The tab in SeeClickFix 311 CRM offers a summary of Conversation data to provide analytics and performance metrics. Reports are offered in a view and a chart view. They can be viewed in a web Browser and set up as a one-time or recurring email. The table data can be downloaded in Excel format for further analysis, and the chart data can be downloaded as a printable PDF. All members of organizations that have purchased Conversations can access Conversations Reports.
Conversations reports have two types of report data: Channel reports and Assignee reports. The data in reports is grouped by creation date, meaning that all data in the report is related to requests created within the selected date range.
Design a Conversations Report
To design a Conversations report, complete the following steps:
Sign in to your site if you have not done so already
Navigate to Reports, then select Conversations
Select the desired attributes
Conversations are filtered by:
Channel
Assignee
That have been created:
This Month
Last Month
This Calendar Quarter
Last Calendar Quarter
This Calendar Year
Last Calendar Year
Custom Range
After selecting a “filtered by” option and a time range to analyze, you can choose to compare this data to another time range or not to compare this data to another time range.
View a Conversations Report in Table View
After you have set filters for the Conversations report, you can view the report in table view.
Select the Table View tab
Check or uncheck the Hide Empty Rows checkbox to indicate whether you would like rows without content to be visible
View the Conversations report in table view
How Are Table View Columns Defined?
The following columns are shown within the table view version of the Conversations report. Please note that calculated values are based on an eight-hour business day, from 9:00 AM to 5:00 PM.
Created: The number of Conversations created within the chosen timeframe
New: The number of brand-new incoming messages from residents
Needs Reply: The number of messages for which a resident has sent an inbound reply to an organization member’s response and needs an additional email or SMS
Waiting: The number of resident messages that have been replied to by an organization member that await a resident response
Done: The number of Conversations closed
First Reply Time 50th Percentile: The typical response time for first replies
First Reply Time 90th Percentile: The typical response time for the top ten percent of first replies
Time to Close 50th Percentile: The typical amount of time needed to close Conversations
Time to Close 90th Percentile: The typical amount of time needed to close the top ten percent of Conversations
Note:
Percentile metrics work well for skewed data because they look at the full range, not just the average or middle value. These metrics are often used to measure customer support response times. The 50th percentile, or median, shows the middle point and gives an idea of a typical response time. But in skewed data, the median can be misleading. In those cases, the 90th percentile helps show slow response times. It tells us how long the slowest ten percent of responses take. Looking at the 90th percentile can help find areas where support needs to improve.
View a Conversations Report in Chart View
After you have set filters for the Conversations report, you can view the report in chart view.
Select the Chart View tab
Select a Results tab
Number of Conversations: The number of conversations created in the selected timeframe
P50 Time to Reply (First Reply Time 50th Percentile): The typical response time for first replies
P90 Time to Reply (First Reply Time 90th Percentile): The typical response time for the top ten percent of first replies
P50 Time to Close (Time to Close 50th Percentile): The typical amount of time needed to close Conversations
P90 Time to Close (Time to Close 90th Percentile): The typical amount of time to needed to close the top ten percent of Conversations
Check or uncheck the Hide Empty Rows checkbox to indicate whether you would like rows without content to be visible
Select a Sort by option
Value: Sort the chart rows numerically by value
Name: Sort the chart rows alphabetically by name
Click the Sort icon to reverse the order of the chart rows based on your selection in step four (4)
View the Conversations report in chart view
Export a Conversations Report
After you have set filters for the Conversations report, you can download a table view or a chart view of the report to your computer.
Export a Conversations Report in Table View (Excel File)
Select the Download Table File icon in the top right-hand corner of the screen, below the user menu. After doing so, an .XLSX file will be downloaded to your computer.
Export a Conversations Report in Chart View (PDF File)
Select the Download Chart File icon in the top right-hand corner of the screen, below the user menu. After doing so, a PDF file will be downloaded to your computer.
Set Up One-Time or Recurring Email Reports
After you have set filters for the Conversations report, you can send the report via email on a one-time or recurring basis.
Select Share Report (export icon) in the top right-hand corner of the screen, below the Help dropdown
Fill in the information fields
Title: Each subscription should have a unique and descriptive name so that all reports can be properly managed
Recipients: Only members on the account can be added as a recipient
Frequency: Select how often you wish for this report to be sent
Click Send Now
