1. Application

The overview report gives you a quick and comprehensive view of the activities taking place in the application.

The overview report includes the following items:

1.1. You can choose to view an overview report for the entire application or members.

1.2. The set of indicators includes:

• Number of members online in the application;

• Conversation reports;

• Response speed, conversation resolution: you can view report details by date through the time filter as shown below.

1.3. Tickets index set

Ticket is a feature that serves units with services related to warranty, repair or activities where employees need to go to the field.

Tickets are divided into 2 types:

• Tickets: Large tasks are created that employees need to complete.

• Child Ticket: These are small tasks inside the Ticket. You must complete the child tickets to be able to complete the larger ticket.

In this overview, you can see how many tasks you have completed and how many tasks you need to handle or have not been processed, thereby ensuring progress and helping you not miss out. its duties.

1.4. Call reporting metrics

If you have a call center integration on Oncustomer, you can also get an overview of how many calls have been made, how many missed calls have been made according to the time period you desire through the time filter as shown in image below.

1.5. Customer distribution: Helps you track the number of customers distributed by geographical location.

1.6. Customers by channel: Track customers interacting with your app using different channels.

This is one of the useful indicators for your advertising campaigns.

Note: The overview report is only displayed for channels to which the application is connected.

1.7. Number of customers over time: Report the number of customers interacting with the application over time, with a comparison of today and 7 days ago so you can understand changes.

1.8. Number of new/returning customers: Shows customers accessing the website, distinguishing between new customers and returning customers within the past 1 month.

1.9. Number of conversations over time: Shows the amount of conversations that arise over time, with a comparison of today and 7 days ago so you can see the difference.

1.10. Satisfied customers: Shows customers' assessment of their level of satisfaction when interacting with staff in the system. This index will help you make an assessment of the quality of your unit's customer service activities, thereby making appropriate changes.

With the initial Application screen, you can get an overview of many reporting indicators, and get an overview of the activities taking place on the system in real time. To see detailed reports, see section VII. Report.