feat: Update reports doc pages (#443)

chatwoot · Sep 19, 2023 · 6957ded · 6957ded
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diff --git a/config/sidebar/product.js b/config/sidebar/product.js
@@ -114,14 +114,9 @@ module.exports = [
       "user-guide/features/multilingual-support",
       {
         Reports: [
-          "user-guide/features/reports/concepts",
           "user-guide/features/reports/overview",
-          "user-guide/features/reports/conversation",
           "user-guide/features/reports/csat",
-          "user-guide/features/reports/agent",
-          "user-guide/features/reports/label",
-          "user-guide/features/reports/inbox",
-          "user-guide/features/reports/team",
+          "user-guide/features/reports/others",
         ],
       },
       "user-guide/conversation-workflow",

diff --git a/docs/product.md b/docs/product.md
@@ -36,7 +36,7 @@ In this user guide, we’ve explained the features, capabilities, modes of opera
 - [Folders](/docs/user-guide/features/folders)
 - [Keyboard Shortcuts](/docs/user-guide/features/keyboard-shortcuts)
 - [Multilingual Support](/docs/user-guide/features/multilingual-support)
-- [Reports](/docs/user-guide/features/reports/concepts)
+- [Reports](/docs/user-guide/features/reports/overview)
 - [Segments](/docs/user-guide/features/segments)
 - [Pre Chat Form](/docs/user-guide/features/pre-chat-form)
 - [Template Variables](/docs/user-guide/features/template-variables)

diff --git a/docs/user-guide/features/images/reports/agent-reports.png b/docs/user-guide/features/images/reports/agent-reports.png
diff --git a/docs/user-guide/features/images/reports/agent_status.png b/docs/user-guide/features/images/reports/agent_status.png
diff --git a/docs/user-guide/features/images/reports/business_hours_configuration.png b/docs/user-guide/features/images/reports/business_hours_configuration.png
diff --git a/docs/user-guide/features/images/reports/conversation_by_agents.png b/docs/user-guide/features/images/reports/conversation_by_agents.png
diff --git a/docs/user-guide/features/images/reports/conversation_duration.png b/docs/user-guide/features/images/reports/conversation_duration.png
diff --git a/docs/user-guide/features/images/reports/conversation_message_received.png b/docs/user-guide/features/images/reports/conversation_message_received.png
diff --git a/docs/user-guide/features/images/reports/conversation_message_sent.png b/docs/user-guide/features/images/reports/conversation_message_sent.png
diff --git a/docs/user-guide/features/images/reports/conversation_metrics.png b/docs/user-guide/features/images/reports/conversation_metrics.png
diff --git a/docs/user-guide/features/images/reports/conversation_reports.png b/docs/user-guide/features/images/reports/conversation_reports.png
diff --git a/docs/user-guide/features/images/reports/conversation_reports_business_hours.png b/docs/user-guide/features/images/reports/conversation_reports_business_hours.png
diff --git a/docs/user-guide/features/images/reports/conversation_resolution_count.png b/docs/user-guide/features/images/reports/conversation_resolution_count.png
diff --git a/docs/user-guide/features/images/reports/conversation_resolution_time.png b/docs/user-guide/features/images/reports/conversation_resolution_time.png
diff --git a/docs/user-guide/features/images/reports/conversation_traffic.png b/docs/user-guide/features/images/reports/conversation_traffic.png
diff --git a/docs/user-guide/features/images/reports/conversation_trends.png b/docs/user-guide/features/images/reports/conversation_trends.png
diff --git a/docs/user-guide/features/images/reports/csat2.png b/docs/user-guide/features/images/reports/csat2.png
diff --git a/docs/user-guide/features/images/reports/csat_agent_filter.png b/docs/user-guide/features/images/reports/csat_agent_filter.png
diff --git a/docs/user-guide/features/images/reports/csat_agents.png b/docs/user-guide/features/images/reports/csat_agents.png
diff --git a/docs/user-guide/features/images/reports/csat_duration.png b/docs/user-guide/features/images/reports/csat_duration.png
diff --git a/docs/user-guide/features/images/reports/csat_emoji_scale.png b/docs/user-guide/features/images/reports/csat_emoji_scale.png
diff --git a/docs/user-guide/features/images/reports/csat_feedback.png b/docs/user-guide/features/images/reports/csat_feedback.png
diff --git a/docs/user-guide/features/images/reports/csat_metrics.png b/docs/user-guide/features/images/reports/csat_metrics.png
diff --git a/docs/user-guide/features/images/reports/csat_reports.png b/docs/user-guide/features/images/reports/csat_reports.png
diff --git a/docs/user-guide/features/images/reports/csat_response_details.png b/docs/user-guide/features/images/reports/csat_response_details.png
diff --git a/docs/user-guide/features/images/reports/custom_reports_grouping.png b/docs/user-guide/features/images/reports/custom_reports_grouping.png
diff --git a/docs/user-guide/features/images/reports/customer_waiting_time.png b/docs/user-guide/features/images/reports/customer_waiting_time.png
diff --git a/docs/user-guide/features/images/reports/first_response_time.png b/docs/user-guide/features/images/reports/first_response_time.png
diff --git a/docs/user-guide/features/images/reports/grouping_by_day_week.png b/docs/user-guide/features/images/reports/grouping_by_day_week.png
diff --git a/docs/user-guide/features/images/reports/how_to_open_reports.png b/docs/user-guide/features/images/reports/how_to_open_reports.png
diff --git a/docs/user-guide/features/images/reports/inbox-reports.png b/docs/user-guide/features/images/reports/inbox-reports.png
diff --git a/docs/user-guide/features/images/reports/label-reports.png b/docs/user-guide/features/images/reports/label-reports.png
diff --git a/docs/user-guide/features/images/reports/live_agent_load.png b/docs/user-guide/features/images/reports/live_agent_load.png
diff --git a/docs/user-guide/features/images/reports/metric_trend.gif b/docs/user-guide/features/images/reports/metric_trend.gif
diff --git a/docs/user-guide/features/images/reports/overview-reports.png b/docs/user-guide/features/images/reports/overview-reports.png
diff --git a/docs/user-guide/features/images/reports/realtime_metrics.png b/docs/user-guide/features/images/reports/realtime_metrics.png
diff --git a/docs/user-guide/features/images/reports/report_group_by_filter.png b/docs/user-guide/features/images/reports/report_group_by_filter.png
diff --git a/docs/user-guide/features/images/reports/reports1.png b/docs/user-guide/features/images/reports/reports1.png
diff --git a/docs/user-guide/features/images/reports/reports10.png b/docs/user-guide/features/images/reports/reports10.png
diff --git a/docs/user-guide/features/images/reports/reports11.png b/docs/user-guide/features/images/reports/reports11.png
diff --git a/docs/user-guide/features/images/reports/reports2.png b/docs/user-guide/features/images/reports/reports2.png
diff --git a/docs/user-guide/features/images/reports/reports3.png b/docs/user-guide/features/images/reports/reports3.png
diff --git a/docs/user-guide/features/images/reports/reports4.png b/docs/user-guide/features/images/reports/reports4.png
diff --git a/docs/user-guide/features/images/reports/reports5.png b/docs/user-guide/features/images/reports/reports5.png
diff --git a/docs/user-guide/features/images/reports/reports6.png b/docs/user-guide/features/images/reports/reports6.png
diff --git a/docs/user-guide/features/images/reports/reports7.png b/docs/user-guide/features/images/reports/reports7.png
diff --git a/docs/user-guide/features/images/reports/reports8.png b/docs/user-guide/features/images/reports/reports8.png
diff --git a/docs/user-guide/features/images/reports/reports9.png b/docs/user-guide/features/images/reports/reports9.png
diff --git a/docs/user-guide/features/images/reports/team-reports.png b/docs/user-guide/features/images/reports/team-reports.png
diff --git a/docs/user-guide/features/images/reports/toggle_business_hours.gif b/docs/user-guide/features/images/reports/toggle_business_hours.gif
diff --git a/docs/user-guide/features/reports/agent.md b/docs/user-guide/features/reports/agent.md
diff --git a/docs/user-guide/features/reports/concepts.md b/docs/user-guide/features/reports/concepts.md
diff --git a/docs/user-guide/features/reports/conversation.md b/docs/user-guide/features/reports/conversation.md
diff --git a/docs/user-guide/features/reports/csat.md b/docs/user-guide/features/reports/csat.md
@@ -1,31 +1,81 @@
 ---
-title: "CSAT"
+title: "CSAT Reports"
 ---
 
-All the Customer Satisfaction surveys which have been collected from the customers during the end of the conversation can be seen here.
+If you have enabled CSAT surveys in your inboxes, you can analyze the results using the CSAT report.
 
-Click on 'Reports' icon on Chatwoot Dashboard Home Screen.
+**To view the CSAT Report, go to Reports → CSAT.** This is what it looks like:
 
-<div align="center">
+<div>
 
-<img src={require('../images/reports/csat_feedback.png').default} width="800" alt="CSAT Report Screen" />
+<img src={require('../images/reports/csat_reports.png').default} width="800" alt="CSAT Report Screen" />
 
 </div>
 
-Next, click on 'CSAT'. The screen will show the details of the Customer Surveys from the last 7 days.
+## Customizing CSAT Reports
 
-Default date range is last 7 days.
+CSAT reports can be filtered by the following metrics.
 
-<div align="center">
+### Duration
 
-<img src={require('../images/reports/csat2.png').default} width="800" alt="CSAT Report Screen" />
+You can select the duration you want to see the report for. By default, this is set for the last 7 days.
 
+<div>
+<img src={require('../images/reports/csat_duration.png').default} width="800" alt="Chatwoot Home Screen" />
 </div>
 
-CSAT can be filtered using agent name. Multiple agents can be selected from the dropdown.
+### Agents
 
-<div align="center">
+You can analyze the CSAT reports for particular agents only. Select one or more agent names from the dropdown.
 
-<img src={require('../images/reports/csat_agent_filter.png').default} width="800" alt="CSAT Report Screen" />
+<div>
+<img src={require('../images/reports/csat_agents.png').default} width="800" alt="Chatwoot Home Screen" />
+</div>
+
+## Metrics in the CSAT Report
+
+### Quick Overview
 
+The upper half of your report will show metrics like this screenshot.
+
+<div>
+<img src={require('../images/reports/csat_metrics.png').default} width="800" alt="Chatwoot Home Screen" />
 </div>
+
+The following list explains what each metric means.
+
+#### Total responses
+
+This is the total number of responses received on your CSAT surveys, during the selected period and for the selected agent or agents.
+
+#### Satisfaction score
+
+This is the mean satisfaction score the survey takers gave, calculated using the following formula.
+
+**`(Total number of positive ratings/Total number of responses) * 100`**
+
+#### Response rate
+
+This indicates the proportion of customers that responded to the CSAT surveys sent. It is calculated using the following formula.
+
+**`(Total number of responses/Total number of CSAT survey requests sent) * 100`**
+
+#### Emoji scale
+
+Whenever a CSAT survey is requested from a customer, they are asked to rate their experience on an emoji scale like this:
+
+<div>
+<img src={require('../images/reports/csat_emoji_scale.png').default} width="800" alt="Chatwoot Home Screen" />
+</div>
+
+The emoji scale metrics that you see on your CSAT report show how many people (in percentage) used which emoji to rate their experience.
+
+### Details of responses
+
+The lower half of your report will list all the responses received. For eg., The screenshot below lists the CSAT survey responses received for agent Pranav Raj.
+
+<div>
+<img src={require('../images/reports/csat_response_details.png').default} width="800" alt="Chatwoot Home Screen" />
+</div>
+
+Tip: You can click on a conversation ID to jump to the associated conversation.
diff --git a/docs/user-guide/features/reports/inbox.md b/docs/user-guide/features/reports/inbox.md
diff --git a/docs/user-guide/features/reports/label.md b/docs/user-guide/features/reports/label.md