Operational Reporting Metrics. Document Version: 1.4 April 2018

Transcription

1 Operational Reporting Metrics Document Version: 1.4 April 2018

2 Contents Introduction... 3 Operational Reports in LiveEngage... 3 Reports for Agents... 3 Agent Real-time Data Bar... 3 Agent Real-time Dashboard... 4 Reports for Agent Managers... 5 Queue Health Data Bar... 5 Queue Health Dashboard... 5 Agent List Data Bar... 6 Agent Manager BI Dashboards... 6 Operational Metrics in LiveEngage Operational Reports in Messaging Reports for Agent Managers Agent Manager Real-time Data Bar for Messaging Messaging Agents List Agent Manager Real-time Dashboard for Messaging Agent Manager BI Dashboards in Report Builder Real Time Operational Metrics in Messaging

3 Introduction This document provides an overview of the various types of operational reports in LiveEngage, including reports for both chat and messaging. This is followed by a comprehensive glossary of all LiveEngage operational reporting metrics, including a description of each metric, where the metric is located in the LiveEngage platform, and how it is calculated (where relevant). Notes: Operational reports are available in the Agent Manager BI Dashboard. They present volume reports in order to indicate how busy the contact center was within the selected timeframe. Therefore, the engagements are counted according to the Interactive Chat start time. Operational reports present data according to the local time zone of the computer being used. Operational Reports in LiveEngage Reports for Agents Agent Real-time Data Bar The Agent Data Bar enables agents to monitor their own performance data in real-time. It is displayed above the Web Visitors list. 3

4 Agent Real-time Dashboard The Agent Dashboard provides additional detailed and graphical information about agent performance. To access the Agent Dashboard, click the pull-down button ( ) above the Web Visitors list. 4

5 Reports for Agent Managers Queue Health Data Bar The Queue Health Data Bar provides a snapshot of the basic information required to track agent efficiency and operational efficiency. It is located above the Web Visitors list. Queue Health Dashboard The Queue Health Dashboard graphically displays real-time and historical data that enables easily evaluation of agent efficiency. To access the Queue Health Dashboard, click the pull-down button ( ) above the Web Visitors list. 5

6 Agent List Data Bar The Agent List enables Agent Managers to track agent status in real time, including the availability and concurrency of agents. It is located above the list of agents. Agent Manager BI Dashboards LiveEngage BI Dashboards enable Agent Managers to access historical data. They can then analyze both visitor experience and agent efficiency using the data presented on the BI Dashboard tabs. To access the BI Dashboards, inside the Queue Health Dashboard, click the BI Dashboard icon ( ). 6

7 The Activity Dashboard provides information on visitor experience. Figure 1: Activity 7

8 The Dashboard provides information on agent efficiency. 8

9 Figure 2: The Survey Activity Dashboard provides information on survey completion. Figure 3: Survey Activity 9

10 Operational Metrics in LiveEngage Metric Name Description Location Formula Real-time Dashboard Location Agent Manager BI Dashboard Location Real-time API (beta) Requested s Total number of engagements which entered the queue, including transfers. An engagement that was transferred from one agent to another is counted twice. Activity Queue health Connected s Total number of engagements connected to an agent, including transfers. An engagement that was transferred from one agent to another is counted twice. Agent Manager > Queue Health data bar and Activity activity Connection Rate Percentage of requested engagements that were connected. Activity (Grid only) (Connected s / Requested s) Interactive s Total number of interactive engagements. An engagement becomes interactive once the visitor has entered at least 1 line of text. Agent > Real-time Activity activity Interactive Rate Percentage of connected engagements that were interactive. Activity (Grid only) (Interactive s / Connected s) Abandoned s Total number of engagements that abandoned the queue before being connected to an agent. Agent Manager > Queue Health data bar and Activity (Grid only) Queue health 10

11 Abandoned Rate Avg. Length Avg. Time to Answer Max. Time to Answer Avg. Time to Abandon Max. Time to Abandon Total Logged in Time Percentage of engagements that abandoned the queue out of all Requested s. Average length of engagement from connection to end. Calculated for interactive engagements only. Average time from entering the queue to being connected to an agent. Maximum time from entering the queue to being connected to an agent. Average time from entering the queue to abandoning the queue. Maximum time from entering the queue to abandoning the queue. Cumulative agent logged in time. Agent Manager > Queue Health data bar and Agent > Real-time data bar and Agent Manager > Queue Health data bar and Agent > Real-time data bar and Agent > Real-time Online Time Cumulative time in Online state. Agent > Real-time Online Rate Online Time Engaged Percentage of time in Online state out of total Logged in Time. Cumulative time in Online state and engaged in 1 or more chats. For example, if Agent > Real-time Activity Activity Activity Activity (Grid only) Activity Activity (Grid only) Queue health (Abandoned s / Requested s) activity Queue health Queue health Agent activity Agent activity Agent activity (Total Concurrent Engaged Time of Interactive s only / Interactive s) Avg. (Time to Answer) Max. (Time to Answer) Max. (Time to Abandon) (Online Time / Total Login Time) 11

12 an agent was engaged in 2 chats during 1 hour, the cumulative Time Engaged will be 1 hour. Away time Cumulative time in Away state. Agent > Real-time Agent activity Away Rate Away Time Engaged Percentage of time in Away state out of total Logged in Time. Cumulative time in Away state and engaged in 1 or more chats. Engaged time does not count number of concurrent engagements. Agent > Real-time Back Soon time Cumulative time in Back Soon state. Agent > Real-time Back Soon Rate Back Soon Time Engaged Total Engaged Time Total Engaged Time Rate Total Nonengaged Time Percentage of time in Back Soon state out of Total Logged in Time. Cumulative time in Back Soon state and engaged in 1 or more chats. Engaged time does not count number of concurrent chats. Cumulative time agent was engaged in 1 or more chats. For example, if an agent was engaged in 2 chats during 1 hour, the cumulative Time Engaged will be 1 hour. Percentage of time agent was engaged in 1 or more chats out of the Total Logged in Time. Cumulative time not engaged in a chat. Agent > Real-time Agent activity (Away Time / Total Login Time) Agent activity Max. (Time to Abandon) Agent activity (Back Soon Time / Total Login Time) (Total Engaged Time / Total Login Time) (Total Login Time - Total Engaged Time) 12

13 Total Nonengaged Time Rate Total Concurrent Engaged Time Labor Time Labor Time Rate s per Hour Utilized Capacity Concurrent Logged-in Percentage of the cumulative time not engaged in a chat out of Total Logged in Time. Cumulative concurrent engaged time. For example, if an agent was engaged in 2 chats during 1 hour, the cumulative chatting time will be 2 hours. Cumulative time agents were in Online state, plus the time in the Away state or Back Soon state but engaged. Percentage of the Utilized Hours out of the total Logged in Time. The number of interactive engagements an agent takes in an average utilized hour. The amount of time an agent spends chatting out of their total available time. Number of concurrent engagements handled by agents during their logged-in time. Concurrent Labor Number of concurrent engagements handled by agents during their labor time. Agent > Real-time data bar Agent > Real-time data bar Agent > Real-time data bar (Grid Only) (Grid Only) (Grid Only) (Total Non-Engaged Time / Total Login Time) Online Time + Away Time Engaged + Back Soon Time Engaged (Utilized Hours / Total Login Time) Agent activity (Interactive s / Utilized Hours) (Total concurrent engaged time) / (Total logged in time * Maximum allowed concurrent chats). (Total Concurrent Interactive Engaged Time / Total Login Time) (Total Concurrent Interactive Engaged Time) / (Online Time + Away Time Engaged + Back Soon Time Engaged) 13

14 Concurrent Engaged Number of concurrent engagements handled by agents during their engaged time. (Total Concurrent Interactive Engaged Time / Engaged Time) Max. Number of s Maximum number of concurrent engagements allowed by agent. (Grid Only) Conversions Total conversions generated by visitors following engagements with an agent. (Back Soon Time / Total Login Time) In session conversions Appears only if cross session window >0. Number of in session conversions generated by visitors following engagements with an agent. Cross session conversions Appears only if cross session window >0. Number of cross session conversions generated by visitors following engagements with an agent. Revenue Total revenue generated by visitors following engagements with an agent. In session revenue Appears only if cross session window >0. Total in session revenue generated by visitors following engagements with an agent. Cross session revenue Appears only if cross session window >0. Total of cross session revenue generated by visitors following engagements with an agent. 14

15 CSAT Total handling time Max. allowed concurrent chats Total logged-in time chatting Total logged-in time not chatting Online time not engaged Away time not engaged Back soon not engaged Customer satisfaction score, based on all surveys that were completed and selected in the timeframe. Total time (in seconds) spent handling interactive chats within a specific timeframe. Maximum number of concurrent chats allowed for the agent. Note: This KPI is available in the Users API. Total time (in seconds) the agent spent chatting in Logged in state. Total time (in seconds) the agent spent not chatting in Logged in state. Total time (in seconds) the agent was not chatting in Online state. Total time (in seconds) the agent was not chatting in Away state. Total time (in seconds) the agent was not chatting in Back soon state. Agent > Real-time data bar and Online Number of agents in Online state. Agent Manager > Agent List data bar Back soon Number of agents in Back Soon state. Agent Manager > Agent List data bar Away Number of agents in Away state. Agent Manager > Agent List data bar Survey activity (Number of positive answers / Number of answers) activity Agent activity Agent activity Agent activity Agent activity Agent activity 15

16 Current chats Chat capacity Max. concurrency Total number of current chats handled by all agents. Total number of maximum concurrent chats all online agents can handle. Maximum concurrent chats the agent can handle. Agent Manager > Agent List data bar Agent Manager > Agent List data bar Agent Manager > Agent List data bar Survey forms Number of active survey forms. Survey activity Survey - Viewed Number of viewed survey forms. Survey activity Survey - Completed Survey - Completion rate Survey - Question completion rate Survey - Answer distribution Survey type completion rate Survey form completion rate Survey question completion rate Survey answer selection rate Number of completed surveys. Survey activity Rate of survey completion. Survey activity Survey Completed / Survey Viewed Rate of specific question completion. Distribution of the selected answer of CSAT / selection / radio button questions. The completion rate of a specific survey type. The completion rate of a specific survey form. The completion rate of a specific survey question. The percentage of visitors who selected a specific answer. Survey activity Survey activity Survey Activity Survey Activity Survey Activity Survey Activity 16

17 Operational Reports in Messaging Reports for Agent Managers Agent Manager Real-time Data Bar for Messaging The Agent Data Bar for Messaging provides a snapshot of the basic information required to track agent efficiency and operational efficiency for messaging conversations. It is displayed above the App Connections list. Messaging Agents List Separate from the Live Chat Agents list, the Messaging Agents List presents a dedicated list of metrics relevant for Messaging conversations: Agent Manager Real-time Dashboard for Messaging The Agent Manager Real-time Dashboard for Messaging graphically displays real-time and historical data that enables easily evaluation of agent efficiency for messaging conversations. To access the Agent Manager Dashboard for Messaging, click the pull-down button ( ) above the App Connections list. 17

18 Agent Manager BI Dashboards in Report Builder Agent Manager BI Dashboards in Report Builder includes operational information at agent level, skill level, and brand level. To access the Agent Manager BI Dashboards in Report Builder, click the pull-down button ( ) above the App Connections list, and then click on the Report Builder icon ( ). Click here to download a full overview of LiveEngage Predefined Report Builder BI Dashboards. 18

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20 Real Time Operational Metrics in Messaging Location Metric Name Definition Real-time (RT) Dashboard Location Agent Manager BI Dashboard Location API Formula Open Total number of current open conversations. Agent and Agent Manager > Real-time data bar Agent Manager > Messaging Agents List Pending Total number of conversations pending agent response. Agent and Agent Manager > Real-time data bar Overdue Total number of conversations that exceeded the target response time. Agent and Agent Manager > Real-time data bar Soon to be overdue Total number of conversations about to exceed the target response time. Agent and Agent Manager > Real-time data bar Unassigned Total number of conversations that are waiting to be assigned to an agent. Agent and Agent Manager > Real-time data bar Resolved conversations Number of resolved conversations on a specific timeframe. Agent Manager > Real-time Avg. time to resolve The average time it takes to resolve a conversation, calculated from the moment the conversation was opened until it was resolved. Agent Manager > Real-time CSAT Customer satisfaction score, based on surveys that were completed in the timeframe. Agent Manager > Real-time (Number of positive 20

21 answers (scored 4 or 5) / Number of answers) Online Number of agents in Online state. Agent Manager > Messaging Agents List data bar Back soon Number of agents in Back Soon state. Agent Manager > Messaging Agents List data bar Away Number of agents in Away state. Agent Manager > Messaging Agents List data bar Max Open The configured max number of high intensity conversations. Agent Manager > Messaging Agents List Load The total weight of the assigned conversations divided by the agent s maximum number of messaging conversations. The weight of each conversation is determined using the Smart Capacity capability. For more information, refer to our Smart Capacity documentation. Agent Manager > Messaging Agents List Cumulated Intensity of assigned conversations / Max capacity configured in the user (agent) 21

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