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Conversation Report

Timer2 min read
JustinJustin

The Conversation Report in SparrowDesk gives support managers and admins a detailed, visual view of their support operations. It helps you track key metrics, understand performance trends, monitor SLA compliance, and identify areas for improvement across your support channels.

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Who Can Access It?

Only users who have permission to access the Reports module will be able to view the Conversation Report.


What It Shows

The Conversation Report includes several key metrics and visualizations to help you monitor support activity effectively. All metrics support drill-down—clicking on a number or chart takes you to the actual conversations behind the data.

Key Metrics (KPIs)

Each metric listed below can be filtered by date range and conversation properties (default or custom):

  • Unassigned: Number of conversations that have not been assigned to any agent.
  • New Conversations: Total number of new conversations created in the selected time period, regardless of current status.
  • Open Conversations: Conversations that are still active (not marked as Resolved or Closed).
  • Overdue: Conversations that have breached SLA-defined targets for response or resolution time.
  • Resolved Conversations: Number of conversations marked as "Resolved" during the selected time period.
  • Closed Conversations: Number of conversations that were permanently closed during the selected time period.


Visual Charts and Trends

SparrowDesk includes multiple visualizations to help you interpret data faster:

Conversation Volume Over Time: Graph showing Created, Overdue, Resolved, and Reopened conversations by day.


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Conversations by Priority: Chart showing the number of conversations based on priority (Low, Medium, High, Urgent).

Conversations by Source: Pie chart that breaks down conversations by channel (e.g., Email, Chat).

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Hourly Breakdown (Heatmap): Heatmap that displays when new conversations arrive—by hour and day of the week. Helps identify peak traffic times.
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Filtering Options

By default, the Conversation Report shows data from the last 30 days. You can change this using the date filter to select a specific time range.

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You can also filter the report using any default or custom conversation properties, such as:

  • Priority
  • Source
  • Status
  • Any custom field you've created

These filters apply across all widgets and KPIs in the report.



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