom Reports
Report Builder
Create custom reports:
- Select data sources
- Choose metrics
- Add dimensions
- Apply filters
- Set date range
Filters
Filter reports by:
- Date range
- Channel
- Agent
- Tags
- Custom fields
Export Options
Export reports as:
- PDF document
- Excel spreadsheet
- CSV file
- Scheduled email
Scheduled Reports
Automated Delivery
Set up recurring reports:
- Daily summaries
- Weekly performance
- Monthly analytics
- Custom schedules
Recipients
Send to:
- Email addresses
- Slack channels
- Webhook endpoints
Key Performance Indicators
Recommended KPIs
| KPI | Target | Description |
|---|---|---|
| First Response Time | < 5 min | Speed to first reply |
| Resolution Time | < 24 hrs | Time to resolve |
| CSAT Score | > 4.5/5 | Customer satisfaction |
| Resolution Rate | > 90% | % conversations resolved |
| Agent Utilization | 70-80% | Optimal workload |
Integrations: Connect ChatMaxima to Your CRM and Tools
Connect ChatMaxima with your favorite tools and services
Descripción general
Configura tu espacio de trabajo de ChatMaxima desde un solo lugar. Gestiona miembros, departamentos, etiquetas, respuestas predefinidas, notificaciones y uso desde Ajustes.