How to access the operators’ report?
Here we will show you more information about the operator’s report that is available on the platform.
Estimated Reading Time: 05 minutes.
In this report, you can verify the data and numbers related to the operators’ activity on the platform. Additionally, data can be filtered by date through period filters.
Below you can see the image of the initial screen report and a glossary with its information.
Screenshot Report – Operators
Glossary
- Operators: filter by a specific operator and check the data of their service.
- Period time: filter the period in which you want to verify the calls that were made.
- Open: the amount of conversations that occurred in that period.
- Closed: amount of conversations ended in that period. To use this metric, you need to use the Closed discussion action.
- Queue - Response: average response time.
- Queue - Closed: average closing time for chats.
- Operator: check your operators’ status.
- Queue: the operator’s service queue. If you have more than one queue, it will appear when you place the cursor over the queue name.
- Channel: If the operator has more than one channel, the channel they opperate in will be shown.
- Last access: time the operator last accessed the platform.
- Last status: the time when the operator last changed their status.
- Open: the amount of conversations the operator started.
- Closed: the amount of conversations the operator ended.
- Aban. Oper.: that amount of chats were abandoned (not completed) within the last 24 hours.
- Responses: number of responses from the operator.
- Aband. Usr: the amount of conversations that were abandoned by the user.
- Transf In: the amount of chats the operator received from another operator.
- Transf Out: the amount of chat sessions that were transferred to an operator by that user.
- NPS: if you have a service evaluation, by setting this variable, the attendance note of the conversation will appear.
- Standby: the amount of users waiting for an answer from the operator they were first assigned to.
- Queue – Response: the number of seconds the user waited online until the the operator first responded.
- Queue – Assigned: number of seconds remaining in the queue until the user is assigned to an operator (a high number means that you need better automation or more operators are required).
- Session – Response: number of seconds that passed from the moment the user starts a conversation, to until the first operator response.
- Assigned – Response: number of seconds from the moment the user is assigned to an operator, to until the first answer from the operator.
- Time Response: Operator response time in seconds.
- Queue – Closed: number of seconds the user waited in queue until the end of the session.
- Session – closed: number of seconds the user waited in line until the end of the session.
- Response – Closed: number of seconds that passed from the first operator answer to until the end of the session.
With this option, you can extract the data to a .xslx file, downloading the complete database.
Here you can get the data in a more portable and accessible way.
It is also possible to verify the operator’s performance with the help of some metrics, compared to other operators, by clicking on the option in the graph illustrated in the image. You can extract this data separately from the other reports.