Sparkcentral Volume reports

Sparkcentral Volume reports display the number of conversations your team has handled, the number of inbound and outbound messages, and average handle times per contact.

To see Volume reports, under Analytics, select Reports, and then select Volume.

Date selection and filter settings

Use the date selection, view, and filters to focus on the data that’s most relevant to you.

Date range and channel selection

• Time zone - Select the desired timezone on which to base the date and time of the generated chart.
• Date range - Select the date from and until which you would like to show the data.
• Channels - Select the channels for which you would like the tool to show data.

View

• Interval - Select how often you would like to have data shown.
• Business hours - Select whether you want to see what happened during business hours or 24/7.

Filters

• Tags - Filter by specific tags that have been applied to messages.
• Topics - Filter by specific topics that have been applied to conversations.
• Resolved by teams - Filter by specific teams that resolved conversations.
• Resolved by agents - Filter by specific agents.

Messages

Gain insight into how many inbound and outbound messages are flowing through the application. Elements of this report include:

• Total messages per platform - The number of inbound and outbound messages sent during the selected date range, grouped by social network.
• Inbound messages per platform - The number of inbound messages sent during the selected date range, grouped by social network.
• Outbound messages per platform - The number of outbound messages sent during the selected date range, grouped by social network.
• Total messages per hour - The number of inbound and outbound messages sent during the selected date range, grouped by hour.
  

Conversations

Gain insight into how many conversations your team has handled. Elements of this report include:

• Started conversations per platform - The number of conversations started during the selected date range, grouped by social network.
• Resolved conversations per platform - The number of conversations resolved during the selected date range, grouped by social network.
• Resolved conversations per platform - The number of conversations resolved during the selected date range, grouped by language.
• Conversations per number of messages - The percentage of conversations grouped by number of messages in the conversation.
  

Contacts

Gain insight into how many contacts your agents are serving. Elements of this report include:

• Unique contacts per channel - The number of unique contacts per channel.
• Unique contacts per platform- The number of unique contacts per social network.
• Average messages per contact - The average number of messages per contact.
• Average handle time per contact - The average handle time per contact.
• Average contacts helped per agent - The average number of contacts helped per agent.

Topics

Gain insight into how many conversations are being resolved per topic. Elements of this report include:

• Resolved conversations per topic - The number of conversations resolved during the selected date range, grouped by topic.
• Top topics - Conversations that were resolved in the selected date range and that have had a topic or still have a topic applied. Select a topic to see a list of all conversations that have this topic applied.
  

Tags

Gain insights into the tags being used in your platform. This is based on inbound and outbound messages. Elements of this report include:

• Total messages per tag - The number of inbound and outbound messages sent during the selected date range, grouped by tag.
• Inbound messages per tag - The number of inbound messages sent during the selected date range, grouped by tag.
• Outbound messages per tag - The number of outbound messages sent during the selected date range, grouped by tag.
• Top tags - Messages that were created in the selected date range and that have had a tag or still have a tag applied.
  

Resolve reasons

Gain insight into the outcome of the conversations your team is having. Elements of this report include:

• Resolve reason - The number of conversations resolved with each resolve reason.
• Resolve type - The number of single resolve and bulk resolve types.
• Resolved with or without reply - The number of conversations that have been replied to compared with those resolved without a reply.
  

Daily inbound overview

Gain insight into how many messages are coming in per day or per hour.

Learn more about other reports

• Sparkcentral Agent / team reports
• Sparkcentral Customer satisfaction reports
• Sparkcentral Account usage report