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Reports

  • Operations Metrics
    1. This dashboard incorporates operational-level metrics.
    2. Only wrapped-up/closed conversations are considered for this report.

    Below are the items available under this report:

    • Unique customers - The total number of unique customers handled by the agents through all channels.
    • Total customer conversations - The total number of conversations handled by the agents for all the unique customers.
    • Channel conversations - The total number of conversations across all channels for all the unique customers.
    • Distribution of Channel Conversations - The number of conversations per channel is represented in a bar graph. With the help of this data, Supervisors can identify which channels are most popular among customers and optimize their services to meet customer preferences.
      • For example, if there is a significant volume of inquiries through chat, the center can assign and train more agents to handle chat conversations during peak times.
    • Conversations by Status - This shows the distribution of conversations answered by agents and conversations that were self-served (Ex: Call conversations that landed in IVR, Messages/Chats with a Bot)
    • Inbound conversation - It shows the total number of inbound calls.
      • Agent Answered - It shows the count of calls where the call was successfully established between the agent and the customer.
      • Self Served - It shows the count of calls that have not been queued or routed.
        Ex: Calls that landed in IVR, Messages/Chats with a Bot.
      • Agent Unanswered - It displays the number of calls that were not answered by the agents. The breakdown of the value can be found under Inbound Abandoned Reasons.
    • Inbound Abandoned Reasons - It displays the number of calls for each of the following scenarios:
      • Wait timeout - Number of calls entered into the queue but timed out before being answered by an available agent.
      • Agent Assignment failed - Number of calls that entered the queue but could not be connected to an agent.
      • Customer disconnected - Number of calls that entered the queue but customers dropped in between.
    • Outbound conversation - It shows the total number of outbound calls.
      • Customer Answered - It shows the count of calls that were answered by the customers.
      • Customer Unanswered - It shows the count of calls that were not answered by the customers.
      • Failed - It shows the count of calls that failed because of some technical issues.
    • Callback Requested - This shows the number of incoming call conversations in which the callers have requested a callback from a representative rather than continuing to wait in a queue to talk with an agent immediately.
    • Conversations by Channel - It displays the distribution of conversations per channel on an hourly/daily/weekly/monthly basis.
      This helps in the allocation of resources based on daily, weekly, or monthly trends.
      • For example, if the last month’s data shows that there are more call conversations, you can plan to allot more agents to handle calls in the coming month.
    • Conversations per Disposition - This displays the distribution of conversations based on their outcomes or dispositions.
      • For example, recurring dispositions related to product inquiries may indicate a need for additional product information.
    • Average Conversation Time - This chart shows the average duration it takes for an agent to handle a customer conversation from start to finish. It includes the time the agent spends talking to the customer, the time agent takes in the wrap up section as well as any additional tasks such as after-call work or ticket creation (in case of active integration).
      • For example, if certain agents consistently have longer conversation times, targeted training programs can be implemented to address specific challenges and improve performance.
    • Abandoned Rate - This chart shows the percentage of conversations abandoned in the queue before reaching an agent.
      Note: This would also include the calls that do not enter into the queue and are answered by bot.
      • For example, if a supervisor notices a rise in the abandoned rate during specified peak hours, it could mean that the contact center is receiving more call volumes than it can efficiently handle with the present staffing levels during these peak hours. Along with this, the supervisor can examine the data "Inbound Abandoned Reasons" to determine the true cause of the increase in the abandoned rate.
    • Average Handle Time - This chart shows the average time spent by an agent with a customer. It includes the time the agent spends talking to the customer until wrap up.
      • For example, a team/agent with a continuously high average handling time may indicate a need for extra training to guarantee that no unnecessary time is spent on each customer engagement.
    • Average Wrap up Time - This chart shows the average time taken in the wrap-up section after the conversation is solved. If there is an active integration with the CRM, then this will also include case/ticket creation.
      • For example, if a supervisor observes a gradual increase in Average Wrap-Up Time over the past few weeks, it suggests that agents are spending more time on wrap-up activities after each customer conbersation, potentially impacting the speed of handling subsequent conversations. This indicates that agents need additional training or support in optimizing their post-call activities.
  • Agent Metrics
    1. This report includes data and analytics related to the performance and activities of customer service agents. 
    2. This provides insights into how well agents are handling customer conversations.
    3. This helps supervisors assess agent efficiency, effectiveness, and adherence to established benchmarks.

    Below are the items available in this report:

    • Active Agents - The total number of available agents.
    • Average Handle Time - This chart shows the average time spent by an agent with a customer. It includes the time the agent spends talking to the customer until wrap up.
      • For example, if a manager observes that the AHT is higher than the target for a particular month due to high AHT of certain agents, the manager can dig deep into this and understand if they need some training, require product skills, etc and take the necessary action to reduce the AHT for those agents.
    • Average Wrap up Time - The average time taken in the wrap-up section after the conversation is solved. If there is an active integration with the CRM, then this will also include case/ticket creation.
      • For example, if a supervisor observes that some agents consistently have higher wrap-up times, the manager digs deep and finds out that they are having difficulty due to the new CRM integration hence taking time to wrap up. The manager can solve this with the technical team and train the agents as well to bring down the AWT. 
    • Transfer Rate - The percentage of conversations that are successfully transferred by the agents.
    • Conversations by Channel - The chart shows the distribution of conversations categorized by channels.
    • Active Agent Count - The line chart shows the distribution of agent availability
    • Average Handle Time and Wrap up Time - This line chart shows the distribution of average wrap up and handle time.
    • Transfer Conversation - The chart gives the total number of conversations transferred along with the transferred rate.
      • For example, a supervisor notices a spike in chat conversations compared to previous months. After analyzing customer feedback and conversation transcripts, the manager discovers that customers appreciate the immediacy and convenience of live chat for quick inquiries. Recognizing the trend, the manager adjusts the resource allocation for the chat channel.
    • Agent Status - The chart gives the trend of time distribution of the agent status.
    • Agent Status Updates - This table gives insights of agent name, status, time (start & end), duration and source.
      • For example, the supervisor finds that there is a high frequency of agents being in the "Unavailable" status throughout the day. You investigate this further and find that many agents are spending a significant amount of time in excessive breaks. With this information, the supervisor can talk to the agents and reinforce the importance of adhering to the break policies.
  • Customer Metrics
    1. This report provides insights into various aspects of the customer experience, satisfaction, and behavior.
    2. This is included in reports to track performance, identify areas for improvement, and make data-driven decisions.

    Below are the items available in this report:

    • Average Response Time - This KPI indicates the average time taken by an agent to answer an incoming call from the customer.
    • Abandoned Rate - The percentage of customers who abandon the queue before reaching an agent.
    • <5 minutes conversations - This includes the number of conversations where the agents have handled the conversation in less than 5 minutes. It includes both handling and wrapping up time.
      • For example, if a supervisor notices an increase in the percentage of "<5 minutes Conversations", the supervisor can recognize the repetitive nature of these short conversations and explore opportunities to implement automation - like a chatbot handling straight forward queries, updating FAQ, etc.
    • Average CSAT - It indicates the average score derived from Customer feedback (CSAT) in the conversations.
      • For example, if a supervisor notices a decline in the "Average CSAT" score, the supervisor checks the comments left by the customers and understands that longer response times is causing this problem.
      • The supervisor then identifies the area where the team needs additional training. This could improve response times and enhancing product knowledge.
    • Average Response Time - This chart displays the trend of average response time per channel.
      • For example, if a supervisor notices an increase in the "Average Response Time" for live chat, the supervisor analyses and finds out that there is an unexpected surge in chat volume due to a new product launch. Hence, the current number of chat agents is insufficient to handle the increased volume during peak hours and is struggling to maintain the usual response time standards.
      • To control this situation, the supervisor makes an immediate adjustment by reallocating agents from other channels or scheduling additional chat support staff during peak times.
    • Wait Time before Abandonment - This chart presents the trend of total waiting time before conversation gets abandoned per channel.
    • Call Transfer - The chart shows the trend of the total number of conversations transferred along with the transferred rate.
    • Abandoned Conversations - This chart exhibits the trend of abandoned conversation and abandoned rate per channel.
    • Conversations by Disposition - This chart depicts the pattern of conversations based on the disposition/sub-disposition assigned at the wrap-up. If sub-dispositions were used to conclude a conversation, they would also be displayed in the tooltip.
      • For example, if there is a Disposition "Query Answered" with a Sub-disposition "Resolved", the same will appear when you hover over the displayed data.
      • It would appear as Query Answered/Resolved.
    • Conversations per Direction - This chart shows the trend of conversations based on direction.
    • Conversations Duration - This chart shows the conversations based on the total conversation time which is in different buckets - 0 mins, 1 min or less, >1mins & <5mins and >5mins.
    • CSAT - This chart shows the CSAT %
    • Conversations - This table includes information about the conversations handled by the agents - contact details, channel used for conversation, handle time, wrap up time, etc.
  • Assignment Metrics
    1. This report includes key performance indicators (KPIs) and measurements used to assess the allocation and distribution of call assignments.
    2. This is included in reports to provide insights into how well assignments are routed and executed.

    Below are the items available in this report:

    • Total conversations - The total number of conversations taken place between the agents and the customers across various channels.
    • Call conversations - The total number of call conversations taken place between the agents and the customers.
    • Total routed conversations - The total number of call conversations that have been routed to agent(s)/team(s).
    • Abandoned conversations - The total number of routed conversations that were abandoned.
    • Conversations Assignment Details - This table provides information about the assignment of customer conversations like number of assignment attempts, time to accept conversations, etc.
    • Agent Assignment Attempts - This table gives a drilled down information about the assignment of customer conversations to the agents - number of times the system has tried to assign a specific conversation to the agent(s), agents list, agent(s) notification duration, time taken by the agent to accept conversation, etc 
    • Agent Activity - This table gives data about the action of the agents for the assigned conversations.

    With these metrics, a supervisor gets complete insights on the assignment of the conversations - the agents to whom the conversation was assigned, how long did the customer wait for the agent to accept the conversation, which agent(s) did not accept the request, etc. This helps identify areas of improvement for overall customer experience and agent culture.