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Reports & Statistics

Moobidesk provides comprehensive analytics across conversations, agent performance, queue efficiency, and customer satisfaction.

Historical Reports​

Dashboard Overview​

Statistics Dashboard

The Statistics module provides a visual summary of conversation activity and performance based on selected filters such as date range, agent, queue, and conversation tags.

Statistic Filtering:

  • Date Range
  • Agent
  • Queue
  • Conversation Tag

Time metrics:

The dashboard displays key time-based performance metrics:

  • Resolution Time: Time taken to complete a conversation (Average, Longest, Shortest)
  • Waiting Time: Time taken before a conversation is handled (Average, Longest, Shortest)

Conversation Trends:

  • Total Conversation: Displays conversation volume over time in a trend chart
  • Allows comparison across queues

Conversation Breakdown:

Statistics include visual breakdowns of conversations by:

  • Status (e.g., Assigned, Closed, Read)
  • Channel (e.g., Email, WhatsApp)
  • Disposition (e.g., General, Transfer)
  • Queue
  • SLA Result (Passed vs Failed)

Conversation Report​

Provides insight into:

  • Total conversations within the selected period
  • SLA compliance
  • Assignment and resolution timing

Transcript Report​

Displays total inbound and outbound message volume within the selected period.

Agent Report​

Provides agent-level performance metrics, including:

  • Total conversations assigned
  • Response time
  • Resolution performance

Agent Auxcode Report​

Provides a log of agent status (Auxcode) activity within a selected period.

Data Export​

Export Format​

  • CSV: Raw data format for spreadsheet or external processing

Export Process​

To export report data:

  1. Navigate to the desired report (e.g., Conversation Report, Transcript Report, Agent Report, Agent Auxcode Report)
  2. Select the required filters (e.g., date range)
  3. Click Download
  4. A download link will be sent to your email once the export is ready

Analytics Best Practices​

Monitoring Frequency​

Daily: Agent performance, queue status, SLA compliance Weekly: Conversation volume trends, CSAT trends, broadcast performance Monthly: Strategic metrics, capacity planning, process improvements

Key Performance Indicators (KPIs)​

Efficiency:

  • Average handle time: Target <8 minutes
  • First response time: Target <30 seconds
  • SLA compliance: Target >95%

Quality:

  • CSAT score: Target >4.5/5
  • Abandon rate: Target <5%
  • Transfer rate: Target <10%

Productivity:

  • Conversations per agent per hour: Target 6-8
  • Concurrent conversations: Target 3-5
  • Utilization rate: Target 70-85%

Actionable Insights​

Use reports to drive improvements:

  • High transfer rates: Provide additional agent training
  • Long handle times: Review conversation efficiency, update canned messages
  • Low CSAT in specific queue: Investigate root cause, adjust staffing
  • High abandon rates: Add agents during peak hours
  • SLA breaches by time of day: Adjust shift schedules

Data-Driven Decisions​

Leverage analytics for:

  • Capacity Planning: Forecast staffing needs based on trends
  • Training Needs: Identify skill gaps from performance data
  • Process Optimization: Find bottlenecks in conversation flow
  • Customer Experience: Improve based on CSAT feedback themes