Service Report
Search human digital services, filtering by custom criteria and exporting complete reports.
The service report is the most comprehensive report of the handover (or Contact Center). In it, we view the services that migrated from the bot to a human agent. With all their information embedded.
Access: Service / Digital Service / Service Report, as shown in the Figure 1:
Figure 1: Service report.
Note above that the screen opens showing a pagination with the most recent recorded services and the following information:
Protocol and contact form information - service protocol more the data captured in the bot's initial contact form (such as name, for example).
Date and Time of services - date and time of the start of the service.
Status - service status. To learn about the types of status click here.
Department - department to which the service was directed. To learn more about the departments registered on the platform click here.
Rating - rating of the service, given by the virtual attendant when the client returns to the bot.
Additionally, we see the icon:
Clicking on it, you access the content of the related service, as shown in Figure 2:
Figure 2: Service Content.
This action serves both for monitoring and for content analysis for sampling services. See in the Figure 2 that it is possible to open the service in the same tab or in another browser.
In the Figure 3 see the actions you can take after accessing the content:
Figure 3: Actions in the Service Content.
Above, what we did was:
Click the icon to download the service, choosing between:
Session Report (the last 24 hours of this client's access on WhatsApp, which may contain multiple services).
This session time is defined by Meta. After twenty-four hours, the service is automatically closed, with status cancelled for inactivity.
Service Report (file containing only the service in question).
Download in PDF or ZIP Format.
Click the gear icon to:
Insert a tag qualifying the service.
View the history, that is, the service timeline.
Filters
The button Filters allows you to refine the view of services based on several parameters, such as period, status, department, channel, user, tag, rating and much more.
It is possible to combine different criteria to generate custom reports according to your need. See in the Figure 4:
Figure 4: Filters.
Besides the basic fields, you can apply filters by service time, waiting time and average response times between client and agent, allowing a more detailed analysis of performance, as we saw above in the Figure 4.
See below the detail of each field:
Figure 5: Filter Fields.
a) Protocol - filter by the service protocol if you want to find a specific service.
By default, the protocols generated on the platform always start with YYYYMMDD and a sequence of numbers, totaling 17 numbers. Example: 20251007092633646.
b) Time Period - filter the report by a time period, starting from the initial date and ending on the final date. You can access data in this report up to five years back.
If you need a longer time, contact us so we can release your legacy data base.
c) Session - filter by the WhatsApp session. It is possible to copy the session of a given service here or here.
d) Status - filter by the status of the services. Learn about each of them here.
e) Department - filter by the department to which the service was transferred. Example: Billing.
f) Users - filter by user and check all services of a given user.
g) Channel - filter by the channel through which the client overflowed to the human service. Example: Facebook, WhatsApp, Telegram, among others.
h) Tag - filter by the tags placed by the agent during the service. These are the service qualifications. Learn more about tags here.
j) Rating - whenever a human service is ended, the client returns to the bot and answers a satisfaction survey about the service.
Filter by this rating, ranging between excellent, good, fair, poor and very poor.
l) Sentiment - filter by the same rating scale, but now with the evaluation made by tato's AI.
m) Contact Form Key - filter by the information provided by the client before the handover. This information varies depending on the flow designed for your company. Example keys: Name, Phone, E-mail.
n) Additional Information - filter by the information added by the agent during the service. Learn more about additional information here.
o) Service Time - filter (in minutes) the services by their duration, choosing among the ranges: Less Than, Less Than or Equal, Greater Than, Greater Than or Equal and Between.
p) Waiting Time - filter (in minutes) the services by the time they waited in the queue to be served, choosing among the ranges: Less Than, Less Than or Equal, Greater Than, Greater Than or Equal and Between.
q) Agent's first response time - filter (in minutes) the services by the time the agent took to make their first interaction, choosing among the ranges: Less Than, Less Than or Equal, Greater Than, Greater Than or Equal and Between.
r) Average response time between client and agent - filter (in minutes) the services by the interaction dynamics between client and agent, choosing among the ranges: Less Than, Less Than or Equal, Greater Than, Greater Than or Equal and Between.
s) Average response time between agent and client - filter (in minutes) the services by the interaction dynamics between agent and client, choosing among the ranges: Less Than, Less Than or Equal, Greater Than, Greater Than or Equal and Between.
After defining your search filter and seeing the result return on screen, how about exporting the report to your email?
Export Reports
With the button Export, you can generate reports in two formats: CSV or PDF. See in the Figure 4:
Figure 4: Export Reports.
Note above that it is also possible to:
a) Export the Service Report - choosing this option, you export the report based on the agent who completed the filtered services.
b) Export the Services' history Report - choosing this option you export the report with the history of the services: who started the service, who transferred it, who received the transfer and who concluded it.
c) In addition to including forms or additional information in columns, if desired.
Service chart
After applying filters, the system displays a chart with the total number of services, segmented by status (Completed, Cancelled for Inactivity, Started, Client does not respond).
This visualization makes it easier to identify patterns and analyze the performance of the service team. See in the Figure 6:
Figure 6: Service chart.
Service statuses
The service status is a filter information present in several digital reports. Learn about each of them:
a) Select All: shows all services, regardless of status.
b) Inertia: is an initial point of the service, an internal state, for advanced filters.
c) Waiting for service: filters only the services that are waiting in the queue to be served.
d) Started: filters only services in progress at the time of the filter.
e) Cancelled: filters the services cancelled by the manager with special permission to do so during service handling in the report.
f) Completed: filters only the services successfully finished.
g) Transferred: filters only the services forwarded to another user or department.
h) Cancelled by the Client: status that existed when the client, in service in the Webchat, pressed F5 or closed the service window.
i) Cancelled for Inactivity: filters only the services automatically cancelled by Meta (WhatsApp) after 24 hours.
j) Cancelled by the Client Service in Progress: status that existed when the client, in service in the Webchat, pressed F5 or closed the service window.
l) Client does not Respond: filters only services closed by the agent due to lack of interaction with the client. More details here.
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