Reports included by plan
The Re:amaze Basic Plan includes:
- Volume Report
- Channel Summary Report
- Response Time Report
- First Response Resolve Rate Report
- Average Thread Size Report.
- Shopify Attributed Orders Report (only if you have a Shopify store connected)
The Re:amaze Pro Plan includes all Basic reporting, plus:
- Appreciations Report
- Satisfaction Ratings Report
- Response Template Usage Report
- Tags Report
- Workflow Report
- Outbound Report
- Bot Processed Report
The Re:amaze Plus Plan includes both standard and advanced reporting, plus:
- Staff Summary Report
- Individual Staff Reports
What each report means
Overview report
The Volume report shows a summary and detailed breakdown of incoming customer support requests, giving you a clear picture of how much support activity is occurring over a given period.
Volume report
The Volume report shows a summary and detailed breakdown of incoming customer support requests, giving you a clear picture of how much support activity is occurring over a given period.
Channel Summary report
The Channel Summary report shows overall channel performance metrics by individual brand or across all brands. For each channel, you can see the number of responses, conversations resolved, appreciations collected, and average response times. This report is primarily used for high-level health monitoring of your channels.
Response Time report
The Response Time report shows how quickly your team is getting back to customers. It surfaces both strong performance and deficiencies in response speed. For details on how response times are calculated, see this article.
First Response Resolve Rate report
The First Response Resolve Rate measures how often your team resolves a customer's issue in a single reply rather than multiple back-and-forth messages. It is a quality metric that reflects the effectiveness of your team's responses.
Average Thread Size report
The Average Thread Size report shows the average number of messages within a conversation thread. A high thread size can indicate that an issue is difficult to resolve or that agents are not providing sufficiently complete responses.
Appreciations report
The Appreciations report shows which staff replies are being liked or appreciated by customers. It provides a useful signal for identifying which types of responses resonate and which may need improvement.
Satisfaction Ratings report
The Satisfaction Ratings report shows the average ratings your team receives based on automated surveys sent to customers after a conversation is resolved. It also displays the distribution of ratings and any comments left on the survey.
Response Template Usage report
The Response Template Usage report tracks how often each template is being used. This can reveal which customer issues come up most frequently and may highlight opportunities to improve your product, service, or documentation.
Tags report
The Tags report tracks which tags are being applied to conversations most often. If your team is consistent about tagging conversations, this report can help identify which issues or topics occur most frequently.
Workflow report
The Workflow report shows metrics for your automated workflows, including how many times each workflow was triggered. This helps you evaluate whether your automations are running as expected.
Outbound report
The Outbound report tracks messages your team is proactively sending to customers, including volume and recent message activity.
Attributed Orders report
The Attributed Orders report ties customer conversations to new orders placed by those same customers. It is not designed to prove that a specific message caused a specific purchase. Rather, it provides a broad view of how customer service interactions correlate with revenue. For full details, see this article.
Staff Summary report
The Staff Summary report provides an overview of your entire team's performance, including at-a-glance metrics per agent such as total responses, responses within the selected time frame, appreciations, and average response times. For details on how staff response times are calculated, see this article.
Individual Staff reports
The Individual Staff reports provide a more detailed breakdown of individual agent performance, including conversations resolved, messages per day, and recent messages sent. For details on how staff response times are calculated, see this article.
Important notes on metrics
Most Re:amaze reports can be filtered by brand, channel, tag, and time frame. An important distinction to keep in mind is that conversation metrics are attributed to the time the conversation was created, while message metrics are aggregated across all messages in the thread.
For example, if a customer writes in on December 9, a team member responds and archives the conversation on December 10, and the customer reopens it on December 11 after which the team member archives it again, the archive count for that conversation is 1 and it is attributed to December 9. This is because December 9 is when the customer first reached out, and this approach prevents double-counting.
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