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 | - |