Report Conversation is part of the Reports module in Layanika that displays data and analytics related to communication activities between customers and agents.
a. Conversation Overview #
Conversation Overview is a summary view that presents key data related to conversation activity within a specific period on the Layanika platform.
b. Conversation Opened #
Conversation Opened refers to conversations between customers and agents that are still active and have not yet been resolved in the Layanika system.
c. Conversation Closed #
Conversation Closed refers to conversations between customers and agents that have been handled and no longer require further action.
d. Conversation List #
Conversation List is a view that displays all conversations between customers and agents in a list format within the Layanika Live Chat module.
The following information is displayed in the table:
| Colom | Description |
|---|---|
| Closed Times | The time when the conversation was closed or resolved |
| Close By | The name of the user (agent) who closed the conversation |
| Opened Time | The time when the conversation was first initiated |
| Opened by Channel | Channels connected with customers (e.g., WhatsApp, Telegram, Instagram, Facebook Messenger, Webchat) |
| Conversation ID | A unique ID for each conversation |
| Contact ID | A unique ID for each contact/customer |
| Contact Name | Contact name or customer identity |
