Understand and Use Conversations Reports

The Reports tab in SeeClickFix 311 CRM offers a summary of Conversation data to provide analytics and performance metrics. Reports are offered in a table view and chart view. They can be viewed in the web browser and set up as a one-time or recurring email. The table data can be downloaded in Excel format for further analysis, and the chart data can be downloaded as a printable PDF. All members of organizations that have purchased Conversations can access Conversations Reports.

Conversations reports have two types of report data: Channel reports and Assignee reports. The data in reports are grouped by creation date - meaning that all data in the report is related to requests created within the selected date range.

Design a Conversations Report

To design a Conversations report, complete the following steps:

1. Navigate to Reports > Conversations
   
2. Select the desired attributes
   

Conversations are filtered by:

• Channel
• Assignee

That have been created:

• This Month
• Last Month
• This Calendar Quarter
• Last Calendar Quarter
• This Calendar Year
• Last Calendar Year
• Custom Range

After selecting a “filtered by” option and a time range to analyze, you can choose to compare this data to another time range or not to compare this data to another time range.

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View a Conversations Report in Table View

After you have set filters for the Conversations report, you can view the report in table view.

1. Select the Table View tab
   
2. Check or uncheck the Hide Empty Rows checkbox to indicate whether you would like rows without content to be visible
   
3. View the Conversations report in table view

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How Are Table View Columns Defined?

The following columns are shown within the table view version of the Conversations report. Please note that calculated values are based on an eight-hour business day, from 9:00 AM to 5:00 PM.

• Created: The number of Conversations created within the chosen timeframe
• New: The number of brand-new incoming messages from residents
• Needs Reply: The number of messages for which a resident has sent an inbound reply to an organization member’s response and needs an additional email or SMS
• Waiting: The number of resident messages that have been replied to by an organization member that await a resident response
• Done: The number of Conversations closed
• First Reply Time 50th Percentile: The typical response time for first replies
• First Reply Time 90th Percentile: The typical response time for the top ten percent of first replies
• Time to Close 50th Percentile: The typical amount of time needed to close Conversations
• Time to Close 90th Percentile: The typical amount of time to needed to close the top ten percent of Conversations

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View a Conversations Report in Chart View

After you have set filters for the Conversations report, you can view the report in chart view.

1. Select the Chart View tab
   
2. Select a Results tab
   
   • Number of Conversations: The number of conversations created in the selected timeframe
   • P50 Time to Reply (First Reply Time 50th Percentile): The typical response time for first replies
   • P90 Time to Reply (First Reply Time 90th Percentile): The typical response time for the top ten percent of first replies
   • P50 Time to Close (Time to Close 50th Percentile): The typical amount of time needed to close Conversations
   • P90 Time to Close (Time to Close 90th Percentile): The typical amount of time to needed to close the top ten percent of Conversations
3. Check or uncheck the Hide Empty Rows checkbox to indicate whether you would like rows without content to be visible
   
4. Select a Sort by option
   
   • Value: Sort the chart rows numerically by value
   • Name: Sort the chart rows alphabetically by name
5. Click the Sort icon to reverse the order of the chart rows based on your selection in step four (4) 
   
6. View the Conversations report in chart view

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Export a Conversations Report

After you have set filters for the Conversations report, you can download a table view or chart view of the report to your computer.

Export a Conversations Report in Table View (Excel File)

Select the Download Table File icon in the top right-hand corner of the screen, below the user menu. After doing so, an .xlsx file will be downloaded to your computer.

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Export a Conversations Report in Chart View (PDF File)

Select the Download Chart File icon in the top right-hand corner of the screen, below the user menu. After doing so, a PDF file will be downloaded to your computer.

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Set Up One-Time or Recurring Email Reports

After you have set filters for the Conversations report, you can send the report via email on a one-time or recurring basis.

1. Select Share Report (export icon) in the top right-hand corner of the screen below the Help dropdown
   
2. Fill in the information fields
   
   
   • Title: Each subscription should have a unique and descriptive name so that all reports can be properly managed
   • Recipients: Only members on the account can be added as a recipient
   • Frequency: Select how often you wish for this report to be sent
3. Click Send Now
   

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