A Comprehensive Guide to Accessing and Understanding Reports on Convin (Part 2)

Report Name

Detailed Overview

Connected Conversations Report

This report provides an account-wise count of connected conversations, presented in a date-wise format.

Category defect report

This report provides parameter-wise occurrence percent, trend percent (indicating whether it shows an incremental or decremental trend), and the respective defect of each of the parameters.

Auditor Raw Report

The Auditor Raw report is the raw dump of all the manual audits conducted on the platform. Each entry in the raw report corresponds to an audit of a particular call and contains audit-related information along with the manual audit responses for different parameters.

Blank call report

This report provides a dump of blank conversations, along with the agent team, call duration, account info, and meeting link.

Coaching progress report

A coaching progress report helps you track the completion of different agents' coaching completion progress percentages to monitor their coaching activity on the platform.

Agent improvement report

This report helps you analyze the change in total

conversations placed and average call score, agent-wise.

Account raw report

This report provides you with an account, an agent-wise dump of total conversations that happened with the account, the average conversation score, the account link, and more.

Auditor performance report

This report provides the auditor-wise count of conversations & accounts audited, total minutes audited, teams covered, and average conversation score.

Dead air report

This report provides the raw dump of the conversations

where at least 10 seconds of dead air happened anywhere in the conversation.

AI audit dump report

This provides a conversation/ chat level dump for every

interaction that has been scored by the Convin AI.

Coaching assessment report

This report provides, assessment-wise and agent-wise, the total score achieved in the assessment.

Product utilisation report

Product Utilisation is an extensive report for different sets of users, such as (Auditors, TLs, and Agents) and tracks important metrics across the week-wise break-up, such as the number of manual audits, open rate of emails, coaching progress, etc.

Auditor fatal analysis report

This report provides the auditor-wise count of conversations marked as Fatal and the average conversation score.

Feedback acknowledgment report

This report provides the agent-wise count of conversations audited manually, and the count of feedback acknowledged/disputed, or no action.

CSAT analysis report

This report shows the number of conversations managed by each agent and the number of satisfied, dissatisfied, and neutral customer interactions.

CSAT dashboard report

This report combines CSAT categories, responsible agents, CSAT Scores, and the rationale for categorizing each conversation, all within a glance.

Collection score analysis report

This report offers a count of the total conversations handled by each agent, along with the distribution of conversations based on the collection score categories -

Good, Average, and Poor.

Collection Score dashboard report

It displays the Collection Score categories (good, average, poor), the responsible agent, the specific Collection Score assigned, and the rationale for categorizing each conversation.

Consumption Report

This report provides the sub-team, and total hours processed (here, those conversations are considered, whose transcript is visible on the platform, irrespective of whether the call is audited or not).

Entity analysis report

This report is a raw dump of conversation-wise, and agent-wise, the respective values of the configured entities identified on the conversation along with the conversation link.

Coaching dashboard report

This report provides you agent-wise, their overall rank,

count of sessions assigned, sessions started, sessions completed, average coaching progress, and average call quality.

QMS Auditor Raw Report

This report is the raw dump of all the manual QMS audits done on the platform. Each entry in the raw report corresponds to an audit of a particular call and has audit-related information along with the manual audit responses of different parameters.

Dead air analysis report

This report is the raw dump of conversations where the agent did not speak for at least 30 seconds at the end of the conversation. One can visualize the duration of the dead-air, start time, end time, and the meeting link.

Conversation stats alert report

This report provides the bifurcation of agent-wise, conversations received and conversations processed, chats received and processed, and emails received and processed.

Sampling consumption report

This report shares date-wise data on every AI sampling rule setup on the platform and the number of conversations/Hours processed by AI to track the consumption of the Sampling rule target.