Create a report for email conversations and live chats received

[Martysams]

Hi there,

I am looking to produce a report that shows the total number of email conversations we have received over a set period of time.

To be clear, I don't mean individual emails received, more individual conversations. i.e If we receive an email query from a customer which takes a further 5 back-and-forth emails to resolve, this should only count as 1.

Similarly, I would also like to produce a report that shows the total number of live chat conversations we have received over the same period.

Is this possible?

Thanks

[FMarino]

What if you only want to have a report showing the email count of a given time? Simply the number of emails received between 2 dates.

[Josh · Accepted solution]

Hi Martysams,

There is a report in the report library called "Conversation Volume By Source". This should accomplish exactly what you are looking for. The source can be Live Chat or a Conversations Inbox (Email).

Josh