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TABLE OF CONTENTS
- What is the Historical Reports app?
What is the Historical Reports app?
Generate reports over the past 30 days to use the data and streamline further operations.
The reports are generated in a ZIP file and sent to an email address of your choice within 15 minutes.
Historical Reports is available as an app in the Freshdesk Messaging Apps store (Marketplace).
Types of reports that you can get with Historical Reports
Interaction Report: The complete raw report that lists the details of all conversations and metrics on how each interaction was handled. Includes first response time, response time, resolution time, groups/agents who handled the chats, csat, label, etc.
Maximum time range allowed for this day is 1 day.
Agent Performance Report: This report tracks overall agent performance in terms of availability, response times, chats handled, concurrency, etc.
Maximum time range allowed for this report is 1 day.
First Response Time Report: This raw report tracks the time agents and groups take to send the first response to a customer message.
Response Time Report: This raw report tracks the time agents and groups take to reply to a message in a conversation.
Message Sent Report: These raw reports list the details of all messages sent within a time frame. This helps track the volume of agent activity.
Resolution Time Report: This raw report tracks the time agents and groups take to resolve a conversation assigned to the agent or group.
Conversation-Created Report: This raw report lists the details of all conversations created within a time frame. This helps track the volume of incoming conversations.
Conversation Resolved Report: These raw reports list the details of all conversations resolved within a time frame. This helps track the volume of resolved conversations.
Conversation Agent Assigned Report: This report tracks the time taken to assign a conversation to an agent.
Conversation Group Assigned Report: This report tracks the time taken to assign a conversation to a group.
Conversation Resolution Label Report: This raw report lists the details of all resolution labels attached to a conversation when the conversation is resolved. This helps track the trend in conversation volumes by aggregating the percentage of conversations belonging to a specific category and sub-category of resolution.
CSAT Score Report: This raw report lists all customer satisfaction ratings received agent-wise, within a specific time frame. This helps monitor the customer satisfaction levels and also generate useful actionable metrics such as the number of unsatisfactory conversations.
Agent Activity Report: This report tracks agent activity in the Freshdesk Messaging dashboard.
Agent IntelliAssign Activity Report: This report tracks agent activity when a conversation is auto-assigned through IntelliAssign.
Chat-Transcript Report: This report lists all chat transcripts (conversations and the corresponding messages) created within a time frame of 24 hours. For this report, the end value should not be more than 24 hours from the start value.
How to install Historical Reports:
To install go to Apps > Bots & Workflows > Historical Reports > Install.
Once Installed, go to Installed Apps, click on the gear icon in the right and select Settings
You will see a screen like this. Now click on the gear icon to set up the app
Choose your timezone
Fill in the email address to which the reports are to be delivered and the domain of your Freshdesk Messaging account in the specified format
Before you can start using Historical Reports, you need to add the API Token.
How to get API Token
To get the API Token, go to Admin > API Tokens > Generate Token. Once the token is generated, click copy
Then paste it to the App settings. Once you’ve added the API Token, click Save. You can now start generating reports for any given timeline.
Your app is now set up.
Go to Settings and choose the type of report from the drop-down menu.
Pick a time range for the selected report
Click “Generate Report”.
4. The report will be delivered to your designated email ID within the next 15 minutes depending on the time range of the report.
Note: You can generate reports for only 1 day for Interaction and Agent performance reports because of the large size of these reports.
You can also view logs for the usage of the app. Go to Logs, select the option by choosing from the drop-down menu.