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.

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

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.

• The reports "Ø E-mail response time by operator" and "Number of e-mails by operator" show data since the deployment of version 2.94.