The legacy reports table exist to display a few relevant reports which can still be accessed by admins. Unlike conversation and performance reports, the timezone must be manually set for each report (for example, UTC-3 for Latin America).
Most recent messages
This report contains all your conversation history, so it's very useful if you need to download your database to do any specific analysis.
Contacted with no response
This table show all the conversations in which your team reached out, but didn't receive a response back. It means, all the chats which the last message came from your team. This can be useful if you want to have a list of contacts to do follow-ups.
Assigned Conversations
Assigned conversations simply show you the total number of conversations which were assigned to your agents in a given time period.
Number of closed cases per agent (hour, day, week, month)
This report shows the number of times an agent has closed their chats during a given period of time. This report is useful for measuring the activity of agents because, if they close the chats once managed and once the response has been sent to the customer (recommended behavior for a correct use of the platform), the graph will show the number of closures made by an agent during a period of time that can be filtered by hour (hour), day (day), week (week) or month (month).
Conversations History
With this report, you can all the registers of how long each conversation took to be closed by an agent. That way, you can download it and review if there are chats which took too long or to calculate an average per agent.
Unanswered Messages
This report shows in real time the list of all open chats that have a customer message as their last message and are therefore waiting for an agent response (or to be closed) and shows, in the last column, the time waiting for the customer (how much time has passed since the customer sent his last message).
This report allows us to analyze in real time how many chats are waiting for an action (response or closure of the chat) by the team agents and allows you to quickly reorder the list of chats in a "ranking" by clicking on elapsed time, title of the last column of the report. This allows us to obtain a list of conversations sorted by longer waiting time and, in a few clicks, to open the various conversations within the account to understand what is happening on the chats that are delaying the most time to be managed.
Note: the report only considers open chats that have a message from the customer as their last message and excludes chats that are already closed and open chats where, however, the last message was sent by the agent.
Agent online time
These two graphs show the time spent online (available) by each agent within the account. The first graph allows you to view the sum of the minutes in which an agent has been available in a certain period of time (it is possible to filter by date and extract the sum of a specific period of time). The second report, just below, lists all the connection intervals recorded by the agent and which, when added together for a certain period of time, are the average shown above. This second graph is used to keep track of all the moments in which an agent has set himself as "not available" within his Callbell account.
Contacts with tags
The Contacts with Tag chart is a pie chart that displays the distribution of tags assigned to contacts in your workspace. Each slice represents a different tag, showing how frequently it’s used relative to others.
Tags used on assigned conversations
The Tags Used on Assigned Conversations chart is a bar chart that shows how often each agent uses different tags in their assigned conversations. Each bar represents an individual agent, with sections indicating the tags they’ve applied most frequently. This visualization helps you compare tagging behavior across team members.