Understanding Your Business and Team Performance with Maxchat’s Report Feature (Beginner-Friendly Guide!)

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In Maxchat, access to the Report feature is tailored according to the user's role within the platform. This ensures that everyone only sees the data relevant to their responsibilities:

  • Admin: Has full access to view all reports from every user (agents and supervisors) across the platform.
  • Supervisor: Has limited access. A supervisor can only view reports related to themselves and the agents under their supervision.

Types of Reports in the Report Menu

In the Report menu, you will find several key report sub-menus:

  1. Agent Report: Monitor your team’s performance.
  2. Customer Report: View customer activities.
  3. Customer Satisfaction: Analyze customer satisfaction ratings.
  4. Log Activity: Track user and message activities.
  5. Custom Report: Generate customized reports for specific needs.

Let’s go through each one!

1. Agent Report: Measure Your Team’s Performance

In the Agent Report sub-menu, you can evaluate how your agents perform in handling customer interactions. This report includes several key metrics:

  • Average First Response Time: The average time it takes for an agent to send the first reply to a customer after being assigned a conversation.
  • Average Response Time: The average overall time agents/admins take to respond during a conversation.
  • Average Resolve Time per Ticket: The average total time it takes for an agent to resolve a conversation (until its status is changed to “resolved”).

In addition to averages, you can also view detailed information for each conversation in a table that displays:

  • Ticket ID: A unique identifier for each conversation.
  • Agent Name: The name of the agent/admin handling the conversation.
  • Customer Name: The customer’s name.
  • Date: The date of the conversation.
  • First Response Time: Time of the first response for that conversation.
  • Resolved Time: The total time it took to resolve that specific conversation.

How to Easily View and Download Agent Report Data:

  • Filtering Data: Use the filter feature to find specific data.
  • Downloading the Report: For further analysis, download the report in CSV format. CSV files can easily be opened and processed in spreadsheet tools such as Microsoft Excel or Google Sheets.

2. Customer Report: Understand Your Customer Activity

This sub-menu focuses on customer activities when they contact your business. It provides insights into your active customer base:

  • Monthly Active User: The number of active customers in the current month. Customers are considered active if they send a message or reply to your business (including broadcast messages). For example, if it’s August, active users are counted from the 1st to the current date of August.
  • New Customer: Customers who were active within your selected date range but had no previous conversation history. These are customers who initiated or replied to a message for the first time during that period.
  • Existing Customer: Customers who were active within the selected period and had previous interactions.
  • New & Existing Customer: A chart displaying the number of new and returning customers each week. Hover your mouse over a bar to view details.

How to Easily View and Download Customer Report Data:

  • Filtering Data: You can filter the chart data by date.
  • Downloading the Report: Download customer activity data in CSV format for analysis in Excel or Google Sheets.

3. Customer Satisfaction: Measure Customer Happiness

This sub-menu shows the satisfaction ratings (CSAT) given by customers after interacting with your business.

The report includes several important summaries (CSAT Summary):

  • Total CSAT Sent: The total number of CSAT survey messages sent to customers within a given time period.
  • Total CSAT Responded: The total number of CSAT surveys responded to by customers.
  • Average Customer Rate: The average rating score received in that period.
  • Average Time Customer Response: The average time it took for customers to provide their CSAT rating.

In addition to summaries, the Agent CSAT Respond table displays detailed information for each rating submitted:

  • Customer Name: The name of the customer who gave a rating.
  • Agent Name: The agent who handled the conversation when the rating was given.
  • Date: The date the rating request was sent.
  • Requested At: The time when the CSAT survey was sent.
  • Responded At: The time when the customer responded.
  • Customer Rate: The rating given by the customer (e.g., 1★ to 5★).

How to Easily View and Download Customer Satisfaction Data:

  • Filtering Data: Use filters to find specific results.
  • Downloading the Report: You can download CSAT reports in CSV format for further processing. Two download options are available:
  • CSAT Summary: Downloads a simplified table showing the total responses for each rating (1★ to 5★).
  • Agent CSAT Respond: Downloads detailed information, including customer name, agent, date, time, and rating.

4. Log Activity: Track User and Message Activity

The Log Activity feature allows you to monitor what happens within the application. There are two types of logs (note: Supervisors cannot access Message Logs):

  • Access Log: Records login and logout activities of agents and admins.
  • Message Log: Records message activities (incoming and outgoing). (Not available for Supervisors).

How to Easily Download Log Activity Data:

You can download these reports in CSV format for further analysis. There are two download options:

  • Access Log: Downloads login history with details such as email, role, name, activity, device, and time.
  • Message Log: Downloads message logs, showing date, activity type (e.g., Outbound), and message content.

5. Custom Report: Tailored Reports (Contact Support)

The Custom Report sub-menu provides more specific insights. You can monitor agent performance and activity data based on tickets, labels (conversation categories), and communication channels.

This report is customizable according to your specific business needs. For full details and setup assistance, you’ll need to contact Maxchat Support.

In general, Custom Reports can provide information such as:

  • Agent’s Ticket: Number and details of tickets handled by each agent, including counts of Open, Answered, and Resolved tickets. Downloadable.
  • Label’s Ticket: Ticket counts grouped by labels or categories (e.g., “new”, “customer”). Downloadable.
  • Channel’s Ticket: Ticket counts grouped by communication channels (WhatsApp, Instagram, etc.). Downloadable.
  • Info Cards (Dashboard Cards): Visual dashboard summaries showing customer activity based on tickets. Includes:

How to Filter Data in Custom Report:

While full customization details require support assistance, you can filter data displayed in Custom Reports by:

  • Date of activity.
  • Agent Name performing the activity.
  • Label Name (can be combined).
  • Channel Name (can be combined).

Conclusion

The Report menu in Maxchat is a powerful tool for gaining deep insights into your business operations. From monitoring agent performance and understanding customer behavior to measuring satisfaction and tracking every message activity, all your data is neatly organized in one place.

By mastering the use of these reporting features, you can make smarter decisions, improve team efficiency, and ultimately deliver a better customer experience.

If you need further assistance, feel free to contact the Maxchat Support Team directly via WhatsApp from within the platform.

Need more guidance?

Visit the Maxchat Documentation for complete information on all features and how to use them.