The Volume report is one of the most useful reports in Re:amaze for measuring your team's customer service performance. Here are the metrics it includes.
Time-based metrics
- In Time Range: The number of incoming conversations based on the time frame, channels, and tags selected in your filters.
- This Month: The number of incoming conversations in the current month.
- This Week: The number of incoming conversations in the current week.
- Today: The number of incoming conversations today.
- Last 30 Days: The number of incoming conversations over the past 30 days.
- Last Month: The number of incoming conversations last month.
- Last Week: The number of incoming conversations last week.
- Yesterday: The number of conversations received yesterday.
Conversation status metrics
- Resolved: The number of conversations your team has resolved within the selected time frame, channels, and tags.
- Unresolved: The number of conversations still in an unresolved state during the selected time frame.
- Archived: The number of conversations archived during the selected time frame.
- Unhandled: The number of conversations that are both unassigned to a staff member and unresolved. This metric helps you identify how many conversations may be falling through the cracks.
Daily volume trend graph
The daily volume trend graph provides a visual overview of volume peaks and dips during the selected time frame. Hovering over each day marker shows how many incoming conversations were received that day. This can help you identify days when additional support coverage may be needed.
Volume by weekday and hour graph
This hotspot graph visualizes customer service activity by day of the week and hour of the day, helping you identify peak support periods within your selected time frame.
Download the report
You can download the current report as a CSV file by selecting Download Raw Data in CSV Format at the bottom of the report page.
What went wrong? (Optional)