Reports

Gain insights with Akece’s detailed analytics to optimize your customer engagement strategies.

By Stênio Aníbal

• 6 articles

Understanding the Reports Overview

The Overview page provides a real-time snapshot of your account activity in Akece. It’s the ideal place to quickly and visually monitor how many conversations are open, which agents are available, the volume of interactions by time of day, and how workload is distributed across your team. To access this report, go to the side menu and click on Reports → Overview. Metrics Available in the Overview Report Open Conversations Displays the total number of ongoing conversations, broken down into categories: - Open: active conversations with customers. - Unattended: conversations that haven’t received an initial response. - Unassigned: conversations that haven’t been assigned to an agent yet. These metrics help identify bottlenecks and prioritize the most urgent interactions. Agent Status Shows the current availability of each team member, using the following statuses: - Online: available to respond. - Busy: currently engaged in conversations or focused on other tasks. - Offline: not logged in. This helps supervisors monitor team activity in real time and distribute workload more efficiently. Conversation Traffic Displays a heatmap of peak conversation hours over the last 7 days. Each cell represents an hour of the day — the darker the color, the higher the number of conversations received during that time. Hover over any cell to see the exact number of conversations for that hour. This view is especially useful for identifying peak hours and optimizing staffing schedules. Conversations per Agent Shows how many conversations each agent is currently handling. This panel helps balance the workload and also acts as a performance indicator in real time. The Overview Report is especially useful for support leaders, team supervisors, and anyone who needs to make fast, informed decisions based on live operational data. Need help interpreting the data or exploring more detailed reports? Reach out to our team: 📩 [email protected] | 📱 @akece.ai Next tip: learn how to use Customer Satisfaction Reports to measure your customers' experience.

Last updated on Apr 16, 2025

Understanding the Conversation Report

The Conversation Report provides a complete overview of your support performance over a selected time period. It allows you to track key metrics such as message volume, first response time, average resolution time, and more — all essential for evaluating the efficiency of your operation. Available Metrics Conversations Created Shows the number of new conversations started during the selected period. Note: If a conversation is reopened, it will not be counted again. The report only includes conversations created during the selected timeframe. Messages Received Total number of incoming messages across all connected channels during the selected period. Messages Sent Total number of outgoing messages sent from your account, including automatic responses (bots) and agent replies. First Response Time (FRT) The average time agents take to send the first human response after a conversation is opened. The calculation considers the time between the last non-human action (such as conversation start or auto-reply) and the first message from an agent. Resolution Time The average time between the conversation’s creation and its resolution. Reopened conversations are not counted as new ones — so if a conversation is reopened and resolved later, the total resolution time will be longer. Conversations Resolved Number of conversations marked as resolved within the selected period. Customer Wait Time Average time the customer waited for a response for each message they sent. This metric is similar to FRT but calculated across all replies, not just the first one. A higher number indicates longer wait times for customers. Additional Report Views You can also access more segmented reports from the Reports section in the side menu. These allow filtering by agent, team, tag, and inbox: Agent Report Analyze the performance of each individual agent. Identify bottlenecks and opportunities for improvement. Tag Report Useful to understand the types of conversations received and measure productivity across categories. This helps reveal knowledge gaps or topics that should be added to your Help Center or bot flows. Inbox Report Review performance by channel (such as website, WhatsApp, or email) and better understand conversation distribution and resolution rates. Team Report Track the performance of specific groups, spot trends, and identify areas for improvement across different support teams. With Akece’s conversation reports, you gain reliable insights to make informed decisions, improve service quality, and deliver increasingly efficient experiences to your customers. Need help interpreting the data or setting up custom reports? Get in touch with our team: 📩 [email protected] | 📱 @akece.ai Also check out the Customer Satisfaction Reports to understand the impact of your support on the customer experience.

Last updated on Apr 16, 2025

Understanding the Conversation, Agent, Label, Inbox, and Team Reports

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: - Date range: Choose the period to analyze. By default, reports show the last 7 days. - Data grouping: Data can be grouped by hour, day, week, or month, depending on the selected date range. - Trend: Displays the percentage change between the current period and the previous one, helping identify increases or decreases in performance. - 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. - Conversations: Total number of conversations received in the selected period. - First Response Time: Average time until an agent sends the first reply in a new conversation. - Customer Wait Time: Average time customers waited for a response after sending a message. - Resolution Time: Average time taken to fully resolve a conversation (from creation to closure). - Resolved Conversations: Total number of conversations marked as resolved during the selected period. - Messages Received: Total number of inbound messages across conversations. - 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: - Monitor individual and team productivity - Identify bottlenecks and improvement opportunities - Analyze performance by channel, label, or agent - Make data-driven decisions Need help or have suggestions? Contact our team: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 16, 2025

Understanding the CSAT Report

If you’ve enabled satisfaction surveys in your inboxes, Akece automatically generates CSAT (Customer Satisfaction) reports to help you track how customers perceive the quality of your support. To access the report, go to Reports → Satisfaction Score. How to Customize the CSAT Report You can apply filters to better analyze your results. The main available filters are: Time period Select the time range you want to analyze. By default, the report shows data from the last 7 days. Agents Select one or more agents to filter the results by individual team members. This is useful for evaluating personal performance. Metrics Displayed in the Report Overview At the top of the report, you'll see a summary of the following indicators: - Total responses Number of survey responses received during the selected period and filter criteria. - Satisfaction score The average satisfaction score, calculated using the formula: (Total positive ratings / Total responses) × 100 - Response rate The percentage of customers who responded to the survey: (Total responses / Total surveys sent) × 100 Emoji scale Each survey presents a set of emojis for the customer to rate their experience. The report displays the percentage distribution of each emoji, helping you assess whether the overall sentiment was positive, neutral, or negative. Response Breakdown At the bottom of the report, you’ll find a detailed list of all received responses. For each response, the following information is displayed: - Assigned agent - Rating received (selected emoji) - Date and time of the response - Related conversation ID 💡 Tip: Click the conversation ID to open it directly in the Akece dashboard. If you have questions or suggestions, feel free to reach out to us: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 16, 2025

Understanding SLA Reports

Service Level Agreements (SLAs) define the support standards your company commits to delivering — such as first response time, resolution time, or time between messages. These agreements help ensure efficiency and reliability in your customer service. In Akece, you can monitor your SLAs directly through reports. The SLA report includes filters by date, agent, team, SLA policy, label, and inbox, allowing for specific analysis, such as: “Performance of the Customer Success team’s SLA policy for conversations labeled ‘churn-risk.’” Metrics Displayed in the SLA Report Hit Rate Shows the percentage of SLAs met in relation to the total number applied. Formula: (SLAs met ÷ SLAs applied) × 100 A high hit rate indicates that your team is meeting the defined service deadlines. Lower rates may point to bottlenecks or areas for improvement. Number of Missed SLAs Indicates how many times the goals defined in an SLA policy were not met. Number of Conversations with SLA Applied Displays the total number of conversations that had an SLA policy assigned. A high number of conversations covered by SLAs demonstrates maturity in service control and performance monitoring. SLA Violation Log In addition to the metrics, the report also includes a full list of SLA violations. Click on “View details” to see the list of missed SLA events, including the date and time, to help analyze each case individually. Why Monitor Your SLA Performance? Tracking your SLA metrics allows you to: - Identify delays and service bottlenecks - Evaluate team and agent performance - Make data-driven decisions to improve the customer experience If you have questions or need help setting up SLA policies in your account, contact our team: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 16, 2025

Understanding Bot Reports

Bot reports provide an overview of the performance of virtual assistants connected to your Akece account, such as bots configured via Dialogflow or CSML. These reports include all inboxes with an active bot and display key metrics to help you evaluate the efficiency and effectiveness of automation in your support operation. Available Metrics Number of Conversations Total number of conversations handled by the bot within the selected time period. Total Responses Total number of messages sent by bots. Resolution Rate Percentage of conversations fully resolved by the bot without human intervention. Calculation: (Conversations resolved by the bot ÷ Conversations handled by the bot) × 100 A high resolution rate indicates that the bot is effective in answering questions or completing tasks independently. Handoff Rate Percentage of conversations transferred from the bot to a human agent. Calculation: (Conversations handed off to agents ÷ Conversations handled by the bot) × 100 A high handoff rate may suggest that the bot is struggling to manage certain interactions — these cases should be reviewed to improve your bot’s flow. Available Charts Resolved Conversations Shows the number of conversations successfully completed by the bot over time. Conversations Handed Off to Agents Displays the volume of handoffs made by the bot during a specific period. Why Use Bot Reports? Bot reports help you understand: - Whether your bots are resolving requests independently - When and why handoffs to agents occur - Opportunities to optimize your automation flows You can access the bot reports by clicking on the Reports icon in the sidebar and selecting the Bots tab. If you need help interpreting these metrics or optimizing your flows with Dialogflow or CSML, reach out to our team: 📩 [email protected] | 📱 @akece.ai

Last updated on Apr 16, 2025