The Reports feature in Spechy empowers you with valuable insights and analytics to make data-driven decisions for enhancing your communication management. Upon clicking on the Reports tab in the left bar menu, you’ll find five tabs, each presenting unique categories of reports:
1. Channel Reports
The Channel Reports tab provides comprehensive social media reports, including Facebook and Instagram reports. Additionally, it offers communication reports for Live Chat, WhatsApp, Video Call, Phone, and Email. These reports offer a clear overview of communication activities across various channels, helping you understand customer preferences and optimize your strategies.
Furthermore, the tab includes Offline Forms Reports, which provide data on submissions from offline forms, and Feedback Reports, giving you valuable insights from customer feedback and surveys.
2. Conversation Reports
The Conversation Reports tab focuses on in-depth analysis of communication interactions. It includes Reason Code Reports, which highlight the most common reasons for customer inquiries or support tickets. Quality Assessment Reports evaluate agent performance and customer interactions, while Manual Call Reports offer insights into specific call details and outcomes.
3. User Reports
The User Reports tab allows you to analyze user-specific metrics. This includes data on agent performance, productivity, and efficiency. Tracking individual user metrics helps identify top performers and areas where additional training or support may be needed.
4. Form Reports
The Form Reports tab provides detailed analytics on form submissions and user interactions. You can gain insights into user responses and preferences, helping you optimize your forms for better user engagement.
5. Ticket Reports
The Ticket Reports tab focuses on support ticket-related data. It provides comprehensive information on ticket volumes, response times, ticket status, and more. Analyzing ticket reports enables you to identify trends and streamline your support processes for improved customer satisfaction.
Across all these report pages, you have the flexibility to explore historical data, as you can adjust the date range to view reports according to specific time frames. This ensures you can track trends and identify patterns over different periods.
Moreover, the Reports feature allows you to export the reports, giving you the option to share and analyze the data in other formats or collaborate with your team.
In conclusion, the Reports feature in Spechy is a powerful tool that equips you with meaningful insights into your communication activities. By utilizing these reports, you can make informed decisions, optimize your processes, and enhance overall customer experience.