Labels Performance Reports – Track Conversations & Response Metrics | ChatMaxima
Understanding the Labels Report
1. What is the purpose of the Labels section in Reports?
The Labels section helps you analyze the performance of conversations categorized under specific labels. It allows you to track how different types of conversations (based on labels) perform over time.
2. What metrics are included in the Labels report?
The Labels report contains six performance metrics:
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Conversations
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Incoming Messages
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Outgoing Messages
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First Response Time
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Resolution Time
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Resolution Count
Each metric is represented with a bar chart for visual trend analysis.
3. How do I view reports for a specific label?
Use the Label dropdown at the top of the page to select a particular label. Then, choose the desired date range to view all activity and performance data for that label.
Understanding Each Metric
4. What does the “Conversations” report show?
This chart displays the number of conversations categorized under the selected label within the chosen date range. It helps understand how often that label is applied.
5. What does the “Incoming Messages” report show?
This report indicates the total number of incoming messages within conversations tagged with the selected label. It shows how much inbound communication occurs under that label.
6. What does the “Outgoing Messages” report show?
This metric shows the total number of outgoing messages sent by agents or bots within conversations that carry the selected label. It helps measure response activity for that label.
7. What does the “First Response Time” report represent?
First Response Time displays how long, on average, it takes to send the first reply after receiving a customer message in conversations tagged with that label.
8. What does the “Resolution Time” report represent?
This chart shows the average time taken to resolve or close conversations under the selected label. It indicates how efficiently labeled conversations are being handled.
9. What does the “Resolution Count” report represent?
Resolution Count shows the total number of resolved conversations associated with that label during the chosen time period.
Analyzing and Using the Data
10. Are all label metrics displayed as bar charts?
Yes. Each of the six metrics — Conversations, Incoming Messages, Outgoing Messages, First Response Time, Resolution Time, and Resolution Count — is displayed as a bar chart for easy visual analysis.
11. Can I compare multiple labels at once?
Currently, you can view data for one label at a time. You can, however, switch between labels to compare performance manually.
12. Why are some charts showing “0” or no data?
If a chart shows “0” values, it means there were no conversations or message activity under that label for the selected date range.
13. Can I hover over the bars to see detailed data?
Yes. Hovering over each bar displays exact numerical values and other relevant details for that metric.
14. How often are label reports updated?
Reports update in real time, ensuring your data reflects the most recent conversations and resolutions under each label.
Troubleshooting & General Queries
15. Why isn’t any data showing for a label?
Check that:
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The label has been applied to conversations during the selected date range.
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You’ve selected the correct label from the dropdown.
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You have permission to view Reports data.
16. Are deleted or archived conversations included in the report?
No. Deleted or archived conversations are excluded to maintain accurate reporting metrics.
17. Can I export or download label-based reports?
Currently, reports can only be viewed within the dashboard. Export options may be introduced in future updates.
18. Do label reports include both bot and human conversations?
Yes. The data includes both bot and agent-handled conversations that have the selected label applied.
19. Are time-based metrics shown in my local timezone?
Yes. All time-related metrics such as response and resolution time are displayed according to your account timezone settings.