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Engage Performance Reports

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Performance Reports

There are a number of common fields within all of the performance reports these are detailed below.

Common fields:

  • Messages – Count of messages closed
  • AvgGradeOfService – The average grade of service. Grade of service is calculated based on whether a message is accepted within the service threshold (100 if the wait time is within the threshold, 0 otherwise).
  • AvgHandleTimeInSeconds – The average handle time. The handle time for a message is the total duration users are processing a message. A handle session is created every time a user processes an inbound message that hasn’t been closed yet. Note to super users - the handle sessions for inbound messages can be viewed by super users in the message management console (under the Stats tab).
  • MaxHandleTimeInSeconds – The maximum handle time.
  • AvgWaitTimeInSeconds – The average wait time. The wait time is calculated based on the time between the message being received and the message being accepted.
  • MaxWaitTimeInSeconds – The maximum wait time.
  • AvgResolutionTimeInSeconds – The average resolution time. The resolution time is the duration between the message received date and the closed date.
  • MaxResolutionTimeInSeconds – The maximum resolution time.

 

Note that the date range selection for all reports is based on the site time zone.

 

  1. Agent Summary By Team

The agent summary by team report displays statistics for all messages (both inbound and outbound) within the specified date range grouped by team. Report is sorted alphabetically by members in the selected team. The team is based on the user that is currently assigned to a message.

 

  • Team
  • Lists the team’s that are currently enabled for your site
  • Message Type
  • The channel applicable to this message
  • Answered
  • The total number of messages answered and processed by the user for the date range selected
  • Out
  • The total number of messages physically sent out to customers (as opposed to answered) by the user for the date range selected
  • Out Cust
  • The total number of exclusive customers that received outbound messages from the user for the date range selected
  • Overflow
  • The total number of messages that were not accepted in the time allowed (user did not click on the accept button before the countdown time ran out) by the user for the date range selected
  • Escalated
  • The total number of messages escalated by the user for the date range selected
  • Avg Grade of Service
  • The average calculated grade of service for the messages applicable to the user for the date range selected
  • QA Approved
  • The total number of messages QA approved for the user in the date range selected
  • Gone into QA
  • The total number of messages created for QA approval by the user in the date range selected
  • Num Made Pending
  • The total number of messages pended by the user in the date range selected

 

  1. Performance By Category

The performance by category report shows the performance statistics for all messages closed within the specified date range grouped by category (parent category only). The Category used is the category currently assigned to the message (so if the category for a message changes, the report will change too. Although changing the category for a closed message occurs very rarely). Only enabled categories are shown in the report. Report is sorted alphabetically by category.

 

  • Category
  • Lists the category’s that are currently enabled for your site
  • Messages
  • The total number of messages assigned to this category for the date range selected
  • Avg Grade of Service
  • The average calculated grade of service for the messages applicable to the displayed category
  • Avg Handle Time
  • The average processing time for the messages applicable to the displayed category
  • Max Handle Time
  • The maximum processing time for the messages applicable to the displayed category
  • Avg Wait Time
  • The average time that an inbound message waited in this channel before an agent picked it up and began processing it
  • Max Wait Time
  • The maximum time that an inbound message waited in the queue before an agent picked it up and began processing it
  • Avg Resolution Time
  • The average elapsed time for all messages applicable to the displayed category, i.e. the average time from when the message arrived into Multichannel  to when the message was closed.
  • Max Resolution Time
  • The longest elapsed time for all messages applicable to the displayed category, i.e. the longest elapsed time from when the message arrived into Multichannel to when the message was closed.

 

  1. Performance By Channel

The performance by channel report shows the performance statistics for all messages closed within the specified date range grouped by channel (enabled channels only). The report is sorted alphabetically by channel.

 

  • Channel
  • Lists the channels that are currently enabled for your site
  • Messages
  • The total number of messages applicable to this channel for the date range selected
  • Avg Grade of Service
  • The average calculated grade of service for the messages applicable to the displayed channel
  • Avg Handle Time
  • The average processing time for the messages applicable to the displayed channel
  • Max Handle Time
  • The maximum processing time for the messages applicable to the displayed channel
  • Avg Wait Time
  • The average time that an inbound message waited in this channel before an agent picked it up and began processing it
  • Max Wait Time
  • The maximum time that an inbound message waited in this channel before an agent picked it up and began processing it
  • Avg Resolution Time
  • The average elapsed time for all messages applicable to the displayed channel, i.e. the average time from when the message arrived into Multichannel to when the message was closed.
  • Max Resolution Time
  • The longest elapsed time for all messages applicable to the displayed channel, i.e. the longest elapsed time from when the message arrived into Multichannel to when the message was closed.

 

  1. Performance By Queue

The performance by Queue report displays the performance statistics for all messages closed within the specified date range grouped by channel and queue (enabled channels only). The report is sorted alphabetically by channel, then queue.

 

  • Channel
  • Lists the channels that are currently enabled for your site
  • Queue
  • Lists the queues applicable to the displayed channels
  • Messages
  • The total number of messages applicable to this queue for the date range selected
  • Avg Grade of Service
  • The average calculated grade of service for the messages applicable to the displayed queue
  • Avg Handle Time
  • The average processing time for the messages applicable to the displayed queue
  • Max Handle Time
  • The maximum processing time for the messages applicable to the displayed queue
  • Max Wait Time
  • The average time that an inbound message waited in this queue before an agent picked it up and began processing it
  • Avg Resolution Time
  • The average elapsed time for all messages applicable to the displayed queue, i.e. the average time from when the message arrived into Multichannel to when the message was closed.
  • Max Resolution Time
  • The longest elapsed time for all messages applicable to the displayed queue, i.e. the longest elapsed time from when the message arrived into Multichannel to when the message was closed.

 

  1. Performance By Skill

The performance by skill report displays statistics for all messages closed within the specified date range grouped by skill (enabled skills only). Report is sorted alphabetically by skill. Note that messages without a skill are not shown in the report.

 

  • Skill
  • Lists the skills that are currently active / enabled on your site
  • Messages
  • The total number of messages applicable to this skill for the date range selected
  • Avg Grade of Service
  • The average calculated grade of service for the messages applicable to the displayed skill
  • Avg Handle Time
  • The average processing time for the messages applicable to the displayed skill
  • Max Handle Time
  • The maximum processing time for the messages applicable to the displayed skill
  • Avg Wait Time
  • The average time that an inbound message waited before an agent picked it up and began processing it
  • Max Wait Time
  • The maximum time that an inbound message waited before an agent picked it up and began processing it
  • Avg Resolution Time
  • The average elapsed time for all messages applicable to the displayed skill, i.e. the average time from when the message arrived into Multichannel to when the message was closed.
  • Max Resolution Time
  • The longest elapsed time for all messages applicable to the displayed skill, i.e. the longest elapsed time from when the message arrived into Multichannel to when the message was closed.

 

  1. Performance By Team

The Performance by Team report displays statistics for all messages closed within the specified date range grouped by team. Report is sorted alphabetically by team. The team is based on the user that is currently assigned to a message.

 

  • Team
  • Lists the teams that are currently active / enabled on your site
  • Messages
  • The total number of messages applicable to this team for the date range selected
  • Avg Grade of Service
  • The average calculated grade of service for the messages applicable to the displayed team
  • Avg Handle Time
  • The average processing time for the messages applicable to the displayed team
  • Max Handle Time
  • The maximum processing time for the messages applicable to the displayed team
  • Avg Wait Time
  • The average time that an inbound message waited in this queue before an agent picked it up and began processing it
  • Max Wait Time
  • The maximum time that an inbound message waited in this queue before an agent picked it up and began processing it
  • Avg Resolution Time
  • The average elapsed time for all messages applicable to the displayed team, i.e. the average time from when the message arrived into Multichannel to when the message was closed.
  • Max Resolution Time
  • The longest elapsed time for all messages applicable to the displayed team, i.e. the longest elapsed time from when the message arrived into Multichannel to when the message was closed.

 

  1. Performance By User By Message

The Performance by User by Message report displays all messages closed by a specified user within the specified date range. The user stats are based on the user that is currently assigned to a message.

 

  • User
  • Lists the Users that are currently active / enabled on your site
  • Click on this icon for a new window to be opened with the customer console displaying the customer applicable to the row on the report, close this window when finished to return to the report
  • Message
  • Click on the  icon to view the details of the message in a separate window
  • Message
  • The short message text for the message being reported on
  • Sender
  • The details of the sender of this message (i.e. email address or mobile number applicable to message)
  • Receiver
  • The queue that this message was received on
  • Received
  • The date / time stamp that the message was received in to the application
  • Grade of Service
  • The calculated grade of service %age for the displayed message.
  • Wait Time
  • The total time that this message waited in the queue
  • Handle Time
  • The total elapsed time that this user spent with this message assigned to them
  • Resolution Time
  • The total elapsed time that it took to close this message

 

  1. Performance By Users In A Team

The Performance by Users in a Team report displays statistics for all messages closed by a specified team within the specified date range grouped by user. Report is sorted alphabetically by the user id. The user stats are based on the user that is currently assigned to a message.  They are also based on the users that are currently assigned to the team being reported on.  That is should a user be moved from ‘Team A’ to ‘Team B’ the resulting report for Team A will not have this user displayed even though they processed messages in this team for the date range selected.  The Performance by user by Message will still display the messages for the user because it is not filtering by team but rather is looking directly at the message audits.

 

  • User
  • Lists the Users that are currently active / enabled on your site
  • Messages
  • The total number of messages applicable to this user  for the date range selected
  • Avg Grade of Service
  • The average calculated grade of service for the messages applicable to the displayed user
  • Avg Handle Time
  • The average processing time for the messages applicable to the displayed user
  • Max Handle Time
  • The maximum processing time for the messages applicable to the displayed user
  • Avg Wait Time
  • The average time that an inbound message waited before an agent picked it up and began processing it
  • Max Wait Time
  • The maximum time that an inbound message waited before an agent picked it up and began processing it
  • Avg Resolution Time
  • The average elapsed time for all messages applicable to the displayed user, i.e. the average time from when the message arrived into Multichannel to when the message was closed.
  • Max Resolution Time
  • The longest elapsed time for all messages applicable to the displayed user, i.e. the longest elapsed time from when the message arrived into Multichannel to when the message was closed.

 

  1. Performance Dashboard

The performance Dashboard gives summary information for all message volumes for the date range selected

 

  • Graph details
  • The display of total messages changes depending on the timespan selected
  • Today / yesterday – display is in 1 hour increments across entire day
  • Week – display is in days of the week starting at Monday
  • Month – display is in daily increments across the entire month selected
  • Year – display is in monthly increments across the entire year selected (starting in Jan)
  • The message volume displays are adjusted accordingly for the selected timespan
  • Received
  • The count of all inbound messages received for all channels for the timespan selected
  • Received count does not include escalated messages, as they have already been counted
  • Queued
  • The count of all inbound messages that were queued to agents for all channels for the timespan selected
  • Queued count does not include escalated messages, as they have already been counted
  • Bounce Notifications
  • The count of all bounced notification messages received for all channels for the timespan selected
  • Auto Closed
  • The count of all inbound messages that were automatically closed for all channels for the timespan selected
  • Manually Closed
  • The count of all inbound messages that were automatically closed for all channels for the timespan selected
  • Sent
  • The count of all sent messages for all channels for the timespan selected
  • Auto Responses
  • The count of all outbound auto responses for all channels for the timespan selected
  • Broadcast Messages
  • The count of all outbound broadcast messages for all channels for the timespan selected
  • Sent by Agents
  • The count of all outbound manual messages for all channels for the timespan selected
  • Bounced
  • The count of all outbound bounced messages for all channels for the timespan selected
  • Avg Handle Time
  • The average processing time for all inbound messages for the timespan selected
  • Max Handle Time
  • The maximum processing time for all inbound messages for the timespan selected
  • Avg Wait Time
  • The average time that an inbound message waited before an agent picked it up and began processing it for the timespan selected
  • Max Wait Time
  • The maximum time that an inbound message waited before an agent picked it up and began processing it for the timespan selected
  • Avg GOS
  • The average calculated grade of service for the messages applicable to the displayed user for the timespan selected
  • FCR %
  • The %age of messages that were resolved (closed) the first time that any agent opened each message for the timespan selected
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Last modified
13:35, 14 Sep 2014

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