Viewing the Inquiry Report

Inquiry Report lets your monitor Visitor Inquiries in your Service Account with filters, such as:

  • Date
  • Inquiry Source
  • Inquiry Details
  • Staff List

To view the Inquiry Report, from the navigation menu, go to Report > Inquiry Report.

Overview

The following inquiry metrics display in individual block panels arranged in a row and also in an interactive bar chart.

  • Total Inquiry
  • Ongoing Inquiry
  • Missed Inquiry
  • Reopened Inquiry
  • Closed Inquiry

The data showing in the graph is on average per hour for 1 and 2 days filter and per day for more than two days filter.

Below sample images are examples to illustrate each panel and the data on average per hour and day.

Illustration 1

Report Filtered By date - Today and Call and Chat Inquiry

Inquiry Overview Example 1

  • Total Inquiry
    The Total Inquiry block panel displays the total visitor inquiries made for a given period.
    In Example 1, the total inquiries for call and chat of all tags and all staff are 791 for today's period.

  • Ongoing Inquiry
    The Ongoing Inquiry block panel displays the current in-progress calls handled in which the destination endpoint could be by staff using the maaiiconnect Dashboard or App, PSTN Phone or SIP Trunk.
    In Example 1, the average ongoing inquiry for call and chat of all tags and all staff is 5 per hour.

  • Missed Inquiry
    The Missed Inquiry block panel displays the inquiries missed by the staff.
    In Example 1, the average missed inquiry for call and chat of all tags, and all staff is 5 per hour.

  • Reopened Inquiry
    The Reopened Inquiry block panel displays the number of inquiries that the staff followed up by calling back the visitor from the missed inquiries list.
    In Example 1, the average reopened inquiry for call and chat of all tags, and all staff is 0 per hour.

  • Closed Inquiries
    The Closed Inquiry block panel displays the number of inquiries successfully resolved and closed by the staff.
    In the Example 1 screenshot, the average closed inquiry for call and chat of all tags and all staff is 23 per hour.

Illustration 2

Report Filtered By date - Dec-01-2019 to Dec-07-2019 and Call Inquiry only

Inquiry Overview Example 2

  • Total Inquiry
    In Example 2, the total inquiries for the call of all tags and all staff are 5,861 in 7 days period.

  • Ongoing Inquiry
    In Example 2, the average ongoing inquiry for the call of all tags and all staff is 123 per day in 7 days period.

  • Missed Inquiry
    In Example 2, the average missed inquiry for the call of all tags, and all staff is 111 per day in 7 days period.

  • Reopened Inquiry
    In Example 2, the average reopened inquiry for the call of all tags, and all staff is 1 per day in 7 days period.

  • Closed Inquiries
    In Example 2, the average closed inquiry for the call of all tags and all staff is 603 per day in 7 days period.

Inquiry Detail Report

The Inquiry Detail Report interface displays consolidated inquiry details that include:

Created Date & Time: the date and time when an inquiry created
Staff Name: staff who handle the inquiry

Visitor: visitor name (if visitor form is enabled) or IP Address (if visitor form is disabled)
Tag: tag name where the inquiry came from
Source: whether the inquiry is from web widget or phone call
Language: language selected by the visitor
Location: country location of the visitor

Closed Date & Time: the date and time when an inquiry closed

Detail: a link when click, the chat conversation will be displayed into another page

Inquiry Detail Report

Chat History stored as a reference for the conversation made by the staff and visitor, including the call log.

Advanced Search

Use the Advanced Search to filter further the records of Inquiry Detail Report by:

  • Created Date
  • Closed Date
  • Source
  • Visitor Language
  • Visitor Location

Inquiry Detail Report - Advanced Search

Inquiry Flow and Status

Refer to Inquiry Overview section of this Guide for the Inquiry Flow and Status definition.

Updated 25 days ago



Viewing the Inquiry Report


Suggested Edits are limited on API Reference Pages

You can only suggest edits to Markdown body content, but not to the API spec.