Monitor the amount of conversations in the Conversations Report

Easily keep track of your team's workload within the conversations report of Trengo Analytics. See the number of conversations that come in, are assigned, or closed within a certain time period.

The conversations report

To get to the conversation report, navigate to Trengo Analytics —> Conversations report. Here you will find the following dashboard:

  1. Filter
    Apply filters to get the overview you are looking for. You can filter between different (sets of) channels, users, or labels.

    💡Note: selecting multiple channels, users or labels will result in the total result of these filters combined. Comparing different channels, users or labels can be done within specific sections of Analytics.

  2. Timeframe
    Select which timeframe you would like to see. You can filter on:

    • Today
    • Yesterday
    • Last 7 days
    • Last 14 days
    • Last 30 days
    • This month (showing results from between the first and the last day of the current month)
    • Previous month (showing results from between the first and the last day of the previous month)
    • This year (showing results from between the first and the last day of the current year)
    • Last year (showing results from between the first and the last day of the previous year)
    • Or choose a custom timeframe.

  3. Performance in numbers
    Here you can find the total numbers of new, assigned, and closed conversations within the selected filters and time period.

    The green or red line shows the comparison between this period and the previous period. A green line means that the number went up (more conversations) and a red line indicates a decline in the number of conversations.

  4. New, assigned, or closed
    Choose to see which conversations you want to see in the graph below: all the new, assigned, or closed conversations within the previous time period. This article teaches you where these numbers come from.

  5. The graph
    In the graph you will see the result of your filters. How many conversations where there in the selected time period based on your filters. The darker line shows the current period, the lighter one shows the previous period.

    💡Note: the previous period covers the exact length of time as the selected period. Did you choose "last month" as a timeframe? The previous period will then be the month before.

You now know exactly how to use our Conversation Report.