![]() ![]() RESPONSE TIME - The duration of time remaining until a response is required.Clicking on the consumer name will open the conversation window. For messaging channels where the name is unknown, it will appear as ‘visitor’. For authenticated messaging, if the name of the consumer is known, it will appear here. CONSUMER - The consumer name appears based on the available information from the messaging channel.SKILL - The current skill of the conversation.AGENT GROUP - The group of that agent who is currently assigned to the conversation.AGENT NAME - The name of the agent currently assigned to the conversation.Conversations that are currently in post-survey status are considered closed. Closed - conversation is closed (by agent, system, or consumer).Assigned - conversation is currently being handled by an agent.In queue - conversation is waiting in queue to be assigned to an agent.The conversation can be in one of the following statuses: STATUS- The status of the conversation.The list will include the following columns: ![]() Conversations that were closed within the selected time frame (1 hour by default, up to 24 hours).The conversation widget enables the manager to drill down to the conversation level. The table can be sorted by: State, Assigned, Active, Max.open and load columns. The following screenshot demonstrates the filter showing only ‘away’ agents: In addition, managers will be able to view how many agents are at each one of the states. STATE - Clicking on each status button will filter the agents' widget to show only agents in this status.In addition to the time and group filter available in the top right corner of the workspace impacting the ‘Agents’ widget, it can also be filterable by: Attributed to the last assigned agent of the conversation. CSAT - The percentage of questions that were answered with 4 or 5 (top two boxes) out of the total responses submitted by consumers to a CSAT question within the selected timeframe.Note: This metric is not affected by the time filter. LOAD - Total weight of the assigned conversations divided by the agent’s configured maximum number of high-intensity conversations.CLOSED - Number of conversations closed by the agent within the selected timeframe OR number of conversations closed by the consumer or the system within the selected timeframe while the agent is the assignee.MAX.OPEN - The configured maximum number of high-intensity conversations.ACTIVE - Number of conversations at full intensity.ASSIGNED - The number of open conversations being handled by the agent.ONLINE RATE - The percentage of time the agent has spent in the Online state out of their total logged-in time over the selected timeframe.Note: This metric is not affected by the time filter. STATE DURATION - Time since the agent last changed their state.The away reason will be shown as well if it exists. STATE - The status of the agent: online, back soon, or away.SKILLS - The skills assigned to the agent.AGENT GROUP - The group the agent is assigned to.Away Load - The number of active conversations as a percentage of max concurrent conversations of agents in Away state.Online Load - The number of active conversations as a percentage of max concurrent conversations of agents in an Online state.CLOSED - Number of conversations closed within the selected timeframe by the agent, the system, or the consumer. ![]() ![]()
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