Reports

Analyze metrics and performance of your service in Interflow.

Overview

The Interflow Reports module offers detailed analysis of service, customers, team, and appointments. Use data to make informed decisions and continuously improve your operation.

Accessing Reports

1. In the main menu, click Reports ()
2. Select the desired report type
3. Configure period and criteria filters
4. View or export data

Service Reports

Analysis of customer service performance.

Available Metrics

Metric	Description
Average response time	Time to first response
Average resolution time	Time to resolve service
Resolution rate	% of successfully resolved services
Service volume	Quantity per period
Customer satisfaction	Average rating

Filters

• Period: Start and end date
• Team: Filter by specific team
• Agent: Filter by agent
• Channel: WhatsApp, Instagram, Email, etc.
• Status: Resolved, pending, in progress

Visualizations

• Line charts: Evolution over time
• Bar charts: Comparison between periods/teams
• Pie charts: Distribution by category
• Tables: Detailed exportable data

Advanced Customer Reports

Report generator with custom groupings and subdivisions.

How to Create

1. In Customers → click "Advanced Reports"
2. Click "New Configuration"
3. Follow the 5-step wizard:

Step 1: Data Upload

• Upload JSON (export from customer list)
• System reads data structure

Step 2: Configure Groupings

• Select fields to group by (e.g., Source, Status)
• Define grouping hierarchy

Step 3: Configure Total Column

• Choose how to calculate total
• Options: count, sum, average

Step 4: Configure Subdivisions

• Add subdivisions (e.g., reasons for not buying)
• Configure classification criteria

Step 5: Review and Save

• See report preview
• Name the configuration
• Save for reuse

Features

Feature	Description
Smart normalization	Unifies text variations (e.g., "NY", "New York")
Real-time preview	See result while configuring
CSV export	Download for Excel/Sheets
Saved templates	Reuse configurations

Message Volume Reports

Track team productivity with message volume data by agent and by team.

Report	Description
Volume by Agent	How many messages each agent sent in the period
Volume by Team	How many messages each team sent in the period

Both reports offer flexible period selection, bar or line chart, filter by agent/team, and professional printing.

Average response time

The team average stays on the dashboard. This report shows each agent's average.

1. Open Reports
2. Choose Average response time
3. Select today, 7 days, 30 days, or a custom range
4. The table lists the name and the average for the period

Only manual replies count. Anyone with no reply in the period is left out. Access matches the other reports: owner, administrator, and manager.

Permissions

Access exclusive to Owners, Administrators, and Managers.

Team Reports

Analyze individual and collective team performance.

Metrics per Agent

Metric	Description
Services performed	Service quantity
Average response time	Response speed
Resolution rate	% success
Satisfaction	Average rating received
Online time	Hours logged in

Team Ranking

View top performers:

• Top agents by volume
• Fastest response
• Best rated by customers

Appointment Reports

Metrics from the schedule module.

Available Metrics

Metric	Description
Total appointments	Quantity in period
Attendance rate	% who showed up
Cancellation rate	% cancelled
No-show rate	% who didn't show
Average service time	Average duration

Analysis

• By service: Which services are most popular
• By professional: Performance of each professional
• By time: Which times have most demand
• By day of week: Busiest days

Data Export

Available Formats

Format	Recommended Use
CSV	Excel, Google Sheets
Excel (.xlsx)	Advanced analysis
PDF	Presentations, printing
JSON	Integrations, APIs

How to Export

1. Configure desired filters
2. Click "Export"
3. Select format
4. Wait for download

For large reports, system generates file in background and sends by email when ready.

Report Scheduling

Receive reports automatically by email.

Configuration

1. Access Reports → Schedules
2. Click "New Schedule"
3. Configure:
   • Report: Which report to send
   • Frequency: Daily, weekly, monthly
   • Recipients: Emails to receive
   • Format: PDF, Excel, etc.
4. Save

Permissions

Who can access reports

Profile	Access
Owner	All reports
Admin	All reports
Manager	Their team's reports
Agent	Personal metrics only

Attention

Agents with visibility restrictions see only filtered data from their teams.

Next Steps

• Schedule - Appointment metrics
• CRM & Customers - Customer reports
• Settings - Report permissions