Reporting
-
Reports included by plan The Re:amaze Basic Plan includes: Volume Report Channel Summary Report Response Time Report First Response Resolve Rate Report Average Thread Size Report. Shopify Attributed Orders Report (only if you have a Shopify store connected) The Re:amaze Pro Plan ...
-
The Volume report is one of the most useful reports in Re:amaze for measuring your team's customer service performance.
-
How Response Times Are Calculated
Response Time calculations are based on the time difference between the agent response and the previous customer message during a certain time frame. Within the same conversation, each reply (back to the customer) is calculated and factored into the average. -
If you need a report that is not currently available in your Re:amaze dashboard, reach out to our team directly at support@reamaze.com with the following information: What type of report you need Your particular use case How you would like the metrics displayed Any specific filter or setting req...
-
AI Chatbot and Productivity Report
Re:amaze includes AI reporting tools that give you deeper visibility into how AI and chatbots are used across customer conversations. These reports help you understand AI involvement, measure chatbot performance, and track how AI impacts team productivity. -
Chatbots can improve automation and save time for both customers and staff, but without reporting it is difficult to know if they are performing as intended. Re:amaze's Chatbot report gives you a view of how many conversations your chatbots are handling and how successfully they are resolving them.
-
Chatbot Reporting: Conversations vs. Sessions
This article explains the difference between conversations and sessions in Re:amaze. AI and chatbot metrics are calculated at the session level rather than the conversation level, so understanding this distinction is important for interpreting your data accurately. Sessions only exist in conversatio -
How Average Resolve Times are Calculated
The Average Resolve Time metric shows how long it takes, on average, for a conversation to be resolved. It is calculated based on conversations that have been marked as resolved or archived. -
The Individual Staff report provides a detailed view of per-agent performance across a specific channel and time frame.
-
Q: Can I export my reports from Re:amaze? A: Yes, most Re:amaze reports can be exported as a .CSV. To export a report, scroll down to the end of the report and select Download raw data in CSV format. Q: Can I restrict access to reports for certain staff members? A: Yes, you can restric...
-
The Staff Summary Report helps you evaluate your team's overall performance. You can filter the report by time period, department, and conversation scope, choosing between participating conversations or assigned conversations.