How to Use Reports

Generate reports to analyze your chatbot's performance, understand customer behavior, and make data-driven improvements.

Prerequisites

• ChatFlow Account (Growth or Enterprise plan)
• Member role - At least Viewer access

Required Plan: Growth or Enterprise

Accessing Reports

1. Click Operations in the sidebar (or Reports)
2. Select Reports
3. View the reports dashboard

Available Reports

Conversation Reports

Report	What It Shows
Volume	Total conversations over time
Status Distribution	Resolved, closed, abandoned breakdown
Platform Split	Web vs WhatsApp vs Instagram vs Messenger
Peak Hours	When most conversations occur

Performance Reports

Report	What It Shows
Response Time	Average time to respond
First Response Time	Time to first reply
Resolution Rate	% of conversations resolved
CSAT Score	Customer satisfaction ratings

Agent Reports (Enterprise)

Report	What It Shows
Agent Activity	Chats handled per agent
Agent Response Time	Individual performance
Handoff Rate	% transferred to humans
Agent CSAT	Satisfaction by agent

Generating a Report

Step 1: Select Report Type

1. Click on the report you want to view
2. Or select from the dropdown menu

Step 2: Set Date Range

1. Click the date selector
2. Choose preset (Today, Last 7 days, Last 30 days)
3. Or set custom date range

Step 3: Apply Filters

Optional filters:

• Chatbot - Specific chatbot only
• Platform - Web, WhatsApp, etc.
• Agent - Specific agent (Enterprise)
• Status - Resolved, closed, etc.

Step 4: View Results

The report displays:

• Chart visualization
• Summary statistics
• Detailed data table

Understanding Key Metrics

Response Time

• First Response Time (FRT) - Time until first reply
• Average Response Time - Average across all messages
• Benchmark: < 2 minutes for FRT, < 3 minutes for avg

Resolution Rate

• Percentage of conversations marked "Resolved"
• Benchmark: > 70% is good, > 80% is excellent

Abandonment Rate

• Percentage of conversations abandoned
• Target: < 15%

CSAT Score

• Customer satisfaction rating (1-5 stars)
• Collected via post-chat survey
• Benchmark: > 4.0 is good

Exporting Reports

Export Options

1. Generate your report
2. Click Export button
3. Choose format:
   • CSV - Data for spreadsheets
   • PDF - Formatted for sharing
   • PNG - Chart image only

Scheduled Reports (Enterprise)

1. Go to Report Settings
2. Click Schedule Report
3. Choose frequency (Daily, Weekly, Monthly)
4. Add email recipients
5. Save schedule

Dashboard Widgets

Home Dashboard

Your home dashboard shows key metrics:

• Today's conversations
• Active chats
• Response time
• Resolution rate

Customizing Dashboard

1. Click Customize
2. Add/remove widgets
3. Rearrange layout
4. Save changes

Analyzing Trends

What to Look For

• Volume spikes - Marketing campaigns, issues
• Response time increases - Staffing needs
• Resolution drops - Training gaps
• Platform shifts - Channel preferences

Making Improvements

Based on reports:

1. High abandonment → Improve chatbot responses
2. Slow response → Add agents or capacity
3. Low resolution → Add FAQs/documents
4. Platform preference → Focus on popular channels

Troubleshooting

Report Not Loading

• Check date range isn't too large
• Refresh the page
• Try different browser
• Clear cache

Metrics Look Wrong

• Verify filters are correct
• Check date range
• Compare with raw conversation data
• Contact support if discrepancy persists

Can't Export

• Report may be too large
• Try smaller date range
• Check browser popup settings
• Ensure download isn't blocked

Missing Data

• New chatbot may not have history
• Data processes overnight for some reports
• Check if conversations exist in that period

Best Practices

Regular Review

• Check daily for immediate issues
• Weekly for trends
• Monthly for strategic insights

Compare Periods

• This week vs last week
• This month vs last month
• Identify improvements or declines

Share with Team

• Export and share key reports
• Discuss in team meetings
• Set performance goals

Act on Insights

• Don't just collect data
• Make specific improvements
• Measure impact of changes

Next Steps

• View Conversations - Drill into specific chats
• Use Predictive Analytics - Forecast future needs (Enterprise)
• Add FAQs - Improve based on findings