Performance

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 our website.

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.