To get a complete overview of your operation, Papo (https://papo.global/) centralizes all metrics in the Reports module, which is divided into sections to analyze conversation performance, agent performance, and sales results. This structure allows managers to quickly identify areas for improvement, monitor team productivity, and track return on investment in real-time.
Measuring performance is fundamental for any customer service and sales operation. Without clear data, it's impossible to know what's working and where the bottlenecks are. Papo's reports hub is designed to transform raw data into actionable insights, offering a panoramic and detailed view of your business.
This article serves as a map to help you navigate the different reports available on the platform, understanding what each one measures and how to use them to make smarter decisions.
A map of your data: What each report measures
To simplify analysis, Papo organizes metrics into three main pillars. Each pillar answers a set of crucial questions about your operation.
| Report Pillar | Questions it answers | Key Metrics |
|---|---|---|
| Conversation Reports | What is the volume of interactions? Which channels are most used? What is the response time? | Message volume, average response time, conversations per channel, peak service times. |
| Agent Reports | Who are the most productive agents? How is customer satisfaction (CSAT)? Is the SLA being met? | Conversations resolved per agent, performance ranking, CSAT scores, first response time. |
| Sales Reports (CRM) | How many sales were closed? What is the total value of won deals? How is the funnel performing? | Number of conversions, total value in "Won" deals, distribution of deals by funnel stage. |
How to analyze each type of report
Let's detail what you'll find in each section of the Reports module and how to interpret this information.
1. Conversation Reports: The pulse of your operation
This section offers a macro view of your service flow. It's where you understand your team's demand and capacity.
- Service Volume: Graphs show the total number of messages and conversations over selectable periods (today, last 7 days, 30 days). This helps identify seasonal patterns, demand peaks, and the need to allocate more agents during specific hours.
- Average Response Time: One of the most important metrics for customer satisfaction. Monitor this indicator to ensure your team is responding to customers promptly. An increase in response time can indicate team overload or inefficient processes.
- Performance by Channel: Discover which channel (WhatsApp, Instagram, Email, etc.) generates the most interactions. This information is vital for directing your marketing efforts and optimizing the configuration of each inbox.
2. Agent Reports: Individual and team performance
Understanding the productivity of each team member is essential for effective management. This section allows you to evaluate performance fairly and based on data.
- Agent Ranking: See a list of agents ranked by the number of conversations resolved and by compliance with the Service Level Agreement (SLA). This helps identify top performers (who can share best practices) and those who may need additional training.
- Customer Satisfaction Reports (CSAT): Papo allows you to send satisfaction surveys after a conversation is finalized. Here, you can see the scores received by each agent, the overall average, and customer comments, providing direct feedback on service quality.
- AI Metrics: If you use Papo's AI agents, you will also find specific reports on their performance, such as the number of messages sent, successful automated interactions, and which conversations were transferred to a human.
3. Sales Reports (CRM): Connecting service and revenue
For businesses that use Papo for sales, this section is the barometer of commercial success. Data is extracted directly from your sales funnel (Kanban).
- Conversions and Wins: Track the number of deals moved to the "Won" column in your Kanban and the total value these sales represent. It's the ultimate metric for measuring the ROI of your conversational sales operation.
- Funnel Analysis: Visualize how many leads are in each stage of your sales funnel. This helps identify bottlenecks, such as too many deals stuck in the "Proposal" stage or a low conversion rate from "New Lead" to "In Service."
- Performance by Funnel: If you have multiple sales funnels (e.g., one for B2B and another for B2C), you can analyze the performance of each separately.
Frequently Asked Questions
What is the difference between reports and the inbox summary?
The inbox summary ("Open," "Pending") offers a real-time view of immediate operational status, ideal for day-to-day management. The Reports module, on the other hand, provides historical and aggregated analysis, allowing you to identify trends, compare periods, and evaluate long-term strategic performance.
What is CSAT and where can I find this report?
CSAT (Customer Satisfaction Score) is a metric that measures customer satisfaction with the service received. In Papo, CSAT reports are found in the agent performance section, showing the scores (usually 1 to 5) that customers gave after a conversation was resolved.
How often are report data updated?
The main KPIs (Key Performance Indicators) in the report dashboards are updated in real-time, providing an accurate and up-to-date view of your operation at any time.
Can I filter reports by a specific period?
Yes. Most reports allow you to select a time period for analysis, such as "Today," "Last 7 days," "Last 30 days," or a custom date range. This is essential for comparing performance over time.
Is it possible to create custom reports?
Papo offers a range of filters and segmentations within existing reports, such as filtering by channel, agent, or period. For highly specific reporting needs or integrations with external BI tools, details about available functionalities can be found in the platform's API documentation.
Where can I see the total value of sales closed in the month?
You can find this information in the Sales Reports (CRM). By filtering for the desired period, the platform will display the total value of cards that were moved to the "Won" column in your Kanban funnel.
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