Creating a report

There are 5 in-Slack reports that can be run to help you understand your employees and customers. Each report can be filtered with a specific time frame, agent, customer, and/or queue. Open the reports dialog by clicking the ellipsis in the top right of the Home tab and select Reports.

Start Date/End Date - Select the Start and End dates of which data to include in the report. By default, the start date will be 30 days before today, and the end date will be today.

Agent - To restrict the report to only data concerning a specific agent, select the agent. If no agent is selected, all agents are included.

Customer - To restrict the report to only data concerning a specific customer, select the customer name. If no customer is selected, all customers are included.

Queue - You can choose to run a report on a configured Queue if any are configured. Select a Queue to report on.

Report - Select a report to run. Report choices include:

• Summary
• Customer Feedback
• Tags Report
• Agent Report
• Customers Report

Summary Report

This is an example of the Summary Report. This includes:

Statistics

• Total number of questions in that timeframe
• The average number of questions per weekday (this takes into account your timezone to understand if the request came in on a weekday or not)
• The average number of questions per working hour - this metric is a more accurate representation of the average number of questions per hour as this only includes questions that came in during regular office hours.
• Average time to first reply - the average amount of time it took for a human response to a customer question in this timeframe. Automated Agent messages are not included in this average.
• Average time to close - the average amount of time before the conversation is completed and closed by the agent.
• Average messages per question - this is the average number of messages received in total by all parties in a single conversation.

Customer Leaderboard

This lists the top 3 most active customers based on how many requests they asked for or how many tickets they created. For the full list of active agents, view the Customers report.

Agent Leaderboard

This lists the top 3 most active agents based on the number of tickets they handled. For the full list of active agents, view the Agents report.

Top tags

This lists the top 3 most used tags based on the amount of tickets each tag was used. For more detailed tags, see the Top Tags report

Feedback Report

Provides data on the Feedback reported from customers. Your report may look a little different based on the type of feedback is configured.

This shows the overall customer satisfaction score (CSAT), customer effort score (CES), or net promoter score (NPS), and any comments that customers added.

<aside> 💡 For information on configuring Feedback, see Feedback.

</aside>

Tags Report

The Tags report shows a list of all tags used within the selected report timeframe. You can click on Open to see the tickets with the associated tag.

For more information on configuring tags, see Tags.

Agents Report

The Agents report shows the top agents and how many questions they answered. The agents are sorted in descending order based on the number of requests or tickets they solved.

Customer Report

The Customer report shows a list of the customers who asked questions. They are sorted in descending order based on the number of questions.

Data Studio

You can use Google Data Studio to take the Agent data and create more customized reports and Dashboards.

This page gives you the information and tools to create the integration between Foqal and Google Data Studio.

Click here to learn more about setting up and using Google Data Studio.

Setup Data Studio