Charts
Utilization
Success
Tags
Filters & Settings
The following filters are available. See Report Filters and Settings for details.
- Timeframe
- Filter by agents and groups
- Download report
- Email report
- Schedule report
Data
| Name | Description |
|---|---|
| Group | Aggregates canned message use by group, then message |
| Canned Message | The text of the canned message. |
| Total Chats | Total number of chats in which the message was used. |
| Total Agents | The total number of Agents that used the canned message. |
| Total Used | The total times the canned message was used. |
| Total Thumbs Up | The total number of "Thumbs Up" line ratings recorded for the chat using the canned message. |
| Total Thumbs Down | The total number of "Thumbs Down" line ratings recorded for the chat using the canned message. |
| Percent Thumbs Up | The number of "Thumbs Up" ratings/Total number of chat lines for each chat using the canned message. |
| Percent Thumbs Down | The number of "Thumbs Down" ratings/Total number of chat lines for each chat using the canned message. |
| Approval | |
| NPS Score | percentage of Promoters. see Customer Satisfaction Report |
| Percent Modified | % of messages modified from the original language used |