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How to read the Labels Report?

In this article, you will learn the following information:

The Labels Overview shows how well your agents perform across different types of conversations. It helps identify weaknesses in employee knowledge and determine areas where improvements are needed both in the support center and in chatbots.

To access the report, go to Reports → Labels.

 

 
 

How to filter the report?

 

The data on the page is displayed depending on the selected period:

  • Last 7 days.
  • Last 30 days.
  • Last 3 months.
  • Last 6 months.
  • Last year.
  • Custom date range.

 

 

When selecting the Custom date range period, a calendar will appear where you can choose the required dates.

 

 

Enable the toggle in the upper-right corner of the screen to adjust report metrics for working hours.

If the Business Hours option is enabled for a channel, the report data will be calculated based on working hours. You can set working hours in the channel settings by going to Settings → Inboxes, then clicking the edit button (pencil icon) for the selected channel.

 

 

 

How to download the report in .csv format?

 

To export label data, click on Download label reports.