Category Reports
The Category Reports tab helps super admins and analysts generate performance reports for chat conversations categorized under specific topics. These reports are useful for identifying trends, agent effectiveness, and user needs within different knowledge areas.
Generate Category Report
Use this section to create a new report.
-
Select Date Range:
Choose a custom date range for which you want to analyze the data. -
Select Category:
Select a predefined conversation category.
Categories are created by Super Admins from the Categories section. -
Generate Report Button:
Click to create the report for the selected category and date range.Note: A minimum of 7 chat conversations is required in the selected range to generate a valid report.
Generated Reports Section
Filters and Features
- Date Filter: Adjust to view reports from a specific time frame.
- Status Filter: Filter reports by their generation status (Success or Failure).
- Refresh Button: Refresh the list of reports.
Generated Reports:
This section shows the list of previously generated reports.
| Column | Description |
|---|---|
| Name | The name you assigned to the report during generation (usually category name). |
| Start Date | Beginning of the selected report period. |
| End Date | End of the report period. |
| Status | Shows Failure if criteria (like chat count) are not met. Otherwise shows Success. |
| Actions | View the report once successfully generated. |
Error Example:
If you hover on error you see the details why this report is not generated.
Eg: There are fewer than 7 chats in the selected period, which is not enough to generate a proper report.