Reports Module
The Reports module serves as the central business intelligence and analytics hub of Supsis AI, enabling organizations to evaluate customer communication volumes, agent performance KPIs, communication channel efficiency, and service quality metrics. Conversation volumes, first-response times, ticket resolution speeds, customer satisfaction ratings (CSAT), and advertising conversion stats can all be tracked in real time.
1- Reports Management Interface
1.a- General Reports Overview
Click Reports in the main left sidebar navigation to access executive dashboards, interactive visual charts, and detailed operational metrics.
2- Scope of the Reports Module
| Scope | Description | Analytical Value |
|---|---|---|
| Interaction Analytics | Total chat volumes, inbound traffic trends, and peak hour distribution | Staffing and shift optimization |
| Agent Performance | First response time, average handle duration, and resolution percentage | Objective team KPI evaluations |
| Channel Breakdown | Traffic comparison across WhatsApp, Instagram, Live Chat, and Email | Channel ROI assessment |
| Customer Satisfaction | CSAT survey scores, star ratings, and textual feedback | Enhancing service quality |
| Data Export | Exporting customized analytics into Excel/CSV spreadsheets | Executive reporting and compliance |
3- Subsections and Guides
-
Report Types
1.a- Detailed report categories covering chats, tickets, agents, channels, and tags.
1.b- Understanding the metrics, calculation formulas, and graphic representations of each report. -
Report Menu Content
2.a- Selecting reporting periods (today, this week, past 30 days, or custom calendar ranges).
2.b- Applying granular filters, toggling chart/table formats, and exporting raw datasets.
Real-Time Data Processing
Reports in Supsis AI update dynamically in real time. Resolved conversations and submitted customer satisfaction scores appear on dashboard charts within seconds.