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Hilos provides insightful reports to understand your team’s conversations in the Inbox. Here is a brief summary of how to use hilos so that these reports are as engaging and useful as possible:
  • Use Conversation Tags: These are utilized to classify individual conversations and later measure metrics such as the number of Support versus Sales conversations.
  • Close conversations (either manually or automatically) to ensure conversations do not remain open for longer than necessary.
  • Choose the correct report based on your requirement: whether you want to look at a general summary, delve into team performance (reports by agent), analyze conversation reasons (reports by tag), or access raw data (detail).
In the left nav bar, there are four types of reports: Reports navigation

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Summary

This serves to provide a general idea of the state of your team’s conversations. It includes:
  • Conversations in period
  • Messages in period
  • Conversations by source
  • Metrics in charts
  • Summary of Inbox & Inbound conversations (weekly)
  • Summary of Inbox & Inbound conversations (daily)
Metrics in charts

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By Agent

This is useful for comparing usage among different agents. It includes:
  • Conversations per Agent
  • Messages per Agent
  • Metrics in charts (grouped by agent)
  • Inbox Summary (by agent)

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By Tag

This helps compare the most common reasons for contact. It is generated based on the conversation tags information. It includes:
  • Conversations by Tag
  • Metrics in charts (grouped by tag)
  • Inbox Summary (by tag)

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Detail Inbox (individual conversations)

This provides a comprehensive list of conversations that have occurred during the selected period. You can apply various filters to these reports including date, Contact tags, Conversation tags, Agent and In working hours.