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On this page
  • Board
  • Overview of supported reports (metrics):
  • E-mail reports specifics

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  1. FOR ADMINISTRATORS
  2. Company management

Performance

PreviousExternal contactsNextOperator metrics

Last updated 11 months ago

Was this helpful?

In this section, you can monitor the performance of your call center. For this purpose, a Default Admin Board is available, which clearly shows the basic metrics that will help you better optimize the operation of the call center. Data are available to supervisors from January 2020.

The ability to create custom boards, along with the ability to define custom metrics, depends on whether your company has the Performance feature enabled.

To access options beyond the default board, please contact your sales representative or contact us via chat on .

Board

When setting the board up, you shall choose its title and period for the reports that you wish to be presented there. You may find some inspiration by inspecting the starting board, or you can simply copy an already finished board and modify it. Then you pick and adjust individual metrics and modify the position and size of the display.

The metrics may also be exported to .csv file by clicking the button for the export located within the upper bar.

When deleting the reports, the choice has to be confirmed repeatedly (double-click on the “delete” button).

Overview of supported reports (metrics):

Report title
Filters
Display options

Session count per operator

source, tags, operators, chatbots, session result

number, chart, table

Ø Time in queue

source, tags, session result

number, chart

Session results

source, tags, operators, chatbots, session results

chart, table

Ø Session feedback

source, tags, operators, chatbots, session result

number

Ø Session feedback per operator

source, tags, operators, chatbots, session result

chart, table

Ø Session duration

source, tags, session result

number, chart

Tags count

source, tags, operators, chatbots

number, chart

Ø Operator connection time in session

source, tags, operators, chatbots, session result

number, chart, table

Response time on client messages

source, tags, operators, chatbots, session result

number

Ø Response time to the client’s messages per operator

source, tags, operators, chatbots, session result

chart, table

Ø Time between accepting the client and first message from the operator

source, tags, operators, session result

number, chart, table

Number of offline forms submitted

-

number, chart

Ø Number of offline forms submitted

-

chart

Ø Session count

days, source, tags, operators, chatbots, session result, session state

chart

Ø Response time on e-mail per operator

tags, operators, inbox

number, chart

E-mail count per operator

tags, operators, inbox

chart

Custom text

-

text

The data displayed in the reports is not real-time. In each full hour, the data for the previous hour is reloaded.

Within the chart "Number of sessions by operator", only sessions that were received and completed on the same day are counted.

E-mail reports specifics

The following information is relevant for reports:

  • Ø Email response time by the operator

  • Number of emails by the operator

  • Automatically ignored emails are not counted in the statistics (no one to count them)

  • Messages are always counted in the report (not threads)

  • only incoming messages are counted (i.e. never messages sent or with a different status are counted in the reporting)

  • Response time is the difference between the moment a message is received/created and the moment:

    • manually marking a thread as ignored

    • sending a reply to a thread

    • forwarding a thread to someone else

  • If there are multiple incoming pending e-mails in a thread, then one reply/ignore/forward will count all those pending e-mails in the statistics.

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