Driansh Softtech

Documentation

Reports

Read conversation, agent, team, label and CSAT reports.

5 articles

  1. 1Reports overview and live viewFind your way around EngageOne reports and use the Overview page to watch open conversations, agent status, traffic and team performance.
  2. 2Conversation, agent, inbox, team and label reportsTrack conversation volume, response and resolution times by agent, inbox, team and label in EngageOne, filter by date and business hours, and export CSV.
  3. 3CSAT reportsRead customer satisfaction results in EngageOne: satisfaction score, response rate, rating distribution and individual feedback, with filters and CSV export.
  4. 4Bot reportsSee how many conversations your bots and the EngageOne AI Assistant handle, how many they resolve on their own, and how often they hand off to agents.
  5. 5SLA reportsTrack your EngageOne SLA hit rate and misses, filter by policy, inbox, agent, team or label, see which targets were missed and download a CSV.

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