This article refers to legacy methods of reviewing your Trengo data. To learn more about the updated reporting & analytics, check out this article.
The channels report is a great place to gain insights into the performance of your different channels. You can easily compare them with each other to see which channel generates the most traffic and which channel has the best resolution time.
Channels report
Navigate to Reports > Channels report, where you’ll find the dashboard as seen below.
1. Filter: Apply filters to produce the report you are looking for. You are able to filter between different (sets of) channels, users, and labels.
2. Timeframe: Here you can select your timeframe. You can use standard filters (e.g. ‘Today’, ‘Last month’, or ‘This year’), or set up your own custom timeframe.
3. Categories: Find all categories here. You’ll find new, assigned, and closed conversations, the average first response and resolution time, and the number of inbound, outbound, and internal messages sent. Scroll horizontally to see them all.
4. Results: Here you’ll see the results based on your filters. Click the gray arrows next to the categories to rearrange them to your liking.
