The usage reports section provides admins with exportable reports on user engagement, workspaces, and actions across your portal. Get key business insights from reports to drive efficiency, identify bottlenecks, and more.
These usage reports provide both current and historical data that can be downloaded for any date range up to 31 days at a time.
How To Access Usage Reports
To access the Clients report as an admin user:
- Click Manage from the top navigation bar.
- Then click Reports in the left side panel.
- Click on Usage under the Reports tab.
- Select the date range and click Get Report for data you need.
Daily User Activity
Report Goal:
The objective of this report is to offer a comprehensive overview of user activity on a daily basis. By analyzing key metrics such as the total number of users, active users, and logins, you can assess user engagement, identify patterns, and monitor trends over a specified date range.
How to Use:
This report provides daily user activity statistics, such as the total number of users, active users, number of logins, and more, for a given date range.
Daily Org Activity
Report Goal:
The objective of this report is to deliver a detailed overview of organizational activity on a daily basis. By tracking key metrics, such as the total number of workspaces, messages, and flows, this report helps in assessing overall organizational engagement, identifying trends, and optimizing operational efficiency over a specified date range.
How to Use:
This report provides daily org activity statistics such as the total number of workspaces, messages, flows, and more, for a given date range. The insights can be used to monitor organizational performance, improve collaboration, and streamline workflows.
Client Engagement
Report Goal:
The objective of this report is to provide a summary of how much clients have been engaging in your portal. These report metrics can be utilized to compare engagement across various periods, discern trends, or pinpoint high-usage activities.
How to Use:
This report provides a daily breakdown of client engagement in terms of active users, sessions, and types of interactions, plus per user averages across these categories. You can download the report by selecting the time period.
Internal User Engagement
Report Goal:
The objective of the report is to provide a summary of how much internal users have been engaging in your portal. These metrics can be utilized to compare engagement across various periods, discern trends, or pinpoint high-usage activities.
How to Use:
This report provides a daily breakdown of internal user engagement in terms of active users, sessions, and types of interactions, plus per user averages across these categories. You can download the report by selecting the time period.
Client Coverage
Report Goal:
The objective of this report is to provide a snapshot of how each internal user manages their clients. 100% coverage is achieved when an internal user has engaged with their clients in a workspace through actions, messages, or meetings. Use this report to get insights into resource allocation or team performance.
How to Use:
This report summarizes how many clients each internal user engaged with during the period, the types of interactions, and average daily client engagement. You can download the report by selecting the time period.
Live Support Summary
Report Goal:
The objective of this report is to provide a daily snapshot of live support interactions, focusing on key metrics such as session frequency, missed sessions, and support efficiency. It helps in evaluating the performance of your support team and identifying areas for improvement.
How to Use:
This report includes daily metrics on live support sessions, including the number of sessions, missed sessions, average wait time, average number of messages, and session duration. Use this information to assess support effectiveness, identify trends, and make data-driven enhancements to your support operations. To generate the report, select the desired date range.
Live Support Agent Summary
Report Goal:
This report evaluates individual agent performance in live support sessions, providing metrics on sessions received, rejected, missed, and average duration.
How to Use:
View agent performance metrics, including session counts and average duration, to assess effectiveness and identify areas for improvement. Select the desired time period to generate the report.
Request Summary
Report Goal:
This report provides a daily overview of service request metrics, helping you assess submission volume, resolution efficiency, and overall request management.
How to Use:
View key metrics such as the number of requests submitted, average resolution time, time to assignment, average number of messages in a request, and resolved requests. This data helps evaluate and improve service request handling. Select the desired date range to generate the report.
Request Agent Activity
Report Goal:
This report evaluates the performance of agents handling service requests, providing insights into their effectiveness by highlighting key metrics in performance.
How to Use:
Review metrics on agent activity, including the number of assignments, average resolution time, and number of resolved requests. This data helps assess agent performance and improve service request management. Select the desired time period to generate the report.
Client Usage Report
Report Goal:
The goal of this report is to offer a detailed summary of client engagement within the portal, including metrics on chat messages, file sharing, meetings, and other activities. It helps in understanding client behavior, usage patterns, and overall interaction with the platform.
How to Use:
Use the insights in this report to gauge client engagement, identify trends, and enhance user experience. Select the desired time period to generate the report.
Internal Usage Report
Report Goal:
This report provides an overview of internal user engagement with clients, highlighting key metrics such as chat messages, file sharing, meetings, and more. It helps assess how effectively internal users interact with clients and manage business.
How to Use:
Analyze internal user activities and client interactions, including chat messages, file sharing, and calls, to identify trends and improve client management. Select the desired date range to generate the report.
Workspace List
Report Goal:
The objective of this report is to provide a summary of all open and closed workspaces in your portal, for a certain time period. Use this report to track efficiency, determine priorities, identify bottlenecks, and more across your workspaces.
How to Use:
This report can be downloaded for a specific period and provides a summary for any workspace that was created or updated during the selected time period.
Action List
Report Goal:
The objective of this report is to provide a summary of all open and closed actions in your portal, for a certain time period. Use this report to understand what actions need your attention, pinpoint trends, track efficiency, and more.
How to Use:
This report can be downloaded for a specific period and provides a summary of any actions that were created or updated during the selected time period.