Standard reporting in Kustomer

The SLA report helps you identify how your team is trending for each policy you’ve created. You can use this information to ensure that you provide consistent customer support. See Service Level Agreements (SLAs) for more information on creating policies.Who can access this feature?User typesManagers or users with custom permission set access to reporting can access this feature.In this articleOverview metricsConversations by Status chartConversations by Metric chartSLA report drilldownsMetric calculationsTo access the SLA report, go to Reportingand then select SLAs.Overview metricsThe following metrics are an overview of the selected SLA policy or all policies.The following metrics are available in the SLA report:Conversations in Policy - The total count of unique conversations that have matched to a SLA policy during the selected time range. % Achieved - The percentage of conversations that satisfy the SLA requirements for all metrics on the policy during the selected time range.Breached Conversations - The total count of unique conversations that have breached the SLA requirements of their matched policy up until the current date and time.Note: If a conversation matched with a policy with two metrics and one breached, the entire conversation will show as breached.Conversations by Status chartThis chart shows conversations with SLA policies that have been breached, achieved, or are still pending, by the date they were breached or achieved. Pending conversations (gray columns) show the future dates that conversations may possibly breach if the SLA is not met.Note: Achieved refers to conversations that satisfied all of their SLA policies before breaching.Conversations by Metric chartThis chart shows the count of conversations that breached or satisfied each metric across all policies. You can view the breakdown of metrics by day, week, or month and switch between Breached or Satisfied statuses.SLA report drilldownsYou can gain more insight into your SLA report using drilldowns. To better understand the data you will see when drilling down into the SLA report, it's necessary to understand how SLAs determine when a conversation is breached.When a conversation is created in Kustomer and it matches an SLA policy, all of the metrics in the policy get a breachAt timestamp that calculates when the policy is going to breach. If the policy is satisfied, the breachAt timestamp is replaced with a satisfiedAt timestamp that shows the date and time that the policy was actually met.If the conversation doesn't satisfy the policy, the breachAt timestamp permanently remains on the conversation to show that the policy was breached.Due to how this metric is calculated, you can use the SLA report to not only view conversations that failed to meet an SLA policy in the past, but also conversations that may breach in the future. When using drilldowns in these charts, keep the following in mind:The Breached Conversations chart will only show data for conversations that breached up to the current date and time. Any conversations that may breach in the future are not reflected in this count and won't appear in the View Data table.The Conversations by Status chart shows all of the conversations that are already breached, achieved, or pending breach. All conversations that might breach after the current date and time are considered pending. In the following image, the line shown in the highlighted area marks the current date (April 28th) and time. As you can see, all conversations shown below this line are still considered pending, even though it's the same day. Drilling down on the Breached and Achieved sections for April 28th is going to show conversations from the start of the day until the current time, while the Pending section is going to show them from the current time to the end of day, in your respective time zone.The breached section of the Conversations by Metric chart shows all of the individual metrics that have a breachAt timestamp, regardless of whether the conversation already breached or is pending a future breach.Metric calculationsBelow you'll find descriptions of the calculations for each metric including the attributes used in their formation. These can be beneficial when rebuilding standard report metrics in your custom reports or referenced when building metrics or performing analysis outside the Kustomer platform with data sourced from our API's or data services, such as Kinesis.The Date Anchor is the attribute which is linked to the date range picker in each report's header that determines whether or not any objects that fit the calculation criteria will appear in your chart or table.MetricCalculationDate AnchorConversations In Policydistinct conversation.id where conversation.sla.summary is presentconversation.sla.summary.firstBreachAt or conversation.sla.summary.firstSatisfiedAt% Achieveddistinct conversation.id where conversation.sla.summary.firstSatisfiedAt is set divided conversation.id where conversation.sla.summary is present and multiplied by 100conversation.sla.summary.firstSatisfiedAtBreached Conversationsdistinct conversation.id where conversation.sla.summary.firstBreachAt is setconversation.sla.summary.firstBreachAtConversations By Statusdistinct conversation.id where either conversation.sla.summary.firstBreachAt or conversation.sla.summary.firstSatisfiedAt is setconversation.sla.summary.firstBreachAt or conversation.sla.summary.firstSatisfiedAtConversations By Metricdistinct conversation.id where any of the date anchor attributes falls within the date range selectedany of: conversation.sla.metrics.totalCustomerWaitTime.breachAt, conversation.sla.metrics.totalCustomerWaitTime.satisfiedAt, conversation.sla.metrics.firstResponse.breachAt, conversation.sla.metrics.firstResponse.satisfiedAt, conversation.sla.metrics.totalConversationOpenTime.breachAt, conversation.sla.metrics.totalConversationOpenTime.satisfiedAt, conversation.sla.metrics.longestUnrespondedMessage.breachAt, conversation.sla.metrics.longestUnrespondedMessage.satisfiedAt

The Overview report helps you understand your customers' behavior and inbound volume. It is a collection of high-level information about your organization, where you can see traffic across all teams, a breakdown of which channels are getting the most traffic, and how much time you're spending resolving customer issues. Who can access this feature?User typesManagers or users with custom permission set access to reporting can access this feature.In this articleComparison Over Time metricsConversations Received By Channel chartAverage Message per Conversation chartResolution Time chartMetric calculations To access the Overview report, go to Reporting, and then select Overview.Comparison Over Time metricsThe following metrics are an overview of conversations during the selected date range.The following metrics are shown:Inbound Customers is the count of unique customers who sent in at least one message.Inbound Conversations is the amount of inbound conversations created.Note: This metric uses the "directionType = initial-in" attribute to help denote the unique identifier for inbound messages that create a new conversation.Average Conversation Handle Time is the cumulative amount of time spent by all users viewing all conversations, divided by the total count of conversations viewed. Viewing is defined as the time between a conversation object open event and a conversation object close event on a timeline.Note: Handle time metrics do not consider conversation status, so viewing conversations marked "Done" will count towards this metric. Additionally, if the same conversation is opened by an individual agent across multiple windows or tabs, each will have its own unique view events that will be included in the calculation.Average Conversation Handle Time = Total Conversation Handle Time / Total Conversation CountTotal Conversation Handle Time = Cumulative time that all conversations in the organization have been expanded within the applicationTotal Conversation Count = Count of unique conversations that have been expandedAverage Task Handle Time is the cumulative amount of time spent by all users viewing all tasks, divided by the total count of tasks viewed. Tasks are defined as any custom objects that can be assigned to users. Viewing is defined as having the task open on an active browser tab.Conversations Received By Channel chartThis chart shows the count of conversations received during the selected date range broken out by channel.Note: Multi-channel conversations will be counted once for each channel used. For example, a conversation that starts as chat but moves to email will increment both chat and email total counts by one.Average Message per Conversation chartThis chart shows the average count of inbound and outbound messages per conversation.Average Messages Per Conversation = Total Messages / Total Conversations GROUPED BY Conversation DirectionTotal Messages = Count of all messagesTotal Conversations = Count of all conversationsConversation Direction = Direction of the conversation (ex. Inbound or Outbound)Resolution Time chartThis chart shows the average duration between the conversation being created and the conversation being marked done. “First done” is the time until it was marked done the very first time. “Last Done” is always the last (most recent) time a conversation was marked done.Resolution Time = (SUM(Conversation First Mark Done Time) - SUM(Conversation Created Time)) / Total Conversations First Marked DoneConversation Creation Time = Time that a conversation is created.Conversation First Mark Done Time = Time that a conversation is initially marked done.Total Conversations First Marked Done = Conversations that incurred an initial mark done within the specified date range.Metric calculationsBelow, you'll find descriptions of the calculations for each metric, including the attributes used in their formation. These can be beneficial when rebuilding standard report metrics in your custom reports or referenced when building metrics or performing analysis outside the Kustomer platform with data sourced from our APIs or data services, such as Kinesis.The Date Anchor is the attribute linked to the date range picker in each report's header. It determines whether or not any objects that fit the calculation criteria will appear in your chart or table.MetricCalculationDate AnchorInbound Customersdistinct customer.id where the conversation.firstMessageIn is of type initial-inconversation.firstMessageIn.sentAt Inbound Conversationsdistinct conversation.id where conversation.firstMessageIn is of type initial-inconversation.firstMessageIn.sentAtAVG Convo Handle Time (Views)sum of conversation_time.handleTime divided by distinct related conversation.idconversation_time.createdAtConversations Received by Channeldistinct conversation.id where the conversation.direction: in, grouped by conversation.channelsconversation.createdAtAVG Messages Per Conversation (Inbound)average of conversation.inboundMessageCount conversation.createdAtAVG Messages Per Conversation (Outbound)average of conversation.outboundMessageCountconversation.createdAtResolution Time - First Marked Doneaverage of conversation.firstDone.businessTimeconversation.firstDone.createdAtResolution Time - Last Marked Doneaverage of conversation.lastDone.businessTimeconversation.lastDone.createdAt

The Team report gives you conversation and agent-level KPIs to measure the performance and effectiveness of your teams. This report has the ability to filter by team and channel, and report on Sent Messages, Sent Messages per Customer, and Average Messages per Conversation. You can also examine the performance of your teams and users over time by selecting a date range for your report.Who can access this feature?User typesManagers or users with custom permission set access to reporting can access this feature.In this articleTeam report metricsMetric calculationsTo access the Team report, go to Reportingand then select Team.Team report metricsIn this report, you can switch between viewing the performance of individual users or teams.The following metrics are available:Messages Sent - The total outbound messages sent during the time period.Unique Conversations Messaged - The unique number of conversations which contain at least one message sent by that agent. For example, If I send: 5 messages to convo A, 3 messages, to convo B, and 20 Messages, to convo C, that counts as 3 unique conversations.Conversations Marked Done - The number of conversations this agent has marked done.Note: If the conversation was re-opened and marked done by another agent, only the last agent to mark a conversation done will get credit for this metric.Unique Customers Messaged - The unique number of customers which received at least one message from the agent. For example, if I send 100 messages inside 20 conversations to a single customer, that customer is only counted once for this metric.Average Conversation Handle Time - The total amount of time an agent has spent viewing conversations divided by the unique number of conversations they viewed. Viewed is defined as having the conversation open in an active browser tab.Note: Handle time metrics do not consider conversation status, so viewing conversations marked Done will count towards this metric. Additionally, if the same conversation is opened by an individual agent across multiple windows or tabs, each will have its own unique view events that will be included in the calculation.Average Sent Messages Per Conversation- The total number of messages this agent sent divided by the number of conversations they are in.Average Sent Messages per Customer - The total number of messages this agent sent divided by the number of customers they were sent to.First Contact Resolution Rate - Inbound conversations that contain at least one message, are currently done, and have never been snoozed, reopened or merged divided by the total number of inbound conversations created.Average Response Time - The average time between each inbound customer message and the corresponding outbound agent's response to that message.Average First Response Time - The average time between the customer's first inbound message in a conversation and the agent's response to that message. This metric only counts messages where this agent was the first responder.Median First Response Time - The median time between the customer's first inbound message in a conversation and the agent's response to that message. This metric only counts messages where this agent was the first responder.Average Time to First resolution - For conversations where the agent was the first to mark the conversation done, the average time between the creation time and marked done time.Median Time to First Resolution - For conversations where this agent was the first to mark the conversation done, the median time between the creation time and marked done time.Total Time Logged In - Total amount of time the agent is logged into Kustomer, excluding any time in the inactive state. This metric is rounded to the nearest 5 minute increments.Messages Sent with Shortcuts - Outbound messages sent with shortcuts during the selected time period.Percent of Messages Sent with Shortcuts - The percentage of messages that were sent with a shortcut.Metric CalculationsBelow you'll find descriptions of the calculations for each metric including the attributes used in their formation. These can be beneficial when rebuilding standard report metrics in your custom reports or referenced when building metrics or performing analysis outside the Kustomer platform with data sourced from our API's or data services, such as Kinesis.The Date Anchor is the attribute which is linked to the date range picker in each report's header that determines whether or not any objects that fit the calculation criteria will appear in your chart or table.MetricCalculationDate AnchorMessages Sentdistinct message.id where message.auto:false, message.direction:out, and message.createdBy or message.createdByTeams is in the list of users or teams, respectivelymessage.createdAtUnique Conversations Messageddistinct conversation.id for all messages where message.auto:false, message.direction:out, and message.createdBy or message.createdByTeams is in the list of users or teams, respectivelymessage.createdAtConversations Marked Donedistinct conversation.id where conversation.deleted:false, conversation.messageCount is greater than 0, and conversation.lastDone.createdBy or conversation.lastDone.createdByTeams is in the list of users or teams, respectivelyconversation.lastDone.createdAtUnique Customers Messageddistinct customerId where message.auto:false, message.direction:out, and message.createdBy or message.createdByTeams is in the list of users or teams, respectivelymessage.createdAtAVG Conversation Handle Time (Views)sum of conversation_time.handleTime divided by distinct related conversation.idconversation_time.createdAt AVG Sent Messages Per Conversationgroup by related conversation.id and divided by distinct message.id where message.auto:false and message.direction:out where message.createdBy or message.createdByTeams is in the list of users or teams, respectivelymessage.createdAtAVG Sent Messages Per Customeraverage of message.responseBusinessTimemessage.createdAtFirst Contact Resolution Ratedistinct conversation.id with status: ‘done’ and direction: ‘in’ with a messageCount greater than 0, which also do not have a reopenCount greater than 0 and also has not been merged (mergedTarget: `false` or mergedTarget field does not exist), divided by distinct conversation.id, where conversation.firstDone.createdBy or conversation.firstDone.createdByteams is in the list of users or teams, respectively; multiplied by 100.conversation.firstDone.createdAtAVG Response Timeaverage of message.responseBusinessTime where message.createdBy or message.createdByTeams is in the list of users or teams, respectivelymessage.createdAtAVG First Response Timeaverage of conversation.firstResponse.businessTime where conversation.firstResponse.createdBy or conversation.firstResponse.createdByTeams is in the list of users or teams, respectivelyconversation.firstResponse.createdAtMedian First Response Timemedian of conversation.firstResponse.businessTime where conversation.firstResponse.createdBy or conversation.firstResponse.createdByTeams is in the list of users or teams, respectivelyconversation.firstResponse.createdAtAVG Time to First Resolutionaverage of conversation.firstDone.businessTime where conversation.firstDone.createdBy or conversation.firstDone.createdByTeams is in the list of users or teams, respectivelyconversation.firstDone.createdAt Median Time to First Resolutionmedian of conversation.firstDone.businessTime where conversation.firstDone.createdBy or conversation.firstDone.createdByTeams is in the list of users or teams, respectivelyconversation.firstDone.createdAtTotal Time Logged Insum of loggedInTime.total by user.id or user.teamId respectivelyuserTime.docAtMessages Sent With Shortcutsdistinct message.id where message.auto:false, message.direction:out and message.shortcuts is present, where messaged.createdBy or message.createdByTeams is in the list of users or teams, respectivelymessage.createdAtPercent of Messages Sent With Shortcutsdistinct conversation.id divided by distinct message.id where message.auto:false, message.direction:out and message.shortcuts is present, where messaged.createdBy or message.createdByTeams is in the list of users or teams, respectivelymessage.createdAt

The Conversation report provides information that helps you understand how quickly agents respond to customer inquiries and how much time they spend resolving customer issues.Who can access this feature?User typesManagers or users with custom permission set access to reporting can access this feature.In this article:Conversation report metricsResolution Time chartResponse Time chartAverage Inbound Messages per hour heatmapTop Shortcuts Used tableMetric calculationsTo access the Conversation report, select Reporting, and then select Conversation.Conversation report metricsThe report shows four metrics that let you quickly see how your conversations are performing.The following metrics are shown:Average First ResponseAverage amount of time between the first inbound message and an agent's reply to that message on a conversation.Average First ResolutionAverage amount of time between the initial inbound message and the first time a conversation is marked done.Note: This metric includes snoozed time.First Resolution Time in Business Hours = First Resolution Abs Time - First Inbound Message Abs Time - Time outside of Business HoursAverage First Resolution = AVERAGE(First Resolution Time in Business Hours) / Relevant ConversationsFirst Resolution Abs Time = Timestamp of the of the first instance of the conversation being marked doneFirst Inbound Message Abs Time = Timestamp of the initial inbound messageRelevant Conversations = Count of conversations that have an initial mark done event within the time durationFirst Contact Resolution RateInbound conversations first marked done in this period, that are currently in a done status, contain at least one message and have never been reopened or merged over total inbound conversations first marked done in this period that contain at least one message and have never been merged.First Contact Resolution Percentage = (Conversations First Contact Resolved / Conversations With Responses) * 100Conversations With Responses = Count of conversations that have outbound messages within the time duration.Conversations First Contact Resolved = Inbound conversations first marked done in this time duration, that are currently in a done status, contain at least one message, and have never been reopened or merged.Average Handle TimeCumulative amount of time spent by all users viewing all conversations, divided by the total count of conversations viewed. Viewing is defined as the time between a conversation object open event and a conversation object close event on a timeline.Note: Handle time metrics do not consider conversation status, so viewing conversations marked "Done" will count towards this metric. Additionally if the same conversation is opened by an individual agent across multiple windows or tabs, each will have their own unique view events that will be included in the calculation.Average Conversation Handle Time = Total Conversation Handle Time / Total Conversation CountTotal Conversation Handle Time = Cumulative time that all conversations in the organization have been expanded within the applicationTotal Conversation Count = Count of unique conversations that have been expandedResolution Time chartThis chart shows the average time between creating a conversation and marking it done.The following metrics are available:First Marked DoneTime until the conversation was marked done the very first time. Last Marked DoneLast (most recent) time a conversation was marked done.Response Time chartThis chart shows the average duration between the conversation being created and the first reply to that message.The following metrics are available:Average Response TimeAverage duration of time from the creation of any inbound message to an outbound reply of that message. Average First Response TimeAverage duration of time from the first inbound messages creation to the first reply.Average Inbound Messages per Hour heatmapThis heatmap shows when your team receives the most inbound messages, on average for a given day & time, color coded from light to dark blue, with darker shades indicating higher volume. Each individual cell represents a respective day/time breakdown, averaged out across all instances of that day/time combination throughout the selected date range.By default, the chart shows all inbound messages across all teams. When filtering by an individual team, the values coincide with inbound messages that were sent to respective conversations while they were assigned to the given team.You can also filter the chart by any of the following channels:All channelsEmailsSMSChatFacebook MessengerVoiceTop Shortcuts Used tableThis table lists the shortcuts used within the selected date range and the number of times they were used during that time period.The following columns are available:Shortcut titleName of the shortcut.Total usageHow many times the shortcut was used in the selected date range.Metric calculationsBelow you'll find descriptions of the calculations for each metric including the attributes used in their formation. These can be beneficial when rebuilding standard report metrics in your custom reports or referenced when building metrics or performing analysis outside the Kustomer platform with data sourced from our API's or data services, such as Kinesis.The Date Anchor is the attribute linked to the date range picker in each report's header that determines whether or not any objects that fit the calculation criteria will appear in your chart or table.MetricCalculationDate AnchorAvg First Response Timeaverage of conversation.firstResponse.businessTimeconversation.firstResponse.createdAtAvg First Resolution Timeaverage of conversation.firstDone.businessTimeconversation.firstDone.createdAt First Contact Resolution Ratedistinct conversation.id with status: ‘done’ and direction: ‘in’ with a messageCount greater than 0, which also do not have a reopenCount greater than 0 and also has not been merged (mergedTarget: `false` or mergedTarget field does not exist), divided by distinct conversation.id , multiplied by 100.conversation.firstDone.createdAtAvg Convo Handle Time (Views)The cumulative amount of time spent by all users viewing all conversations (viewing defined as having the conversation expanded in a timeline), divided by the count of distinct conversations viewed.conversation_times.createdAtResolution Time - First Marked Doneaverage of conversation.firstDone.businessTimeconversation.firstDone.createdAt Resolution Time - Last Marked Doneaverage of conversation.lastDone.businessTime conversation.lastDone.createdAtResponse Time - Avg Response Timeaverage of message.responseBusinessTimemessage.createdAtResponse Time - Avg First Response Timeaverage of conversation.firstResponse.businessTimeconversation.firstResponse.createdAtAvg Inbound Msgs/HourCount of distinct message.id where direction:in for each appearance of an interval bucket (day of week, hour of day ie Mon 2-3pm) summed across all appearances of that bucket and divided by the number of bucket appearances over the course of the selected date rangemessage.createdAtTop Shortcuts Usedgroup by message.shortcuts.id order by count descendingconversation.createdAt

When building reports or constructing workflows, you'll likely want to incorporate messages coming into your Kustomer organization. The types of attributes you use — and the values you pair them with — can produce different results. This article will help to quickly clarify some differences between the various attributes we offer.Who can access this feature?User typesAdmins can create and manage and reports and workflow settings. Managers can access reports.In this articleMessage object attributesTipsMessage object attributesThe message object has a range of attributes that help to specifically identify what type of message it is in the conversation timeline:AttributeDescriptionDirectionDirection > inDirection of the message is inbound to Kustomer.Direction > outDirection of the message is outbound from Kustomer.Direction TypeDirection Type > initial-inThe first inbound message sent in a conversation. This can fall after the initial-out but not after any other values.Direction Type > initial-outThe first outbound message sent by an agent or the system in a proactive conversation. Direction Type > response-inA response to a previous outbound message in a conversation.Direction Type > response-outA response to a previous inbound message in a conversation. This falls after the initial-in message when a customer reaches out and an agent responds.Direction Type > followup-inA message a customer sends where the previous message in the conversation was also from the customer (i.e. when a customer send two messages back-to-back, the 2nd is a followup-in).Direction Type > followup-outA message a Kustomer organization sends where the previous message in the conversation was also from your organization (i.e. when an agent sends two messages back-to-back, the second is a followup-out).TipsA common misunderstanding when trying to run a report on inbound conversations is to look at the Conversation object and apply the Direction equals in filter. You'll get a more accurate count of inbound conversations created in the time period you selected it you instead look at the Message object and use Direction type equals initial-in filter.

The Routing report lets you see your queues and how well they perform, monitor agent availability, and monitor customer wait time. This report also provides a simple way to see how many agents are online and their current status. You can see how many conversations are queued and waiting for the agent to accept. Here, you can view all your queues rolled up into a single report or on each individual level and easily group individual queues together.We also report on the wait time of a conversation in a queue, which can be presented to chat users as a means of channel deflection.Who can access this feature?User typesManagers or users with custom permission set access to reporting can access this feature.In this article:Current Agent Statuses chartCurrent Conversations Statuses chartRouting report metricsHistorical queue reportingLive DashboardsFilter resultsMetric calculationsTo access the Queue report, select Reporting, and then select Routing.Current Agent Statuses chartThis chart displays the current status of all agents that are online. If you create custom unavailable statuses they will display by name, but follow the unavailable definition.The following statuses are available:Available - Full Capacity Reached are the users who are available in the queue but have reached their current conversation capacity.Available - With Capacity are the users who are available in the queue, and are not yet at their conversation capacity.Unavailable are the users who are not available to receive routed conversations from a queue.Busy are the users who are available, but in a call.Current Conversation Statuses chartThis chart shows the status of conversations in the queue. Snoozed conversations are excluded.The following statuses are available:Assigned are conversations that have been routed and assigned to a user.In queue are conversations that have been assigned a queue, but not routed yet.Wrap-up are conversations that have been assigned, and ended but not marked done.Routing report metricsThe report shows eight metrics that let you quickly see your queues are performing.The following metrics are shown: Available Agents is the total number of agents in the queue in an available status.Unavailable Agents is the total number of agents in the queue in an unavailable or busy status.Total Conversations is the total number of conversations in the queue that are not routed or assigned. Snoozed conversations are excluded.Conversations Per Available Agent is the total number of assigned conversations currently in an Open or Wrap-up status divided by the total number of agents currently in an Available status.The longest Wait is the time that the conversation has been waiting in the queue for the longest time during that current 24-hour day.Latest Wait is the wait time of the last conversation to be routed to a user.Average Wait is the average of all wait times in the queue for the current 24-hour day.Average Handle Time is the average time a conversation routed from a queue was assigned to a user in an open status. This metric includes snoozed time.Historical Queue reportingOn top of seeing queue performance in real-time, organizations can get a clear historical view of each queue. With this report, you can monitor how long customers wait in a queue to be assigned to an agent and how long it takes an agent to handle their conversation. You can also see how skill-based queues performed by selecting the Skill Metrics tab.The following metrics are shown:Agent Handle Time (Total & Average) is the time an agent is assigned to a conversation from open to close including snoozed.Wrap-up Time (Total & Average) is the time a conversation spends in wrap-up status between ending and closing.First Routed Response time (Total & Average) is the time from when a work item was accepted to when an agent sends the first reply.Total Conversations is the total number of conversations that entered a queue. Snoozed conversations are excluded.Max Wait Time (Total & Average) is the longest time a conversation is waiting in a queue.Average Queue Time is the time a conversation waits in the queue before being routed to an agent.Organizations can also track how much time their agents spend in each status while working in queues. The time is broken down in Available, Unavailable, and Busy statuses. You can also see how many conversations were assigned to them in that timeframe.The following agent metrics are shown:Available Time Total is the total amount of time a user spends in an Available Status.First Routed Response time (Total & Average) is the time from when a work item was accepted to when an agent sends the first reply.Unavailable Time Total is the total amount of time a user spends in any Unavailable Status.Busy Time Total is the total amount of time a user spends in the Busy Status (Voice on Call).Agent Total Handled Items is the number of conversations assigned to the user.Wrap-up Time Total is the total amount of time a conversation assigned to the user was in wrap up.Live DashboardFor organizations that make their queue metrics available to their agents via TV or computer monitors, the Live Dashboard can be expanded for everyone to see. Select the [ ] icon from within the Queue report screen to expand the Kustomer interface for a full-screen view.The Live Dashboard data will refresh every 15 seconds and also includes a "Night Mode" that can be turned on by selecting the icon on the top-left corner.Note: The Live Dashboard is only available on Ultimate plans.Filter resultsThis report offers four attributes in its filter component - Channels, Queues, Teams, Users. It's important to understand how these filters will impact the data displayed.Channels will filter to work-items where the selected channel or channels is present.Queues will filter to a work-item's most recent queue, as items can move from queue to queue within their lifecycle.Teams will filter to data whose Team relationship is the value selected, not to data where the assigned team is equal to the value selected.Users will filter to data where the assigned user is the value selected.Metric calculationsBelow, you'll find descriptions of the calculations for each metric, including the attributes used in their formation. These can be beneficial when rebuilding standard report metrics in your custom reports or referenced when building metrics or performing analysis outside the Kustomer platform with data sourced from our APIs or data services, such as Kinesis.The Date Anchor is the attribute linked to the date range picker in each report's header that determines whether or not any objects that fit the calculation criteria will appear in your chart or table.MetricCalculationDate AnchorCurrent Agent StatusesFiltered to work sessions where work_session.signedOutAt is not present, grouped by statusAvailable - Full Capacity Reached: capacityRemaining <= 0, statusId = availableAvailable - Partial Capacity: workItemCount > 0, routable = trueUnavailable (and custom unavailable statuses): routable = falseN/A; handled by signedOutAt filterCurrent Conversation StatusesFiltered to work items where lastRevision.queueId exists, work_item.status is not 'completed', and work_item.paused is not 'true'work_item.createdAtAvailable AgentsFiltered to work sessions where work_session.signedOutAt is not present,matching either:Available - Full Capacity Reached: capacityRemaining <= 0, statusId = availableorAvailable - Partial Capacity: workItemCount > 0, routable = trueN/A; handled by signedOutAt filterUnavailable AgentsFiltered to work sessions where work_session.signedOutAt is not present and routable = falseN/A; handled by signedOutAt filterTotal ConversationsFiltered to work items where lastRevision.queueId exists, work_item.status is one of  'ivr', 'queued', and work_item.paused is not 'true'work_item.createdAtConversations Per Available AgentDistinct work_item.id where work_item.status is one of `assigned`,`wrap-up` divided by distinct work_session.id where statusType = `available`N/ALongest WaitMax of work_item.lastRevision.queueTimework_item.lastRevision.acceptedAtLatest WaitFirst item of work_item.lastRevision.acceptedAt sorted in descending orderwork_item.lastRevision.acceptedAtAverage WaitAverage of work_item.lastRevision.queueTimework_item.lastRevision.acceptedAtAverage Handle TimeAverage of work_item.handle.businessTimework_item.lastRevision.acceptedAtQueue metrics tableAgent Handle Time TotalSum of work_item.handle.businessTime grouped by lastRevision.queueIdwork_item.handle.completedAtAgent Handle Time AverageAverage of work_item.handle.businessTime grouped by lastRevision.queueIdwork_item.handle.completedAtFirst Routed Response Time TotalSum of firstRoutedResponse.businessTime, grouped by lastRevision.queueIdwork_item.firstRoutedResponse.createdAtFirst Routed Response Time AverageSum of firstRoutedResponse.businessTime, grouped by lastRevision.queueIdwork_item.firstRoutedResponse.createdAtWrap-Up Time TotalSum of wrapUp.businessTime, grouped by lastRevision.queueIdwork_item.wrapUp.enteredAtWrap-Up Time AverageAverage of wrapUp.businessTime, grouped by lastRevision.queueIdwork_item.wrapUp.enteredAtTotal ConversationsDistinct work_item.id with resourceType: 'conversation', grouped by lastRevision.queueIdwork_item.firstEnterQueueAtMax Wait TimeMax of lastRevision.queueBusinessTime, grouped by lastRevision.queueIdwork_item.lastRevision.acceptedAtAverage Queue TimeAverage of lastRevision.queueBusinessTime, grouped by lastRevision.queueIdwork_item.lastRevision.acceptedAtAgent Total Handled ItemshandledItemCount, grouped by lastRevision.queueIdwork_item.handle.completedAtAgent Metrics TableAgent Total Handled Items handledItemCount, grouped by userIdwork_item.handle.completedAtAgent Handle Time AverageAverage of work_item.handle.businessTime grouped by userIdwork_item.handle.completedAtAgent Handle Time TotalSum of work_item.handle.businessTime grouped by userIdwork_item.handle.completedAtFirst Routed Response Time TotalSum of work_item.firstRoutedResponse.businessTime grouped by userIdwork_item.firstRoutedResponse.createdAtFirst Routed Response Time AverageAverage of work_item.firstRoutedResponse.businessTime grouped by userIdwork_item.firstRoutedResponse.createdAtWrap-Up Time TotalSum of work_session.wrapUp.businessTime grouped by userIdwork_session.wrapUp.enteredAtAvailable Time TotalSum of work_session.totalAvailable.businessTime grouped by userIdwork_session.totalAvailable.statusAtUnavailable Time TotalSum of work_session.totalUnavailable.businessTime grouped by userIdwork_session.totalUnavailable.statusAtBusy Time TotalSum of work_item.totalBusy.businessTime grouped by userIdwork_session.totalBusy.statusAt

The Companies report is where you can see statistics on your users' interactions with Company profiles within your organization.Who can access this feature?User typesManagers can access reports. To access the Companies report, select Reporting and then select Companies.You can search by a Company name and select which columns you want to view. For Organizations with a large number of Companies can page through the report, or sort by Columns.Selecting a Company name in the left column takes you to that Companies Timeline where you can see all their conversations, and customers.The following metrics are available in the Companies report:Average Time to First ResolutionFor conversations where this agent was the first to mark the conversation done, the average time between the creation time and marked done time.Median Time to First ResolutionFor conversations where this agent was the first to mark the conversation done, the median time between the creation time and marked done time.Average First Response TimeThe average time between the customer's first inbound message in a conversation and the agent's response to that message. Only counts messages where this agent was the first responder.Median First Response TimeThe median time between the customer's first inbound message in a conversation and the agent's response to that message. Only counts messages where this agent was the first responder.Conversations marked DoneThe total number of conversations created and marked done.Total ConversationsThe total number of conversations created in any status.Average Sent Messages Per UserThe average number of messages sent by a user across all conversations associated to a company.Average Sent Messages Per CustomerThe average number of messages sent by a customer across all conversations associated to a company.Total Messages SentOutbound messages sent during the time period.Unique Customers MessagesThe unique # of customers which received at least one message from the company. For example, If I send 100 messages inside 20 conversations to a single customer, that customer is only counted once for this metric.

The Satisfaction report provides a summary and survey-specific data on surveys executed through Kustomer's Satisfaction feature. It includes KPIs like Average Satisfaction Score over time (per channel and aggregate), Average Rating, normalized Ratings per Channel, searchable counts of Positive and Negative Ratings and Rated and Commented surveys per period, and a snapshot of the current (past 24 hours) Satisfaction Survey Sending Funnel. In addition, metrics can be filtered on specific surveys, teams, or one or more specific agents.Who can access this feature?User typesManagers or users with custom permission set access to reporting can access this feature.In this articleAverage Satisfaction chartSatisfaction report metricsOverall Customer Satisfaction Score chartRatings chartCurrent Satisfaction Sending Funnel chartScore Breakdown tableCalculate scores & ratingsView survey responsesMetric calculationsTo access the Satisfaction report, go to Reporting, and then select Satisfaction. Average Satisfaction chartThis chart displays the number of surveys scored Positive divided by the total number of surveys rated x 100 over the specified date range; averaged by channel by day.Satisfaction report metricsThe report shows ten charts that let you quickly see your surveys' performance.The following metrics are shown:Negative Responses is the total count of conversations that were rated Negative in the selected time range.Positive Responses is the total count of conversations that were rated Positive in the selected time range.Average Score is the number of surveys scored 'Positive' divided by the total number of surveys rated over the selected time frame x 100Sent is the total number of satisfaction forms that were sent in the selected time range.Unresponded is the number of survey recipients that did not provide a satisfaction rating or comment.Rated is the number of surveys for which a rating was selected by the recipient.Commented is the number of surveys that received a response from the recipient in the secondary question.Response Rate is the total number of surveys that received a rating divided by the number of surveys sent.Overall Customer Satisfaction Score chartThis chart shows the negative and positive normalized score distributions in the selected time period.Ratings chartThis chart displays the number of times each specific rating was chosen during the selected time range, separated by channel. Ratings are normalized across 2, 3, and 5-point survey scales.Current Satisfaction Sending Funnel (Today) chartThis chart displays the most recent state of all survey-eligible conversations created that day. Not included are any Unresponded surveys, defined as surveys that were Offered but not Rated within the lockout period.Score Breakdown tableThis table shows the aggregated responses by ratings across all surveyed channels.Calculate scores & ratingsThe following section provides additional information for how scores and ratings are calculated.Satisfaction ScoresThe Satisfaction Score is the overall pass or fail of a conversation based on the customer's selection of a rating within the survey. Similar to NPS, our satisfaction score is based off a numerical value tied to the rating. This diagram explains which rating equates a Negative experience (0), and a Positive Experience (1). Conversations that received a 1 passed the survey and are calculated into the satisfaction score, while conversations that received a 0 are excluded. Satisfaction is calculated by dividing the number of Positive conversations by the number of conversations surveyed x 100. RatingsRatings are the specific emojis or numbers a customer selects based on your desired satisfaction style. The rating scale is weighted so that all responses are tied to a 5-point scale. This makes reporting and calculating averages easier and more accurate.Selecting a positive rating ('thumbs up') in a two-count scale like 'thumbs up' or 'thumbs down' results in a rating of 5, while a 'thumbs down' would result in a 1. This way, when you run reports that aggregate across multiple surveys that may have different scales, your results will be normalized.View survey responsesYou can view detailed data for each survey by selecting the Survey Responses tab and then selecting the survey from the drop-down menu. Here, you can review metrics such as, the total count of positive and negative responses for that survey over the specific date range, along with the survey's average score and median rating. You can also view a breakdown of the responses left on your survey for each one of your follow-up questions, separated by both Positive and Negative responses.Each question type has the following default chart type:Multiple choice questions - Pie chartMulti-select questions - Column chartFree text - TableYou can drilldown on any of these charts to gain more insights on the responses. Selecting a line of free text will direct you to the related conversation on a customer's timeline.Metric calculationsBelow you'll find descriptions of the calculations for each metric including the attributes used in their formation. These can be beneficial when rebuilding standard report metrics in your custom reports or referenced when building metrics or performing analysis outside the Kustomer platform with data sourced from our API's or data services, such as Kinesis.The Date Anchor is the attribute which is linked to the date range picker in each report's header that determines whether or not any objects that fit the calculation criteria will appear in your chart or table.Note: conversation.satisfactionLevel.createdAt refers to when the satisfaction survey was sent out to customers, not when the customer fills it out.MetricCalculationDate AnchorAverage Satisfactiongrouped by conversation.satisfactionLevel.channel average of conversation.satisfactionLevel.scoreconversation.satisfactionLevel.createdAtNegative Responsesdistinct conversation.id where conversation.satisfactionLevel.score is '0'conversation.satisfactionLevel.createdAtPositive Responsesdistinct conversation.id where conversation.satisfactionLevel.score  is '1'conversation.satisfactionLevel.createdAtAVG. Scoreaverage of conversation.satisfactionLevel.score multiplied by 100conversation.satisfactionLevel.createdAtMedian Rating50th percentile aggregation on conversation.satisfactionLevel.rating conversation.satisfactionLevel.createdAtRatingscount of distinct conversation.id  grouped by conversation.satisfactionLevel.channel then by conversation.satisfactionLevel.ratingconversation.satisfactionLevel.createdAtSentcount of distinct conversation.id where conversation.satisfactionLevel is present and conversation.satisfactionLevel.status is 'offered'conversation.satisfactionLevel.createdAtUnrespondedcount of distinct conversation.id where conversation.satisfactionLevel is present and conversation.satisfactionLevel.status is 'unresponded' conversation.satisfactionLevel.createdAtRatedcount of distinct conversation.id where conversation.satisfactionLevel is present and conversation.satisfactionLevel.status is 'rated' conversation.satisfactionLevel.createdAtCommentedcount of distinct conversation.id where conversation.satisfactionLevel is present and conversation.satisfactionLevel.status is 'commented' conversation.satisfactionLevel.createdAtResponse Ratecount of distinct conversation.id where conversation.satisfactionLevel is present and conversation.satisfactionLevel.status is in ('rated', 'commented') divided by count of distinct conversation.id where conversation.satisfactionLevel is presentconversation.satisfactionLevel.createdAtComment Ratecount of distinct conversation.id where conversation.satisfactionLevel is present and conversation.satisfactionLevel.status is 'commented' divided by count of distinct conversation.id where conversation.satisfactionLevel is presentconversation.satisfactionLevel.createdAt

Filters enable users to specify the data included in standard reports, allowing you to more easily derive actionable insights and better understand how metrics vary between teams or users, or across SLA policies or channels. The new standard reports filtering component gives users the ability to slice and dice their report data to understand trends and metrics for sub-groups.Who can access this feature?User typesManagers can access reports.In this articleUsing report filtersSave filter viewsFilterable fields and chartsMetric updates to accommodate filteringUsing report filtersYou can start filtering on your reports by selecting Filters   above any of the following standard reports:OverviewConversationQueueSLASatisfactionCompanyYou can select your filter criteria in the FILTER BY component box that opens. Each box will become available as you define the component. A filter consists of three main components: [Attribute] + [Operator] + [Value(s)]:Attributes are the data point on a Conversation object that you want to filter upon. For more information on data types, see Define custom attributes in Kustomer.Operators determine how you'd like to slice your data on the selected attribute. You can choose to either Include or Exclude certain values.Values are all of the available options for the selected attribute. Note: Array type fields, such as Assigned Users or Channels, are the only fields that allow you to multi-select filter criteria. The values returned will be aggregates for all conversations that meet the filter criteria.For example, you can select to display the average first response time as the average for all conversations assigned to the users Maria, Ken M., or Frazer.You can apply up to 15 lines of filter criteria by selecting + Add. This option is only enabled once all components of a filter are specified.Once you are done defining your filters, select Apply Filters to apply them across all applicable charts.Save filter viewsIf there is a set of filter criteria that you find yourself applying all the time, you can save it for easy access. Instead of selecting Apply Filters, select and then select Apply & Save Filters from the drop-down menu.You'll be prompted to name this view, and once saved, it will appear in the Saved Filters drop-down menu in the filter component.You can edit a saved filter by selecting it from the drop-down menu and then selecting the Filters icon .Here, you can edit the existing criteria and save it as the same filter, or create an entirely new saved filter by selecting Save Filter As.Filterable fields and chartsFilters can only be applied to charts that contain data based on a Conversation object. When a chart is based on data from a different object type, you’ll see an alert indicating filters could not be applied.The following charts will not update when filters are applied:Overview Report:AVG Convo Handle TimeConversation Report:AVG Handle TimeAVG Response TimeAverage Inbound Msgs/Hour Table (Inline filters are available)Top Shortcuts UsedQueue Report:Current Agent Statuses (Filtering by Channels is not available)Metric updates to accommodate filteringThe following metric definitions and calculations have been updated to more accurately reflect their descriptions and to allow for filtering based on Conversation attributes. The changes are listed below for any organization that would like to reproduce metrics via export or data stream data.Overview Report:Inbound Customers Previously - Number of unique customers(customerId) who had at least one message(message.sentAt) within the specified time parameters with the directionType of initial-in.Updated - Count of unique customers(customerId), where conversation.firstMessageIn.sentAt is within the specified time parameters and whose firstMessageIn has the directionType of initial-in.Inbound ConversationsPreviously - Count of Inbound messages unique by conversation.Note: This metric uses the directionType = initial-in attribute to help denote the unique identifier for inbound messages that create a new conversation.Updated - Count of unique conversations(conversationId), where conversation.firstMessageIn.sentAt is within the specified time parameters and whose firstMessageIn has the directionType of initial-in.Conversations Received by Channel (previously Messages Received by Channel)Previously - Count of messages(messageId), where the message.sentAt is within the specified date range and direction is inbound, GROUPED by channel.Updated - Count of conversations(conversationId), where conversation.firstMessageIn.sentAtis within the specified date range and direction is inbound, GROUPED by channel.Note: Multi-channel conversations will be counted once for each channel used. For example, a conversation that started as chat, but moved to email will increment both chat and email total counts by one.Average Messages Per ConversationPreviously - Average messages per conversation segmented by direction - inbound vs outbound, where message.createdAt is within the specified date range.Updated - Average messages per conversation segmented by direction - inbound vs outbound, where conversation.createdAt is within the specified date range.For more information on metric definitions, see Overview report.

Knowledge base deflection lets users self-serve common inquiries, allowing customers to find a quick solution to their questions without waiting to speak to a support agent. This reduces the volume of incoming conversations and lets your agents focus on the requests that need their attention the most.The Deflection report helps you understand how well your deflection efforts are performing and help identify any improvements that can be made to your articles to improve their effectiveness.Who can access this feature?User typesManagers can access reports.In this articleWhat is deflection?Deflection report metricsDeflection Success Rate chartArticle Performance tableDeflection Topic Coverage chartSearch Queries table To access the Deflection Report, select Reporting , and then select Deflection.Notes: The AI Response tab is only available if you use a conversational assistant with the AI Response interaction.If you do not have a conversational assistant using the AI Response interaction, this report will be titled Article Deflection. What is deflection?When it comes to customer service inquiries, deflection refers to minimizing the number of inquiries that reach a human agent by guiding customers towards resources that can help them self-serve, such as your knowledge base. Providing customers with these resources enables them to independently get the answers they need, saving time for them and your agents and enhancing their overall customer experience with your organization. At Kustomer, you can encourage customers to self-serve by setting up article deflection in your conversational assistant, emails, or forms. Organizations on Enterprise or Ultimate plans can choose to set up deflection using AI, where the conversational assistant can provide AI-generated answers for customer inquiries using information from your public knowledge base. To learn more, see Use AI to respond to customer inquiries.Deflection report metricsThe report shows 4 metrics that let you see how successful your deflection efforts have been.The following metrics are shown:Count of DeflectionsArticle deflection tab is the total count of conversations that were deflected within the selected time range and did not require resolution by an agent.AI response tab is the total count of conversations where an AI response was given, and the conversation was either marked as helpful 👍🏼, the customer abandoned the chat or the chat was marked as ended, or the conversation was not transferred to an agent. Customer Hours Saved is the total amount of time your customers saved awaiting a resolution within the selected date range. This value is generated by multiplying your organization's Count of Deflections by your organization's Median First Resolution time.Agent Hours Saved is the total amount of time saved by your team members within the selected time range. This value is generated by multiplying your organization's Count of Deflections by your organization's Average Conversation Handle time.Deflection Success Rate is the ratio of successful deflections over all conversations where deflection was attempted.Deflection Success Rate chartThis chart shows a comparison of the Deflection Success Rate metric versus the amount of Deflection Attempts, which is the count of unique conversations where deflection was attempted. The following metrics are shown:No AI Response/Article offered is when the inquiry topic entered by the customer did not match any knowledge base articles or an AI response could not be generated. Whenever a conversation’s Last Deflection Status is equal to no match, it will be counted in this metric.Offered is when an article or AI response was offered in a chat, but the customer abandoned the conversation without interacting with the chatbot further; or when deflection was offered in a form. Whenever a conversation's Last Deflection Status is equal to offered, it will be counted in this metric.Unsuccessful is when articles, or an AI response, were offered but the conversation was still transferred to an agent. Whenever a conversation’s Last Deflection Status is equal to rejected, it will be counted in this metric.Successful Article Deflection tab is when articles were offered and the inquiry was resolved without handoff to an agent. Whenever a conversation’s Last Deflection Status is equal to accepted, it will be counted in this metric.AI response tab is the total count of conversations where an AI response was given and the conversation was either marked as helpful 👍🏼 , the customer abandoned the chat or the chat was marked as ended, or the conversation was not transferred to an agent. % Deflected Article deflection tab is the ratio of the count of conversations where articles were suggested, and the conversation was marked as resolved / the total amount of conversations where conversation.lastDeflectionAt fell under the range.AI response tab is the ratio of the count of conversations where an AI response was given, and the conversation was either marked as helpful 👍🏼 , the customer abandoned the chat or the chat was marked as ended, or the conversation was not transferred to an agent / the total amount of conversations where conversation.lastDeflectionAt fell under the range. Article Performance tableThis table shows a list of all of the articles that were suggested in a deflection attempt and provides data to help you understand how each article is performing.Note: This table is only available when viewing the Article deflection tab.The following columns are available:Article Name is the title of the knowledge base article that was suggested.Last Updated is the last time that the suggested knowledge base article was updated.Offered Count is the count of unique conversations where this article was suggested based on the customer's inquiry topic. Click Count is the count of times that this article was suggested and then clicked on and viewed by the customer.Resolution Rate is the count of unique conversations where this article was selected as resolving the customer’s inquiry, over the count of unique conversations where this article was offered.Note: For article deflection in chat, any suggested articles are counted as resolving if they are viewed at least once and the customer marks their inquiry as resolved.Deflection Topic Coverage chartThis chart shows the percentage of search queries that returned at least one article, or AI response, in their results.Search Queries tableThis table shows a list of the terms customers used to describe their support requests. This information can provide insight into how your customers think about your product and help you identify any gaps you may have in your current knowledge base, such as a feature that isn't documented.The following columns are available:Search Query is the text input by the customer when prompted for their support topic.AI Response is the AI-generated response provided by a conversational assistant. This column is only available on the AI response tab.Assumed resolution rate is the count of unique conversations where an AI response was given and the customer did not mark that the response was helpful using 👍🏼, the customer abandoned the chat or the chat is marked as ended, or the conversation was not transferred to an agent, over the count of unique conversations where this response was offered. This column is only available on the AI response tab.Confirmed resolution rate is the count of unique conversations where an AI response was given and marked by the customer as helpful using 👍🏼, over the count of unique conversations where the response was offered. This column is only available on the AI response tab.Search Count is the count of unique times this exact search query was entered. This column is only available on the Article Deflection tab.Articles Offered is the count of articles returned (out of a possible 3) for this query. This column is only available on the Article Deflection tab.Resolution Rate Article Deflection tab the count of unique conversations where this query was entered and marked by the customer as resolving their inquiry, over the count of unique conversations where this query was entered.AI response tab is the count of unique conversations where an AI response was given, and the customer either marked the conversation as helpful 👍🏼 , the customer abandoned the chat or the chat was marked as ended, or the conversation was not transferred to an agent, over the count of unique conversations where this response was offered.Note: While not common, sensitive information can appear in the Search Queries table. To help minimize this risk, we recommend you follow best practices and prompt users for their name and email within the first couple of interactions.

You may want to share reporting content with someone who is not a member of your organization and cannot access Kustomer. With report sharing, you can generate a PDF of a standard report and send it via email from right within the Kustomer platform. Who can access this feature?User typesManagers can access reporting.In this articleSend a standard report via emailPreview a reportShare a direct link to a reportSend a standard report via emailYou can send standard reports as a PDF to users through an email. Notes: Sharing is not available for the Team or Companies standard reports.You can not share a custom report.Go to Reports  and select the report you want to share. In this example, we will share the Overview report.Optionally, specify a date range, as well as any filters you may want to put on your report. For example, you may want to only send reporting data for the Chat channel.Select Share and then select Send Now.Enter the following information:Report Name is the subject line of the email where your PDF is attached. The subject line uses Report Name - Kustomer Report Date of Send format. For an example, sending report with the name Chat Channel Overview sent on May 14th results in the subject line being Chat Channel Overview - Kustomer Report Thursday May 14th.Recipients are the comma-separated email addresses of everyone that is receiving the report.      Email Message is the body of the email where the PDF is attached.Select Send.The recipients will receive an email from Kustomer with your message and the report attached as a PDF.Preview a reportYou can preview the content of your PDF in a format similar to what your end consumers will receive. This is helpful to confirm everything is exactly as expected before generating your PDF and sending your email.To do so select Preview from the Share Report page. The preview will show the selected date range, and any filters you may have specified for the report.Share a direct link to a reportYou can directly share a report with another member of your organization through its URL. To do so, select Share  and then select Link. The report URL is copied to your clipboard and is encoded with the date range selected, as well as any filters that you applied.

You can gain more insights on your reports using drilldowns. This allows a user to select any data point in a table or visualization and see the underlying objects used in the calculation of that data point. This will allow you to validate the data that is shown in the report and ensure that the criteria you used is set up correctly.Who can access this feature?User typesManagers can access reporting.While viewing a report, you can select a specific data point in a chart to open the View Data table where you can see all of the source data related to the data point. Report drilldowns are available for:All custom reportsOverviewConversationTeamSLAsSatisfactionDeflectionNotes:Conversation Views (Handle Time) data is not available for drilldowns as they are based on a data object that is not available in Search.If you drill down on a Message or Note object, reports will return one result for each distinct conversation where a result appears, so your total results count in the View Data table may be smaller than the value in your source chart or table.Suppose you chose to segment by or run a calculation on a specific attribute, or filter your data (steps 4 and 5 when building a chart). In that case, you will see these attributes appear automatically in your results table. For example, if you selected Segment by Status, the status column will appear. You can select Change Columns to customize the available columns so that you can get more insight on your data.You can navigate to a specific conversation or customer by selecting one of the rows shown.You can also select View in Search to explore all of the results in the list and view the exact criteria that is used to generate this data. 

Your knowledge base content is key to getting your customers answers to your most common support requests when they need it so that your agents can focus their efforts on the inquiries that require their problem-solving skills and expertise.  The Knowledge Base report helps you understand what your customers are searching for, which articles are returned, how article views trend over time, and how successful your content is at solving your customers’ inquiries through article ratings.Who can access this feature?User typesManagers or users with custom permission set access to reporting can access this feature.In this articleKnowledge base report metricsArticle Performance tableSearch Queries tableArticle Feedback tableArticle Comments tableTo access the Knowledge Base report, go to Reporting, and then select Knowledge Base. You can switch between viewing metrics for the Public KB Reporting or Internal KB reporting.Note: The metrics in this report are updated after 30 minutes, or 1000 views.Knowledge base report metricsThe following metrics are shown:Total view count is the total count of views across all articles in your knowledge base during the selected date range.Avg Article Rating is the ratio of positive (up) votes over the total number of votes for your articles. For more information on how to receive feedback, see Article feedback survey.Searches with no Results is the ratio of search queries that didn't return any articles over the total number of search queries performed during the selected time range.Article Performance tableThis table provides data to help you understand how each article is performing. Selecting the article opens it in the Knowledge Base editor.The following columns are available:Article is the title of the knowledge base article.Last Updated is the last time that the article was updated.View Count is how many times the article was viewed in the selected date range.View Change is the percentage of article view changes from the current date range period as compared to the last (for example, if you’re viewing the past two weeks, this number is compared to the two weeks prior to those).Rating is the ratio of positive ratings over all ratings.Rating Change is the percentage of rating change from the current date range period as it compares to the last.Search Queries tableThis table shows a list of the terms customers entered in your knowledge base search to describe their support request. This information can provide insight into how your customers think about your product and help you identify any gaps you may have in your knowledge base content, such as a feature or policy that isn't documented. You can filter between viewing a list of All queries, only the queries with Articles Found, or queries with No Articles Found. Selecting a search term opens the search results page where you can view all of the articles that were returned for that term.The following columns are available:Search Term is the text input by the customer in the search bar. Selecting the term opens your knowledge base search page listing the articles that were presented for that term.Search Count is the count of times this exact query was entered.Brand is the knowledge base brand that had the resulting article.Articles Clicked is how many unique articles were selected from the results returned.Article Feedback tableThis table shows a list of the articles in your knowledge base, along with the number of times each feedback option was selected for the article. Selecting the article opens it in the Knowledge Base editor.Article Comments tableThis table shows any written feedback that was left on an article and the date it was submitted. Selecting the article opens it in the Knowledge Base editor.

The Assistant report helps you understand how Customer Assist, our conversational assistant feature, is performing by providing a quick way to view metrics, such as how many conversations were completed by the assistant and how many were transferred to an agent.Who can access this feature?User typesManagers have access to reporting.In this articleAssistant statusesAssistant report metricsAssistant Breakdown chartKIQ Conversations chartKIQ Conversations per assistant tableTo access the Assistant report, select Reporting, and then select Assistant.Assistant statusesThis report provides metrics and charts that give you insight into how your assistant is performing. To better understand this data, please review the following definitions for all of the available statuses the assistant can be in during its lifecycle:Running indicates conversations where an assistant is currently in progress. This is the assistant's default status and is final unless there is a change of status.Transferred indicates that the assistant tried to transfer the conversation to an agent.Once the assistant reaches this status, queue rules, business rules, and SLAs will resume. Agents can now be assigned to the conversation, reply to it, or mark it as done.If the agent doesn't reply to the conversation in the time specified in the assistant's volume control, the status will change to Missed.Ended indicates conversations where either the assistant or customer ended the conversation. The assistant ends when the customer reaches the End Conversation dialog. Customers can also end the conversation themselves if the Allow Chats to be ended option is turned on in their chat settings.Abandoned indicates conversations where the customer hasn't responded to an assistant question in the time specified in the Customer abandoned chat volume control setting. It is very common for customers to abandon conversations after they see an answer without acknowledging whether or not it is helpful.Missed indicates conversations where the agents didn't reply in the time specified in the Agent Missed Conversation volume control setting. This status can only be triggered after a conversation is transferred.Interrupted indicates conversations where an agent replied to the conversation in the Kustomer timeline while the assistant was running. This can occur when agents monitor assistant conversations in real-time.The following diagram shows the paths an assistant's status can take.You can use the Assistant Status conversation attribute to create a custom report that filters the exact assistant data you want to understand. With this attribute, your custom report can show conversations where this attribute is set to any of the available statuses (Assistant Status Is Set), or select from one of the available statuses when creating your report criteria.Our custom reporting feature also includes 9 conversational assistant chart templates to help you get started on building your report.Assistant report metricsThe following metrics are an overview of conversations in which an assistant participated.The following metrics are shown:Started is the number of conversations created where an assistant is involved. The total shows conversations segmented by Automated and Transferred to Agents.Automated is the number of conversations where the assistant didn't try to transfer the conversation to an agent. This metric shows conversations where the Assistant Status attribute is equal to Running, Ended, or Abandoned.Transferred to Agents is the number of conversations where the assistant tried to transfer the conversation to an agent. This metric shows conversations where the Assistant Status attribute is equal to Transferred, Missed, or Interrupted. The assistant will change to this status when the customer reaches the Human Handover dialog, or an agent interrupts the conversation. Conversations will also be automatically transferred to an agent if any error occurs with the conversational assistant.KIQ Conversations is the number of conversations that had at least one back-and-forth message sent between your customer and the assistant and is not transferred to an agent within 24 hours after the customer's first message. A conversation where your customer performs any of these actions within 24 hours after their first message is excluded from being counted as a KIQ Conversation:Creates another conversation in any channel.Provides negative feedback to a Request feedback interaction.Provides negative feedback during the Article Deflection interaction, or abandons the conversation without selecting any of the articles shown.Abandons the conversation while the Assistant gathers Email, Phone, or Name attributes.Abandons the conversation when asked about their issue during an Article Deflection or while selecting an object in an Object Selector interaction.Satisfaction Rating is the average Satisfaction rating, out of 5, during the selected period for conversations where the Assistant participated. Ratings are normalized across 2, 3, and 5-point survey scales.Assistant Breakdown chartThis chart shows the weekly count of conversations that have been transferred to an agent, abandoned by the customer, ended, or currently have an assistant in progress.KIQ Conversations chartThis chart shows the weekly count of conversations that were fully automated. A conversation is considered fully automated if it has at least one back-and-forth message sent between your customer and the Assistant and is not transferred to an agent within 24 hours after the customer’s first message.A conversation where your customer performs any of these actions within 24 hours after their first message is excluded from being counted as a KIQ Conversation:Creates another conversation in any channel.Provides negative feedback to a Request feedback interaction.Provides negative feedback during the Article Deflection interaction, or abandons the conversation without selecting any of the articles shown.Abandons the conversation while the Assistant gathers Email, Phone, or Name attributes.Abandons the conversation when asked about their issue during an Article Deflection or while selecting an object in an Object Selector interaction.Note: The Respond with AI, Article Deflection, Request feedback, and Object Selector interactions are only available for the Chat channel on Premium assistants.KIQ Conversations per assistant tableThis table shows the daily count of conversations that were fully automated by each of your assistants. 

The Heatmap report helps you understand your organization's activity throughout the week and identify busier periods. By default, the report shows data for the last 7 days. You can change the default time range to get insight on how active a specific period of time was for your organization. For example, with this report you could view what the average inbound volume of chat conversations per hour, per day was over the last three weeks and make an informed decision on how many agents to staff to meet demand next week.Who can access this feature?User typesManagers can access reports.To access the Heatmap report, select Reporting, and then select Heatmap.You can use the drop-down menu on the upper-left corner of the report to view data for the following metrics:Avg. Inbound Conversations is the average amount of conversations received per hour, per day. Darker colors indicate more inbound conversations for that day/time.Avg. First Response Time is the average time between the customer's first inbound message in a conversation and the agent's response to that message per hour, per day. Darker colors indicate a longer response time for that day/time.Avg. First Resolution Time is the average time between the initial inbound message and the first time a conversation is marked Done per hour, per day. Darker colors indicate a longer resolution time for that day/time.Note: To better understand how the time a conversation is created impacts its performance across metrics such as First Response and First Resolution Time, all metric selections in this report are placed into day of the week and hour of the day buckets according to the conversation.createdAt date and time.You can hover over any cell in this report to see the the average value for that day/hour.

Agent Assist is a paid add-on that uses AI to elevate agent responses. With this feature, agents can perform actions such as instantly composing messages using the information in your organization's knowledge base and translating customer inquiries and responses in real-time.The Agent Assist report helps you understand how often these AI features are being used and by who, the languages your conversations are being translated to and from, and view key metrics such as first contact resolution rate and average CSAT score of conversations that used AI.Who can access this feature?User typesManagers can access reports.In this article:First contact resolution rate chartReply text enhancers chartTwo-way message translation chartCustomer Satisfaction (CSAT) Score chartFrequency of usage over specific timeframe chartAgent breakdown tableTranslation usage tableTranslation usage by agent tableTo access the AI Agent report, go to Reporting and then select Agent Assist.Note: This report is only available if you have Agent Assist features turned on.First contact resolution rate chartThis chart shows the inbound conversations that used AI that were first marked done in this period, are currently in a Done status, contain at least one message, and have never been reopened or merged, divided by the total inbound conversations that used AI first marked done in this period that contain at least one message and have never been merged.Reply text enhancersThis chart shows the total count of times that each of the following Agent Assist features were used:Conversation summaryFix spelling & grammarExpand textTwo-way message translation chartThis chart shows two metrics that let you quickly see how many translations have occurred.Count of translated words is the total count of words translated using AI.Total translated conversations is the total count of conversations translated using AI.Customer Satisfaction (CSAT) Score chartThis chart shows the average Satisfaction score for conversations where an Agent Assist feature was used at least once, broken down by channel. The score is calculated by dividing the number of 'Positive' ratings by the total number of surveys 'rated,' then multiplying by 100 to generate a percentage value.Frequency of usage chartThis chart shows how often Agent Assist features were used during the day.Agent breakdown tableThis table shows how often each agent used Agent Assist features during the selected time period.Translation usage tableThis table shows the conversations that were translated during the selected time range. Details include the language the message was translated from (Source) and the one it was translated to (Target).Translation usage by agentThis table shows how often each agent used the translation feature during the selected time period. Details include the languages messages were translated into and the number of words translated into each language.Related articles:Boost agent performance with KIQ Agent Assist

The Revenue report provides insight on what revenue should be directly attributed to your support team for those scenarios in which they guided your customers through or influenced the purchase process.Who can access this feature?User typesManagers or users with custom permission set access to reporting can access this feature.In this articleUnderstand attribution criteriaMetricsAgent Breakdown tableChannels Breakdown tableNotes: The Revenue report is only available to organizations who have installed the Shopify app and upgraded to version 2.1.6 or later.Understand attribution criteriaTo access the Revenue report, go to Reportingand then select Revenue.The Revenue report functions on the concept of order attribution - meaning that when an order is created in the Kustomer platform, we run a set of attribution criteria to determine whether or not your team members had an opportunity to influence the purchase journey.Attribution criteria are the conversation attributes that are evaluated against when a Shopify order is created that determine whether or not it can be considered attributable to a team member.By default, when a Shopify order is created, we look back to see if the same customer had a conversation last marked done within the previous 5 days. If there are conversations found, we then check to ensure they are currently in a done status, with at least one inbound message, and have the last done created by field set before establishing a link to a member of your team, defaulting the attribution to the last member of your team to mark this conversation as done.At the data layer, the criteria used is summarized below:conversation.lastDoneCreatedAt is greater than or equal to shopifyOrder.createdAt minus 5 daysconversation.customerId is equal to the shopifyOrder.customerIdconversation.status is equal to doneconversation.inboundMessageCount is greater than or equal to 1conversation.lastDoneCreatedBy is setIf an order is returned or discounted post-purchase, we will update the amount attributed to your team members accordingly.You can filter  your report by the team member to which the revenue is attributed or the channel.MetricsThe following metrics are shown:CX Total Revenue is the sum of revenue from all orders that met the criteria for attribution to your team members.CX Total Orders is the count of orders that met the criteria for attribution to your team members.CX Average Order Value is the average revenue value from all orders that met the criteria for attribution to your team members.CX Conversation Rate the percentage of eligible conversations that resulted in an order being attributed to your team members.Agent Breakdown tableThis table shows the revenue made during the selected date range broken out by agent.Channels Breakdown tableThis table shows the revenue made during the selected date range broken out by channel.

AI Agents are designed to automate conversations and improve customer interactions. They efficiently handle tasks and make decisions with a human-like approach, leading to quicker solutions and more satisfied customers.The AI Agent report helps you understand the quality of responses generated by AI Agents and view key metrics such as the number of conversations being handled by AI Agents and through which channels.Who can access this feature?User typesManagers can access reports.Learn more about AI Agents in this article.In this article:Overview metricsMessage Activity chartConversations by channel chartActive AI Agents chartConversation Activity chartTo access the AI Agent report, go to Reporting and then select AI Agent.Overview metricsThe following metrics are an overview of AI Agent interactions.The following metrics are available:The number of customers that interacted with an AI Agent.The total number of conversations in which an AI Agent was involved.The total number of messages that an AI Agent processed.Message Activity chartThis chart shows the message activity by channel and the average time between an inbound message and the AI Agent’s reply to that message.Conversations by channel chartThis chart shows the breakdown of conversations handled by an AI Agent.Active AI Agents chartThis chart breaks down AI Agents by execution volume.Note: An AI Agent can execute multiple times for a single event.Conversation Activity chartThis chart shows the activity of AI Agent-related conversations by channel.

This report provides information that helps you understand how many calls your organization makes and receives through Kustomer Voice and how quickly agents respond.Who can access this feature?User typesManagers or users with custom permission set access to reporting can access this feature.In this article:Kustomer Voice report metricsCall volume chartAverage talk time chartAverage ring time chartAverage hold time for inbound calls chartTotal number of warm transfers chartTotal number of cold transfers chartTotal number of failed transfers chartTotal number of abandoned transfers chartAverage IVR time chartNumber of calls per IVR chartAverage IVR transitions chartCalls abandoned during IVR chartIVR destinations chartTo access the Kustomer Voice report, select Reporting, and then select Kustomer Voice.Note: This report and its data are only available if you installed and configured the Kustomer Voice app.Kustomer Voice report metricsThe report shows four metrics that let you quickly see your Kustomer Voice conversations are performing.The following metrics are available:Total Calls are the total number of calls received or made during the selected date range, including missed and completed calls.Completed Inbound Calls is the total number of calls answered by an agent during the selected date range.Completed Outbound Calls is the total number of calls answered by the customer during the selected date range.Missed Calls is the total number of calls not answered during the selected date range.Call volume chartThis chart shows the total number of completed and missed calls during the selected date range.Average talk time chartThis chart shows the average time a customer spends talking to an agent.Average ring timeThis chart shows a customer's average time waiting for an agent to answer their call.Average hold time for inbound calls chartThis chart shows the average time a customer spends on hold.Total number of warm transfers chartThis chart shows the total number of times a warm transfer was made during the selected time range.Total number of cold transfers chartThis chart shows the total number of times a cold transfer was made during the selected time range.Total number of failed transfers chartThis chart shows the total number of failed transfers during the selected time range.Total number of abandoned transfers chartThis chart shows the total number of transfers abandoned during the selected time range.Average IVR time chartThis chart shows a caller's average time in the IVR before the call is routed to a destination. A destination can be voicemail, voice queues, the default queue, or abandoned.Number of calls per IVR chartThis chart shows the total number of incoming calls in an IVR.Average IVR transitions chartThis chart shows the average number of key presses a caller makes during an IVR before transferring the call to a destination.Calls abandoned during IVRThis chart shows the number of calls abandoned while going through an IVR.IVR destinations chartThis chart shows the total number of calls routed to each destination through an IVR. A destination can be voicemail, voice queues, the default queue, or abandoned.Related articles:Integrate with Kustomer VoiceVideo: Configure Kustomer VoiceRoute Kustomer Voice calls to your teamsSet up a Kustomer Voice assistant for IVRVideo: Handle Kustomer Voice callsKustomer Voice reportPort your number to Kustomer VoiceRegister or verify your Kustomer Voice number for SMS