Performance
In mluvii, we have prepared a brand-new section for you which enables you to monitor the performance of your call centre. You shall have the opportunity to define your own metrics for the monitoring and transfer them into boards to study them in a well-arranged manner. We have already prepared the default board which clearly provides the basic metrics that shall help you to optimize the operation of your call centre in a better way.
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 | Number of sessions | Source, tags, operators, chatbots, results of the sessions |
| Number, chart | Ø Time of waiting in line | Source, tags, results of the sessions |
| Chart, table | Results of sessions | Source, tags, operators, chatbots |
| Number, chart, table | Ø Evaluation of sessions | Source, tags, operators, chatbots, results of the sessions |
| Number, chart | Ø Duration of sessions | Source, tags, results of the sessions |
| Number, chart | Number of tags | Source, tags, operators, chatbots |
| Number, chart, table | Ø Duration of sessions | Source, tags, agents, chatbots, results of the sessions |
| Number, chart, table | Ø Response time to the client’s message | Source, tags, agents, chatbots, results of the sessions |
| Number, chart, table | Ø Time of the operator being connected in the session | Source, tags, operators, chatbots, results of the sessions |
| Text | Custom text | - |