Canned Message Report
This article provides an in-depth look at various utilization charts used to analyze canned messages within a system. These charts highlight usage frequency, effectiveness, and customer satisfaction metrics, allowing for a detailed breakdown of how canned messages perform in communication. Additionally, it explains the filters and settings available for customizing reports and offers an overview of key data points to measure success.
Charts Utilization
Canned message utilization charts provide a detailed visual representation of how frequently and effectively canned messages are used within a system. These charts not only track usage but also measure success based on ratings, modifications, and agent involvement. By analyzing these metrics, organizations can optimize their communication strategy and improve customer interactions.
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 |