In Akece, you can track the performance of different areas of your support operation using specific reports for Conversations, Agents, Labels, Inboxes, and Teams. All these reports use the same set of metrics, displayed through charts with filters for date range, grouping, and trend comparison.
Types of Reports
Conversation Report
Displays metrics related to conversation volume, first response time, resolution time, and more.
Agent Report
Shows how each agent is performing in terms of volume handled, responsiveness, and resolved cases.
Label Report
Similar to the conversation report, but groups data based on the labels applied to each conversation.
Inbox Report
Highlights the performance of each connected channel (such as website, WhatsApp, or email), showing message volume and response time.
Team Report
Displays data grouped by team, helping you assess collective performance across different workgroups.
How to Access a Report
In your Akece dashboard, click on the Reports icon in the left-hand sidebar. Then select the report type you want to view.
Available Filters
Each report can be customized using the following filters:
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Date range: Choose the period to analyze. By default, reports show the last 7 days.
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Data grouping: Data can be grouped by hour, day, week, or month, depending on the selected date range.
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Trend: Displays the percentage change between the current period and the previous one, helping identify increases or decreases in performance.
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Business hours: Enable this option in the top-right corner to calculate metrics based on your defined team working hours.
Available Metrics
All metrics are shown as charts. Hover over any data point to view the exact value for that time period.
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Conversations: Total number of conversations received in the selected period.
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First Response Time: Average time until an agent sends the first reply in a new conversation.
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Customer Wait Time: Average time customers waited for a response after sending a message.
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Resolution Time: Average time taken to fully resolve a conversation (from creation to closure).
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Resolved Conversations: Total number of conversations marked as resolved during the selected period.
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Messages Received: Total number of inbound messages across conversations.
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Messages Sent: Total number of outbound messages sent by your team.
How is the Trend Calculated?
The trend shows the percentage change between the current and previous periods:
Trend = ((current value - previous value) / previous value) × 100
Example: If your team resolved 100 conversations this week and 80 last week, the trend will be +25%.
Adjusting for Business Hours
If your operation runs on specific working hours, you can configure Business Hours in the team settings. When this option is enabled in the reports, response and resolution times are adjusted to consider only the active hours. This ensures a more accurate analysis of your team's performance.
With these reports, you can:
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Monitor individual and team productivity
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Identify bottlenecks and improvement opportunities
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Analyze performance by channel, label, or agent
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Make data-driven decisions
Need help or have suggestions? Contact our team:
📩 [email protected] | 📱 @akece.ai