18 October: Conversations Analytics, and more

⚙️ Improvements

Conversations Analytics

In Dashboard, Conversation Analytics has been added. This will display the overall conversation status channel wise and user wise in the first section for the selected time range.

The second part has TAT and FTR which are calculated based on the user level and channel level. This can also be viewed within business hours. It doesn't include conversations that are handled by bot.

The third section houses the Active Conversations by Status and Conversation status (Agent level).

Broadcast: Stats Summary Download Option

You can now download broadcast report based on the Date range. The history of downloaded broadcast reports and individual broadcast reports can be found under Export. A maximum of 6 months’ worth of broadcast data is available for download.