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  Article updated: January 06, 2022

Get started with Sparkcentral reporting and analytics

This article lists the reports available in Sparkcentral, including top-level reports, real-time and historical reports, and customer experience reports.

Monitor the bigger picture

Reports provide a top-level view of performance metrics over time. They can also help managers understand how messaging correlates to activities that take place in other departments.

Specifically, the Account Usage and Volume reports provide information about:

  • Unique monthly contacts
  • Closed conversations
  • Active agents
  • Proactive messages

Monitor performance

Real-time metrics and monitoring can help prevent escalations so you can manage your agent workforce efficiently. Historical reports help supervisors report to their managers and internal stakeholders.

Agent / team reports include:

  • Agent overview
  • Team overview
  • Handle time (per agent and team)
  • Agent availability
  • Utilization (handle time by agent and team)
  • Resolved conversations (per agent and team)

Manage the customer experience

Sparkcentral offers reports designed to help you measure how customers feel about your service.

The Service-level agreement (SLA) report includes:

  • First response time
  • Conversation response time
  • Average first response time
  • Average conversation response time

The Customer satisfaction report includes:

  • CSAT insights
  • Resolution time
  • Average first response time
  • Emoji sentiment

By reviewing and analyzing the data provided in these reports, you can gain actionable insight from the data you collect.

Use data exports to build your own customer reports

You can create custom reports in Excel or import data into your data warehouse for further analysis. To learn more, see Sparkcentral data exports.

 

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