Analyzing Conversation Sessions
Regarding conversation sessions, reports available are very limited to make a detailed analysis on performance. Some questions I cannot answer with current reporting options are;
How many custom bot conversations are assigned to teams vs how many has attempted to assign but ended up with no assignment since no one was online? - currently whenever a conversation is assigned to someone, in reports we see two activities for that conversation, one session with bot till the assignment, one session with agent after the assignment and it is not a reliable data to work on.
In which times we got most of the engagement to custom bots? - we need a report showing most active times of the day, week etc.
What was the average reply time to conversations assigned? - current reporting calculation takes conversations not answered yet into account so it is not a reliable data to work on.