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 you have the switchable feature Performance enabled.

This section is currently located in the BETA version status. To access the section, you will need to contact us via chat or by sending us an email to helpdesk@mluvii.com.

Board

When setting the board up, you shall choose its title and time period for the reports which 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):

Display options Report title Filters
Number, chart, table Session count per operator Source, tags, operators, chatbots, session result
Number, chart Ø Time in queue Source, tags, session result
Chart, table Session results Source, tags, operators, chatbots, session results
Number Ø Session feedback Source, tags, operators, chatbots, session result
Chart, table Ø Session feedback per operator Source, tags, operators, chatbots, session result
Number, chart Ø Session duration Source, tags, session result
Number, chart Tags count Source, tags, operators, chatbots
Number, chart, table Ø Operator connection time in session Source, tags, operators, chatbots, session result
Number Response time on client messages Source, tags, operators, chatbots, session result
Chart, table Ø Response time to the client’s messages per operator Source, tags, agents, chatbots, session result
Number, chart, table Ø Time between accepting the client and first message from the operator Source, tags, operators, session result
Number, chart Number of offline forms submitted -
Chart Ø Number of offline forms submitted -
Chart Ø Session count Days, source, tags, operators, chatbots, session result, session state
Text Custom text -

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