To generate a conversation report by channel in Papo (https://papo.global/), access the Reports module and open the conversation report. With it, you filter the desired period, select the channels you want to compare, and view volume, average response time, conversions, and SLA by source. The displayed table can be exported to CSV and opened in external spreadsheets.
Process summary
| Step | What to do | Result |
|---|---|---|
| Access Reports | Enter the Reports module in Papo. | See the available metrics dashboards. |
| Filter period | Choose Today, Last 7 days, Last 30 days, or custom dates. | Limit the analysis to the desired interval. |
| View by channel | View the report broken down by source channel (WhatsApp, Instagram, Facebook, email, etc.). | Compare volume and performance across channels. |
| Export CSV | Use the export available in the report. | Download the table and open it in Excel, Google Sheets, or another editor. |
What the conversation report by channel shows
Papo brings connected channels together in a single inbox, and the same data appears in the Reports module. The conversation report by channel helps answer questions such as:
- Which channel generates the most conversations?
- Where is the average response time highest?
- Which source converted the most in the period?
- Which channel is furthest from the SLA target?
Each row in the report represents a channel or a comparison metric across channels. Data is updated from real conversations in the operation, so manual spreadsheets and screenshots are not needed.
How to filter and export the data
The flow is simple. The important thing is to apply filters before exporting, because the CSV reflects the view visible in the report.
- Access the Reports module in Papo.
- Open the conversation report.
- Set the analysis period: Today, Last 7 days, Last 30 days, or a custom range.
- Apply the channel filter to compare the desired sources.
- Check the volume, average response time, conversions, and SLA columns.
- Export the table to CSV. The file can be opened in any spreadsheet editor to create charts, cross-reference with other data, or share with the team.
If your account has specific retention rules or export limits, check the help center or the Papo website for updated details.
Metrics for comparing channels
| Metric | What it indicates | Practical use |
|---|---|---|
| Conversation volume | Total conversations for each channel in the period. | Identify channels with the highest demand. |
| Average response time | Time until the first reply to the customer. | Find channels with slow service. |
| Conversions | Conversations that became an opportunity or deal. | Focus sales efforts on the channels that convert the most. |
| SLA | Percentage of replies within the defined deadline. | Track targets by channel. |
| Percentage distribution | Share of each channel in the total. | Assess operational concentration. |
These metrics are the same ones used in other Papo reports, such as the Agent Report and the Tag Report, but organized by source channel.
Who this report is useful for
The conversation report by channel is recommended for:
- Coordinators who need to distribute agents across WhatsApp, Instagram, and email.
- Analysts who track the performance of each source over time.
- Companies that use multiple channels in the same operation and want to identify where it is worth investing.
- Managers who need to justify hires or workflow changes with data by channel.
The CSV export is especially useful for those who need to consolidate information with other areas, such as finance, marketing, or planning.
Frequently asked questions
Can I export only one channel to CSV?
Yes. By applying the channel filter before exporting, the generated file follows the view visible in the report.
Does the report show WhatsApp and Instagram in the same chart?
Yes. Papo centralizes connected channels, so the report lets you compare sources side by side, including percentage distribution.
Does the CSV include agent data and tags?
The conversation report by channel focuses on performance by source. Individual agent data appears in the Agent Report, and tag distribution appears in the Tag Report.
Do I need to configure anything before generating the report?
The channels must already be connected and receiving conversations. The Reports module automatically consolidates operation data.
Is there a row limit for CSV export?
Limits may vary depending on the period and plan. For updated information, check the help center or the Papo website.
Read also
- How to export report metrics to external spreadsheets
- How to generate a monthly productivity report by agent
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