Reporting & Analytics
Track agent performance, review chat transcripts, measure customer satisfaction, and export lead data from your reports dashboard.
Understanding Your Reports Dashboard
Overview of the 4 report types in Social Intents — Chat Report, Agent Report, Feedback Report, and Email/Lead Report.
Agent Performance Report
Track total chats, average response time, chat duration, and chats per active day for each agent. Filter by widget and date range.
Chat Transcripts and History
Review individual chat transcripts with full message history, visitor details, agent assignment, and timestamps.
Feedback and Satisfaction Scores
View customer satisfaction ratings, feedback comments, and CSAT trends. Identify top-performing agents and areas for improvement.
Exporting Reports and Lead Data
Export chat reports, agent metrics, feedback data, and captured leads as CSV files for use in spreadsheets or CRM imports.
Actions Report
View all conversion types in one report - live chats, email subscribers, feedback, and social actions. Filter by type, widget, and date range.