Everything About Reporting

  • What does each report mean?

    What reports are included with each Re:amaze plan? Re:amaze Basic comes with basic reporting, which includes the 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 ...
  • Volume report metrics

    Your Reamaze volume report is one of the most useful reports to gather important metrics about your team's customer service performance. Here are the important metrics displayed within the volume report: Time Based Metrics In Time Range: Shows the number of incoming conversations during based o...
  • How response times are calculated

    Response Time Report 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. The calculation ...
  • Exporting reports to CSV

    Most Reamaze reports are exportable via CSV. To export a report, scroll down to the end of the report and click on the export to CSV option.
  • Need other reports?

    If you need access to a specific report that is not available in your Reamaze dashboard and would like to request a new feature, please reach out to us directly at support@reamaze.com and let us know the following: What type of report is it What is your particular use case How would you like the...
  • Reporting by conversation origin

    In addition to being able to find metrics based on specific brands and channels, sometimes, you may want to run metrics based on the origin of the message for non social, live chat, or SMS/MMS channels.. Most Reamaze reports allow you to narrow down the scope of the metric you're looking for to j...
  • Restricting access to reports

    You can restrict access to reports for your staff agents by creating a role that specifically removes access to reports. See article on roles and permissions (http://support.reamaze.com/kb/account-management/managing-your-roles-and-permissions). By default, all staff agents will have access repo...
  • Individual staff reports

    The individual staff report is meant to shed light on per agent performance across a specific channel and time frame. Let's take a look at the metrics available at your disposal. Summary Metrics The summary metrics section gives you an at-a-glance view at how a specific staff is performing gi...
  • Printing reports

    You can print your favorite Reamaze reports by clicking on the "Print" option from your browser's file options. Reamaze reports are 100% optimized for web printing.
  • Shopify Attributed Orders Report: Revenue Reporting

    You will begin your Shopify revenue reporting analysis by specifying the time range you want to look at. Re:amaze will then generate a report showing you the number of orders (and their total value) in the report period. Of those orders placed by customers, we will also tell you if those orders w...