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  Article updated: September 13, 2021

Get started with Sparkcentral reporting and analytics

Use this guide to learn about key metrics for messaging channels (including reports that help you understand the big picture, monitor performance, and measure the customer experience), calculating metrics, and on-demand reports for company-specific analysis.

Manage the bigger picture

Reports provide a top-level view of performance metrics over time and 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 and manage your agent workforce efficiently. Historical reports help supervisors report to their managers and internal stakeholders.

User / Team reports include:

  • User Overview
  • Handle Time
    • Per user
    • Per team
  • Agent Availability
  • Utilization
  • Resolved Conversations
    • Per user
    • Per team
    • Per topic

The Real-Time dashboard provides an overview of all online users, with some real-time metrics and some metrics grown over past 12 hours:

  • Select a user to display a list of all owned conversations.
  • Select a conversation to display the messages in that conversation.

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

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.