The Conversations report is a part of the Workflow reports. You can find it in the Analyse section as a Conversations item. It captures all conversations which have happened in Brand Embassy. You can sort Conversations report by date, First response time and Solution time.
The overview shows total number of conversations, total number of engaged customers, total number of active agents, average First response time and average Solution time. The percentage change relates to the time period prior to the actual one selected in the calendar filter. The detailed conversations transcript shows agents' replies, First response time and Solution time of the reply and date and time when the customer post was resolved.
Tip: You can set a time range of the reports to today, yesterday, week, month or custom time period with the calendar filter placed on the top right of the screen. The filter will apply to the whole report. You can also export all data from the report to the CSV form or export the summary to Excel form. Additional filters allows you to filter the report for specific agents, sources, sentiments, tags or status.