Viewing the Enquiry Detail Report

CINNOX Enquiry Detail Report provides all attributes as details to each record gives you a clear idea of what is going on with your visitor enquiries.

Go to Reports > Enquiry Report from the navigation menu to view the Enquiry Detail Report.

Enquiry Attributes

This section lists and defines all the CINNOX enquiry attributes available.

Attribute

Definition

Enquiry ID

The unique system-generated identifier for the enquiry

Updated Time

The date and time when the status of an enquiry was last updated

Enquiry Type

The type of enquiry, i.e., broadcast call, broadcast chat, direct call, direct chat, or social chat

Channel

The origin/entry point of the enquiry, i.e., Directory (Widget), Social page, Weblink, Campaign, or Virtual Number

Channel Detail

Additional details about the Channel, such as whether the visitor accessed on the Tag or Staff Directory and which specific item on the list did they click

Channel Additional Info

Additional details about the Channel, such as the website URL where the Directory installed

  • Handled Party: the name of the staff member who handled the enquiry and the department where they belong

Visitor

The visitor’s name or their system-generated Visitor ID, depending on whether the Visitors Forms are enabled or not

Location

The country or region where the visitor located

Platform

The platform used by the visitor, e.g., desktop web or mobile web

Language

The language used by the visitor

Created & Closed Date & Time

The date and time when an enquiry was created and closed

Vertical ellipsis ( ) menu

Clicking on the vertical ellipsis icon on the far-right side of an enquiry detail brings up the following additional options:

  • Chat History
  • Download Chat History
Enquiry Detail ReportEnquiry Detail Report

Enquiry Detail Report

 

The transferred enquiry will show the breakdown when you click the :arrow-backward: icon located at the last column of the recording table.

Transfer Enquiry in the ReportTransfer Enquiry in the Report

Transfer Enquiry in the Report

 

Search and Filters

You can filter the Enquiry Report by the following:

  • Visitor/Staff
  • Date Range
  • Enquiry Status
  • Channel Type
  • EnquiryType
  • Destination Type
  • Destination Name
  • Staff Role
  • Team

Use the Filter to view the enquiry data according to your desired results.

Enquiry Detail Report FilterEnquiry Detail Report Filter

Enquiry Detail Report Filter

 

Export Closed Enquiry Chat History

You can export the closed enquiry chat history in the enquiry detail report list or inside the chat history room.

Export Closed Enquiry Chat History in Enquiries ListExport Closed Enquiry Chat History in Enquiries List

Export Closed Enquiry Chat History in Enquiries List

 

Enquiry Flow and Status

Refer to Enquiries in CINNOX section of this Guide for more information about the enquiry flow and status definitions.

Enquiry FlowEnquiry Flow

Enquiry Flow

Updated 19 days ago



Viewing the Enquiry Detail Report


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