This article refers to legacy methods of reviewing your Trengo data. To learn more about the updated reporting & analytics, check out this article.
Get better insights into your team's performance with the messages report. Here, you can see the number of outbound, inbound and internal messages sent within a specific time period.
Messages report
Navigate to Reports > Messages 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. Performance in numbers: Find the total numbers of new, assigned, and closed conversations within the selected filters and timeframe here.
4. Ticket status: Choose which messages you’d like to see in the graph below. A message is defined as a single email or message sent by a customer or an employee. There are three types of messages that are considered in the reports.
🔘 Inbound: The messages you have received from outside of Trengo. This could be an email from a customer or an incoming WhatsApp message, for example.
🔘 Outbound: The messages that a user of Trengo sends to customers. These are replies, as well as messages a user sends to start a conversation.
🔘 Internal: The internal notes and mentions that were used in conversations. This does not include team chat messages.
5. Conversations graph: Here you’ll see the result based on your filters. The darker line shows the current period, the lighter one shows the previous period.
ℹ️ The previous period covers the same length of time as the selected period. If you chose ‘Last month’ the previous period will be the month before.
