The Poli Pay Performance and Sales Report allows you to track operator performance and sales information directly within the Poli platform. In this article, we will see who can access the report, how to locate it, apply custom filters, and export the data for analysis in spreadsheets using tools like Google Sheets and Excel, facilitating the visualization of your business's key customer service and sales metrics.
Who accesses the reports
- Manager: Accesses and extracts complete reports, containing data from all operators and departments.
- Supervisor: Views and exports reports only from their specific department.
- Chat Operator: Consults their own performance, viewing their individual metrics.
Step-by-Step to access the reports
- Access the Poli Platform: Log in to your Poli account to start analyzing reports.
- Click on "Reports": In the main menu, select the Reports option.
- Choose the Desired Analysis: Click on Operator Analysis and then select Operator Performance to view individual performance.
Applying filters for detailed analysis
Customize your analysis with the following filters:
- Start Date and End Date: Define the desired period.
- Department: Choose the specific sector (useful for supervisors).
- Channel: Select the communication channel, such as WhatsApp or Instagram.
- Operator: Filter performance by a specific operator.
- Ad Campaign: Apply the filter to see the performance of specific campaigns.
After adjusting the filters, click Filter to load the data.
Data available on-screen
When accessing the reports, you will see the following information directly on the screen:
- Operator Name: Identification of the operator who interacted with the contacts.
- Interactions: Number of times the operator conversed with contacts during the filtered period.
- Example: If the operator spoke with the same customer on two different days, this will count as two interactions.
- Customers: Quantity of unique people with whom the operator interacted.
- Example: If the operator conversed with the same customer four times, they will be counted only once in this field.
- New Customers: Quantity of customers who had a first interaction with the operator and were registered in the database during the selected period.
- Example: A customer who had never been contacted before and was added to the base after a new conversation will be considered a new customer.
- Opportunities: Number of carts or payment requests (invoices) sent to contacts by the operator, representing potential sales.
- Example: If the operator created and sent three different payment requests to contacts during the period, the total opportunities will be three.
- Sales: Total number of carts or payment requests paid in the filtered period, indicating completed sales.
- Example: If the operator sent five payment requests and three were paid, the number of sales will be three.
- Amount Sold: Total value collected from paid payment requests and carts, reflecting the sales made by the operator.
- Example: If the operator sold one product for R$100 and another for R$200 in the period, the amount sold will be R$300.
Exporting data to spreadsheet as CSV file
To export a report, click on Report Export and download the file in CSV format.
The exported CSV report offers detailed data, including:
- Interaction Date, Contact ID, Service Ticket ID
- Contact Name, Email, and Phone Number
- Contact Creation Date, Chat Opening Date
- Assignment Date, Operator Response Date, Chat Closing Date
- Operator ID, Operator Name, Chat Department
- Response Time, Service Time (in seconds)
- Number of messages exchanged between operator and contact
- Ad Campaign (associated campaign)
- Tags and Service Rating
- Opportunity Date, Amount Sold, Sale Date
Poli's reports provide a complete view of performance and allow for more detailed analysis, enabling quick adjustments and data-based strategies to optimize customer service.
After exporting the report in CSV format, you can open the file in tools like Excel or Google Sheets to facilitate analysis.
Tip: When importing the file to Google Drive, you can easily access it online in Google Sheets to work with filters and formulas, obtaining quick insights into performance and sales.