Reports: Chats

the chats reports section within sanoflow is designed to provide a comprehensive analysis of all chat interactions that occur through the platform this detailed reporting tool helps businesses understand the dynamics of customer communications, monitor agent performance, and improve overall chat management strategies here’s an in depth look at the various components and capabilities of the chats reports in sanoflow overview of chat metrics important chats that are not closed will have limited data reflected in the reports for better data output, make sure your chats are closed! volume tracking monitor the total number of chat interactions over specified periods—daily, weekly, or monthly this helps you identify peak times for chats and can guide decisions on staffing and resource allocation duration analysis assess the average duration of chat interactions to gauge the efficiency of responses and the complexity of customer inquiries shorter durations might indicate efficient handling, while longer chats could suggest more complex issues or the need for improved training performance by channel channel segmentation analyze chats based on the channels used, such as whatsapp, social media platforms, or direct website chat understanding which channels generate the most traffic can help optimize your communication strategies and resource deployment channel effectiveness evaluate the effectiveness of different communication channels in resolving customer issues this analysis can help in reallocating resources to the most productive or preferred channels agent performance evaluation agent activity track how many chats each agent handles, their resolution rates, and their average handling time this metric is crucial for assessing individual and team performance as well as identifying training needs categorization of chats content analysis break down chats by content or category, such as technical support, sales inquiries, or general information this categorization helps identify the most common issues or needs customers have, informing product development and support strategies