Data Center
Analyze conversations, agent performance and satisfaction, and export operational data.
When to use it
Use it for daily or weekly reviews, team comparisons and reporting.
Where to find it
Scroll the main left menu to reach the entries below Form Builder.
Click here: Data Center → Conversation Report → Overview
Step-by-step instructions
Click here: Data Center → Conversation Report → Overview
Scroll the main menu to find reports
Move the pointer over the main left menu and scroll below Form Builder to find Data Center. The purple bar contains Conversation Report, Agent Report and CSAT Report. Overview is a sub-tab within Conversation Report, not a Dashboard tab.
On this image, 1 is Conversation Report, 2 is Agent Report, 3 is CSAT Report, 4 is the date range, and 5 is Overview. Zeros mean this period does not have conversation data yet.Click to enlarge Click here: Data Center → Conversation Report → Nov 1 – Nov 7
Set the reporting scope first
The date range (4) and GMT +8 are examples from this image. Choose the period and time zone relevant to your review, and check Bot and Team filters. Zero means no matching records in the selected period, not a missing report.
Click here: Data Center → Agent Report
Switch to agent and satisfaction reports
Agent Report is in the purple bar between Conversation Report and CSAT Report; no marker accurately points to it in this image. Agent reports cover workload and response performance; choose CSAT Report for feedback. Keep the date, time zone and scope consistent when comparing reports.