Trengo reports


Overview

In Trengo you can gain insights about: 

  • your customer's favorite communication channels.
  • how many conversations are handled per channel, team or user.
  • the average response time per conversation.
  • which days are your busiest.

and much more.

đź’ˇOnly account admins can view reports. Simply navigate to your navigation panel and click on 'reports'.


Types of insights

1. The number of new conversations
Click on 'New tickets' to view the total number of new conversations you received in your Trengo inbox.

Compare the new tickets in your Trengo inbox to:

  • a specific time period
  • a channel
  • a user in your team
  • a label

or a combination of those.

2. The number of closed tickets
Click on 'Closed tickets' to view the total number of conversations your team closed.


Compare your closed tickets in your Trengo inbox to:

  • a specific time period
  • a channel
  • a user in your team
  • a label

or a combination of those.

đź’ˇImportant
Closed conversations are recorded as closed on the day you received them in your Trengo inbox. In other words, if you received an email on Monday and your team closed it on Tuesday, your email conversation will be recorded as closed on Monday.


3. The number of conversations per channel
From reports, click on 'ticket by channel type' to discover your customer's favorite communication channels.

Select a specific time period to discover any changes or trends.

4. First response time in minutes
Click on 'first response' in your reports to view how long it takes your team on average to pick up a conversation with your customers.

đź’ˇInformation is displayed in minutes.

5. Resolution time
Click on 'Resolution time' to gain insights into how long it takes your team to close a conversation with your customers.

Compare those insights to a specific period, channel or user to spot changes or trends.


Export

To export your reports, you need to be an account admin. Navigate to your navigation panel and click on 'reports' and then on 'export'.

  1. Select the time period you'd like to export.

 

2. Then select the insights such as your resolution time, the number of conversations or your labels you'd like to export and click on 'export. You'll receive your export as a CSV file in your downloads.