Voicemail statistics

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The Agent Statistics section provides a detailed overview of how agents interact with customers across different channels and queues. This section helps you monitor agent performance, identify areas for improvement, and better allocate resources.

The Agent Statistics page provides a comprehensive and customizable view of the various agent-related metrics. With multiple filters, adjustable time formats, and reporting capabilities, this page allows you to effectively analyze and optimize agent performance. Here is an overview of the features and options available on the Agent Statistics home page.

Filters

This page offers several filters to help you refine the displayed data:

By date: select a specific date range to display data for that period. This allows you to analyze trends over time or focus on a particular period.
By agent: filter the data based on specific agents. This can help you evaluate each agent's performance and identify areas for improvement.
By channel: choose a communication channel (for example, email, chat, phone) to display data only for that channel, which helps you understand agent performance across different channels.
By queue: filter the data by specific queue to analyze agent performance and their involvement in managing specific queues.
Time format adjustment

You can adjust the time format displayed on the landing page according to your preferences or to match your organization’s standard time format.

Report type selection

Currently, the landing page supports agent report generation. Choose the "Agent" report type to generate and display metrics related to agent performance and their interactions across different channels and queues.

Search for reports

The search feature allows you to quickly find specific reports based on keywords or phrases. Simply enter your search term and the system will display the relevant reports in the results.

Adding reports to the display list

To create a custom report, you can add specific reports to your generation list by clicking the green plus button next to each report. This allows you to select only the metrics that interest you, thus creating a targeted and personalized report.

Once you have added the desired reports to your list, click the “Generate Report” button to create a report based on the selected metrics. The generated report can then be viewed, printed, or exported for further analysis.

With its versatile filters, customization options, and reporting capabilities, the Agent Statistics home page offers a powerful tool for analyzing and optimizing your organization’s agent performance and resource allocation.

Agent availability

The agent availability report is a tool that helps supervisors closely monitor the performance of their customer service agents. The report provides various information about the time each agent spends on conversations, the number of answered or unanswered conversations, and the time agents spend on actual customer calls/conversations compared to the time they spend waiting for calls/conversations or taking breaks.

Distribution of agent availability

The table consists of fourteen columns, each offering specific information about the conversations.

Conversation ID : this column displays the unique identifiers assigned to individual conversations.
Date – this column indicates the date on which each conversation took place.
Channel : this column specifies the communication method used for each conversation, such as voice, chat, email or messaging.
Client : this column lists the people involved in each conversation as customers.
Queue – this column shows the specific support line in which each conversation was handled.
Campaign – this column indicates the associated campaign linked to each conversation.
Recipient : this column provides details about the agent responsible for handling each conversation.
Uptime : this column represents the total duration an agent spends on each conversation.
Delay : the time needed for each agent to answer a conversation on each channel.
Input – this column indicates the time at which each conversation entered the support queue.
Quit : this column records the time at which each conversation left the support queue.
Transferred : this column indicates whether a conversation was transferred to another agent or another queue.
Last action by : this column displays the previous contributor to the conversation, the agent or the customer.
Completed – this column specifies the closing status of each conversation.

Agent Availability Chart

The report provides information about the total number of conversations for each agent. It also includes details about the number of sessions and breaks, as well as the duration of the breaks for each agent.

Agent conversations by channel

The "Agent conversations by channel" report provides a comprehensive overview of the interactions handled by each agent across different channels. This report presents the volume, efficiency, and outcome of the conversations agents took part in during a specified period. It offers insight into the frequency of conversations, their duration, and how they end: are they ended by the agent, the customer, or transferred. This data is essential for understanding agent performance, optimizing workflows, and ensuring customer satisfaction. The report is divided into several columns, each providing specific details about the conversations.

Agent : This column lists the names of all agents.
Channel : this column indicates the communication channel for the conversations, such as chat, email, or messaging.
Conversations : This column is divided into three sub-columns:
- Number : displays the total number of conversations that each agent handled in each channel.
- By hour : displays the average number of conversations that each agent handles per hour in each channel.
- Percentage : represents the percentage of total conversations that each agent handles in each channel.
Uptime : This column is divided into three sub-columns:
- Total : displays the cumulative time that the agent spent on conversations in each channel.
- Average : Displays the average time spent per conversation by each agent in each channel.
- Average delay : represents the average delay before each agent answers a conversation in each channel.
Ended by Agent : This column is divided into two sub-columns:
- Number : displays the number of conversations ended by the agent in each channel.
- % : represents the percentage of conversations ended by the agent in each channel.
Ended by the customer : This column is divided into two sub-columns:
- Number : displays the number of conversations ended by the customer in each channel.
- % : represents the percentage of conversations ended by the client in each channel.
Transferred : This column is divided into two sub-columns:
- Number : displays the number of conversations that were transferred to another agent or another queue in each channel.
- % : represents the percentage of conversations transferred in each channel.

Using the "Agent conversations by channel" statistical report, agents and managers can gain insights into each agent's performance across different channels, identify areas for improvement and implement strategies to improve efficiency and customer service.

Distribution of agent conversations by channel

The "Agent conversations by channel breakdown" statistics table provides detailed information about each conversation handled by agents across different communication channels. The table consists of fourteen columns, each offering specific information about the conversations.

Conversation ID : this column lists the unique identifiers of each conversation.
Date : This column indicates the date on which each conversation took place.
Channel : This column indicates the communication channel used for each conversation, such as chat, email, or messaging.
Client : This column lists the customers involved in each conversation.
Queue : This column displays the queue in which each conversation was handled.
Campaign : This column indicates the campaign associated with each conversation.
Assignee : This column lists the agent assigned to each conversation.
Uptime : this column displays the total time that the agent spent on each conversation.
Answer speed : This column represents the time taken by the agent to answer each conversation.
Input : This column indicates the time at which each conversation entered the queue.
Output : this column indicates the time at which each conversation left the queue.
Transferred : This column indicates whether each conversation was transferred to another agent or another queue.
Last action by : this column indicates who performed the last action in the conversation, whether it was the agent or the customer.
Completed : This column indicates how each conversation ended.

Using the "Agent conversations by channel breakdown" statistics table, agents and managers can gain a granular understanding of each conversation, identify patterns and implement strategies to improve agent performance and customer service.

Chart of the total number of conversations/available agents by channel

The “Total conversations/available agents by channel” chart provides a visual representation of the total conversations handled and agent availability across different communication channels. The chart is designed to allow clear comparison and analysis of these two key metrics.

Total conversations (left axis) : this metric is represented by vertical bars. Each bar corresponds to the total number of conversations handled in a specific channel. The height of the bar corresponds to the number of conversations, as shown on the left axis.
Available agents (right axis) : this metric is represented by a yellow line that intersects the vertical bars. Each point on the line corresponds to the number of agents available at a given moment, as shown on the right axis.

Users can select the channels they want to display on the graph using the radio buttons. The options include voice, live chat, SMS and email. By selecting a specific channel, the graph will render the corresponding data for that channel.

Using the "Total conversations/available agents by channel" chart, agents and managers can visually analyze conversation volume and agent availability across different channels, identify trends and implement strategies to improve performance and efficiency.

Chart of agent conversations by channel

The “Agent conversations by channel” chart provides a visual representation of the number of conversations handled by each agent across different communication channels. The chart is designed to allow clear comparison and analysis of these key metrics.

Agent conversations : this metric is represented by horizontally arranged bars for each agent. Each bar corresponds to the total number of conversations handled by a specific agent. The length of the bar corresponds to the number of conversations.
Channels : conversations are divided in each column by color, with each color representing a different communication channel. This provides a clear view of the distribution of conversations across channels for each agent.

Furthermore, by hovering over a specific color in an agent’s column, users can see the exact number of tickets or calls handled by that agent for the corresponding channel.

Using the "Agent conversations by channel" chart, agents and managers can visually analyze the distribution of conversations between agents and channels, identify trends and implement strategies to improve performance and efficiency.

Chart of the average agent delay and average activity time by channel

The “Average agent delay and average active time by channel” chart provides a visual representation of two key metrics for each agent across different communication channels. The chart is designed to allow clear comparison and analysis of these metrics.

Average delay and average uptime : users can select either of these metrics to display on the chart using the radio buttons. The “Average Delay” represents the average delay before each agent answers a conversation, while the “Average Activity Time” indicates the average time the agent spends on each conversation.
Channels : Each channel is represented by a different color, as indicated by colored radio buttons. Users can select a specific channel to display the corresponding data for that channel.
Agent metrics : the selected metric is represented by columns arranged horizontally for each agent. Each column corresponds to the selected metric (either the average delay or the average activity time) for a specific agent. The length of the column corresponds to the metric value.

Using the "Average agent delay and average active time by channel" chart, agents and managers can visually analyze these key performance metrics across all agents and channels, identify trends and implement strategies to improve performance and efficiency.

Agent conversations by queue

The "Agent conversations by queue" statistical report provides a comprehensive overview of the conversations handled by each agent across different queues. The report is divided into several columns, each providing specific details about the conversations.

Agent : This column lists the names of all agents.
Queue : This column indicates the queue in which the conversations were handled.
Conversations : This column is divided into three sub-columns:
- Number : displays the total number of conversations handled by each agent in each queue.
- By hour : displays the average number of conversations that each agent handles per hour in each queue.
- Percentage : represents the percentage of total conversations that each agent handles in each queue.
Uptime : This column is divided into three sub-columns:
- Total : displays the cumulative time that the agent spent on conversations in each queue.
- Average : Displays the average time spent per conversation by each agent in each queue.
- Mean Delay : represents the average delay before each agent answers a conversation in each queue.
Ended by Agent : This column is divided into two sub-columns:
- Number : displays the number of conversations ended by the agent in each queue.
- % : represents the percentage of conversations ended by the agent in each queue.
Ended by the customer : This column is divided into two sub-columns:
- Number : displays the number of conversations ended by the customer in each queue.
- % : represents the percentage of conversations ended by the client in each queue.
Transferred : This column is divided into two sub-columns:
- Number : displays the number of conversations that were transferred to another agent or another queue in each queue.
- % : represents the percentage of conversations transferred in each queue.

Using the "Agent conversations by queue" statistical report, agents and managers can gain insights into each agent's performance across different queues, identify areas for improvement and implement strategies to improve efficiency and customer service.

Agent conversations by queue distribution

The "Agent conversations by queue breakdown" statistics table provides detailed information about each conversation handled by agents across different queues. The table consists of fourteen columns, each offering specific information about the conversations.

Conversation ID : this column lists the unique identifiers of each conversation.
Date : This column indicates the date on which each conversation took place.
Channel : This column indicates the communication channel used for each conversation, such as chat, email, or messaging.
Client : This column lists the customers involved in each conversation.
Queue : This column displays the queue in which each conversation was handled.
Campaign : This column indicates the campaign associated with each conversation.
Assignee : This column lists the agent assigned to each conversation.
Uptime : this column displays the total time that the agent spent on each conversation.
Answer speed : This column represents the time taken by the agent to answer each conversation.
Input : This column indicates the time at which each conversation entered the queue.
Output : this column indicates the time at which each conversation left the queue.
Transferred : This column indicates whether each conversation was transferred to another agent or another queue.
Last action by : this column indicates who performed the last action in the conversation, whether it was the agent or the customer.
Completed : This column indicates how each conversation ended.

Using the "Agent conversations by queue breakdown" statistics table, agents and managers can gain a granular understanding of each conversation, identify patterns and implement strategies to improve agent performance and customer service.

Chart of the total number of conversations/available agents by queue

The “Total conversations/available agents by queue” chart provides a visual representation of the total number of conversations handled and agent availability across different queues. The chart is designed to allow clear comparison and analysis of these two key metrics.

Total conversations (left axis) : this metric is represented by vertical bars. Each bar corresponds to the total number of conversations handled in a specific queue. The height of the bar corresponds to the number of conversations, as shown on the left axis.
Available agents (right axis) : this metric is represented by a yellow line that intersects the vertical bars. Each point on the line corresponds to the number of agents available at a given moment, as shown on the right axis.

Users can select the queues they want to display on the graph using the radio buttons. By selecting a specific queue, the graph will display the corresponding data for that queue.

Using the "Total conversations/available agents by queue" chart, agents and managers can visually analyze conversation volume and agent availability across different queues, identify trends and implement strategies to improve performance and efficiency.

Chart of agent conversations by queue

The “Agent conversations by queue” chart provides a visual representation of the number of conversations handled by each agent across different queues. The chart is designed to allow clear comparison and analysis of these key metrics.

Agent conversations : this metric is represented by horizontally arranged bars for each agent. Each bar corresponds to the total number of conversations handled by a specific agent. The length of the bar corresponds to the number of conversations.
Queues : conversations are then divided in each column by color, with each color representing a different queue. This provides a clear view of the distribution of conversations across queues for each agent.

Users can select the queues they want to display on the graph using the radio buttons. By selecting a specific queue, the graph will highlight the corresponding data for that queue in each agent's column.

Furthermore, by hovering over a specific color in an agent’s column, users can see the exact number of conversations handled by that agent for the corresponding queue.

Using the "Agent conversations by queue" chart, agents and managers can visually analyze the distribution of conversations between agents and queues, identify trends and implement strategies to improve performance and efficiency.

Agent [Average delay] and [Average activity duration] per queue graph

The “Average agent delay and average active time by queue” chart provides a visual representation of two key metrics for each agent across different queues. The chart is designed to allow clear comparison and analysis of these metrics.

Average delay and average uptime : users can select either of these metrics to display on the chart using the radio buttons. The “Average Delay” represents the average delay before each agent answers a conversation, while the “Average Activity Time” indicates the average time the agent spends on each conversation.
Queues : each queue is represented by a different color, as indicated by colored radio buttons. Users can select a specific queue to display the corresponding data for that queue.
Agent metrics : the selected metric is represented by columns arranged horizontally for each agent. Each column corresponds to the selected metric (either the average delay or the average activity time) for a specific agent. The length of the column corresponds to the metric value.

Using the "Average agent delay and average active time by queue" chart, agents and managers can visually analyze these key performance metrics across agents and queues, identify trends and implement strategies to improve performance and efficiency.

Missed conversations by agent by channel

The "Missed conversations by agent by channel" report provides an in-depth examination of interactions missed by agents across different communication channels. This analysis helps identify areas where customer interactions may have been overlooked, thereby enabling businesses to close gaps in their service. The table is divided into six columns, each providing specific details about the missed conversations.

Agent : This column lists the names of all agents.
Channel : this column indicates the communication channel for the missed conversations, such as chat, email, or messaging.
Missed : this column displays the total number of conversations missed by each agent in each channel.
Total : this column displays the total number of conversations assigned to each agent in each channel, including handled and missed conversations.
Percentage : This column represents the percentage of conversations missed by each agent in each channel, calculated as the number of missed conversations divided by the total number of conversations.
Average duration : This column displays the average duration of missed conversations for each agent of each channel.

Using the "Missed conversations by agent by channel" statistics table, agents and managers can gain insights into each agent's performance across different channels, identify areas for improvement and implement strategies to reduce the number of missed conversations.

Missed conversations by agent by channel

The "Missed conversations by agent by channel breakdown" statistics table provides detailed information about each missed conversation across different communication channels. The table consists of nine columns, each offering specific information about the missed conversations.

Conversation ID : this column lists the unique identifiers of each missed conversation.
Date : This column indicates the date on which each missed conversation took place.
Channel : This column indicates the communication channel of the missed conversation, such as chat, email, or messaging.
Queue : This column displays the queue to which each missed conversation was assigned.
Client : This column lists the customers involved in each missed conversation.
Campaign : This column indicates the campaign associated with each missed conversation.
Agent : This column lists the agent who missed each conversation.
Duration : This column displays the duration of each missed conversation.
Completed : This column indicates how each missed conversation was concluded.

Using the "Missed conversations by agent by channel breakdown" statistics table, agents and managers can gain a granular understanding of each missed conversation, identify patterns and implement strategies to improve agent performance and reduce the number of missed conversations.

Chart of missed conversations per agent by channel

The “Missed conversations by agent by channel” chart provides a visual representation of the conversations missed by each agent across different communication channels. The chart is divided into two sections, each providing specific information about the missed conversations.

Missed conversations : this section displays horizontally arranged bars for each agent. Each bar indicates the total number of conversations assigned to the agent and the number of missed conversations. The length of the bar represents the total number of conversations, while the highlighted part of the bar represents the number of missed conversations. These bars can be aligned in two ways: “Grouped” and “stacked”, offering different perspectives on the data.
Average durations : this section allows users to select specific agents and channels to display a pie chart that represents the average conversation duration. Users can choose to display data for an individual agent, all agents or a selected group of agents, across various channels such as voice, SMS, live chat and email. Each segment of the pie chart corresponds to the average conversation duration of an agent for a specific channel. The size of each segment is proportional to the average duration, effectively visualizing the average conversation durations per channel for each agent.

Using the "Missed conversations by agent by channel" chart, agents and managers can visually analyze each agent's performance across different channels, identify trends and implement strategies to reduce the number of missed conversations.

Missed conversations by agent by queue

The "Missed conversations by agent by queue" statistics table provides a detailed overview of the conversations missed by each agent across different queues. The table is divided into six columns, each providing specific details about the missed conversations.

Agent : This column lists the names of all agents.
Queue : This column indicates the queue in which the conversations were missed.
Missed : this column displays the total number of conversations missed by each agent in each queue.
Total : this column displays the total number of conversations assigned to each agent in each queue, including handled and missed conversations.
Percentage : This column represents the percentage of conversations missed by each agent in each queue, calculated as the number of missed conversations divided by the total number of conversations.
Average duration : This column displays the average duration of missed conversations for each agent of each queue.

Using the "Missed conversations by agent by queue" statistics table, agents and managers can gain insights into each agent's performance across different queues, identify areas for improvement and implement strategies to reduce the number of missed conversations.

Missed conversations by agent by queue distribution

The "Missed conversations by agent by queue breakdown" statistics table provides detailed information about each missed conversation across different queues. The table consists of nine columns, each offering specific information about the missed conversations.

Conversation ID : this column lists the unique identifiers of each missed conversation.
Date : This column indicates the date on which each missed conversation took place.
Channel : This column indicates the communication channel of the missed conversation, such as chat, email, or messaging.
Queue : This column displays the queue to which each missed conversation was assigned.
Client : This column lists the customers involved in each missed conversation.
Campaign : This column indicates the campaign associated with each missed conversation.
Agent : This column lists the agent who missed each conversation.
Duration : This column displays the duration of each missed conversation.
Completed : This column indicates how each missed conversation was concluded.

Using the "Missed conversations by agent by queue breakdown" statistics table, agents and managers can gain a granular understanding of each missed conversation, identify patterns and implement strategies to improve agent performance and reduce the number of missed conversations.

Chart of missed conversations per agent by queue

The “Missed conversations by agent by queue” chart provides a visual representation of the conversations missed by each agent across different queues. The chart is divided into two sections, each providing specific information about the missed conversations.

Missed conversations : this section displays horizontally arranged bars for each agent. Each bar indicates the total number of conversations assigned to the agent and the number of missed conversations. The length of the bar represents the total number of conversations, while the highlighted part of the bar represents the number of missed conversations.
Average durations : in this section, users can select a specific queue to display a pie chart that shows the average duration of missed conversations per agent in that queue. Each slice of the pie chart represents an agent and the size of the slice corresponds to the average duration of the conversations missed by that agent.

Using the "Missed conversations by agent by queue" chart, agents and managers can visually analyze each agent's performance across different queues, identify trends and implement strategies to reduce the number of missed conversations.

The agent pauses the report

A statistical report on agent breaks provides detailed information about the breaks taken by agents in a work environment. Breaks are generally short pauses that agents take during their shift for various reasons, such as rest, personal needs, or specific activities.

Supervisors can use these reports to analyze whether the timing and frequency of pauses affect overall service levels and customer satisfaction. In addition, by studying these reports, supervisors can identify opportunities to optimize pause schedules, offer additional training or adjust staffing levels to ensure that service quality remains high.

The agent pauses the outage

The agent break breakdown report provides details on when agents took breaks. It includes information such as the agent's name, when the break started and ended, its duration, and whether it is a billable break or not.

Agent Pauses Chart

The report is divided into three sections. The first section presents a graph that illustrates the duration of agent breaks. The second section presents a pie chart illustrating the distribution of agent breaks, including the reasons for the breaks. The third table indicates whether the breaks were billable or not.

Agent sessions and pauses

Agent sessions and pauses represent a detailed overview of agents' activity and productivity metrics during a specified period, indicating which agents were active, how many sessions they had and the total duration they spent in those sessions. The report also provides information about the interruptions or pauses taken by agents, including the number of pauses, the total time spent on those pauses and the average pause duration. In addition, it offers a comparative analysis of agents' active session time versus their pause time in terms of percentages and average values, thus constituting a valuable tool allowing managers and supervisors to monitor agent efficiency, understand work patterns and identify areas for improvement. The report is divided into several columns, each providing specific details about the sessions and pauses.

Agent : This column lists the names of all agents.
Sessions : This column is divided into three sub-columns:
- Number : displays the total number of sessions that each agent had.
- Duration : displays the total duration of all sessions for each agent.
- Average : Represents the average session duration for each agent. For example, if an agent had three sessions lasting 10 minutes, 20 minutes, and 30 minutes respectively, the total duration would be 60 minutes. The “average” would then be calculated as follows: 60 minutes (total duration) divided by 3 (total number of sessions), which equals 20 minutes.

Thus, the “Average” represents the average duration of a session for the agent.

Pauses : This column is divided into five sub-columns:
- Number : displays the total number of breaks taken by each agent during their sessions.
- Duration : Displays the total duration of all breaks for each agent.
- Average : Represents the average pause duration for each agent.
- Pause % : displays the percentage of the total session time that each agent spent on break. The “% break” is calculated by taking the total duration of all breaks and dividing it by the total duration of all sessions (including active time and break time), then multiplying the result by 100 to obtain a percentage. For example, if an agent has a total session duration of 500 minutes and was on break for 50 minutes, the “% break” will be calculated as follows: (50 minutes (total break duration) / 500 minutes (total session duration)) * 100 = 10%. Thus, the “% break” represents the percentage of the total session time that the agent spent on break. Thus, the “% break” represents the percentage of the total session time that the agent spent on break.
- Pauses per session % : Represents the average percentage of pauses per session for each agent. The "% of pauses per session" is calculated by dividing the total number of pauses by the total number of sessions, then multiplying the result by 100 to obtain a percentage.
  For example, if an agent had 10 sessions and during those sessions took a total of 20 breaks, the « % of breaks per session » would be calculated as follows:
  (20 breaks (total number of breaks) / 10 sessions (total number of sessions)) * 100 = 200 %
  Thus, the “% of pauses per session” represents the average percentage of pauses per session for the agent.
  Please note that this calculation assumes that each break is counted as a discrete event, regardless of its duration. If your system counts breaks differently, the calculation may need to be adjusted accordingly.

Using the "Agent sessions and pauses" statistical report, managers can gain insights into each agent's work patterns, identify areas for improvement and implement strategies to improve efficiency and productivity.

Distribution of agent sessions and breaks

The "Agent sessions and breaks breakdown" statistics table provides detailed information about each session and break taken by agents. The table consists of six columns, each offering specific information about the sessions and breaks.

Agent : This column lists the names of all agents.
Start : This column displays the start time of each session or break.
End : This column indicates the end time of each session or break.
Duration : This column displays the total duration of each session or break. This is calculated as the difference between the end time and the start time.
Reason name : this column indicates the reason for each break, if applicable. This can include reasons such as “break”, “technical issue”, “training”, etc.
Event : This column indicates whether the record corresponds to a session or a pause.

Using the "Agent sessions and pauses breakdown" statistics table, managers can gain a granular understanding of each agent's work patterns, identify trends and implement strategies to improve efficiency and productivity. This can also help identify issues that may cause frequent or long pauses, thus enabling targeted problem resolution.

Chart of agent sessions and pauses

The “Agent sessions and pauses” chart provides a visual representation of the number and duration of sessions and pauses for each agent. The chart is divided into two sections, each providing specific information about the sessions and pauses.

Number of sessions and pauses : this graph displays columns arranged horizontally for each agent, representing the total number of sessions and breaks. Users can select “Sessions” or “Breaks” from the radio buttons to display the corresponding data. Each column corresponds to the total number of the selected event (sessions or breaks) for a specific agent.
Duration of sessions and pauses : this graph also displays columns arranged horizontally for each agent, but it represents the total duration of sessions and breaks. Users can select “Session duration” or “Break duration” from the radio buttons to display the corresponding data. Each column corresponds to the total duration of the selected event (either the session duration or the break duration) for a specific agent.

Using the "Agent sessions and pauses" chart, managers can visually analyze the number and duration of sessions and pauses for each agent, identify trends and implement strategies to improve efficiency and productivity. This can also help identify issues that may cause frequent or long pauses, thus enabling targeted problem resolution.

Conversations by channel

Conversations per channel provide a comprehensive overview of communication interactions across different channels within a specified time frame. This report highlights the total number of conversations, distinguishing those with a response from those without, and offers insight into the speed of responses. The table is divided into several columns, each providing specific details about the conversations.

Channel : this column lists the communication channels, including email, live chat, SMS, voice and an option for All channels combined.
Uptime : This column is divided into four sub-columns:
- Total : displays the total activity time for each channel.
- Min : Displays the shortest activity time recorded for each channel.
- Max : Represents the longest activity time recorded for each channel.
- Average : Indicates the average uptime for each channel.
Answer speed : This column is also divided into four sub-columns:
- Total : Displays the total speed to answer for each channel.
- Min : Displays the shortest answer speed recorded for each channel.
- Max : Represents the longest response speed recorded for each channel.
- Average : Indicates the average speed of answer for each channel.

Results of conversations by channel

The "Conversation outcomes by channel" statistics table provides detailed information about the outcomes of conversations handled across different communication channels. The table consists of several columns, each offering specific information about the conversation outcomes.

Channel : this column lists the communication channels, including email, live chat, SMS, voice and an option for All channels combined.
Total : This column displays the total number of conversations for each channel.
Answered : this column displays the number of conversations that were answered in each channel.
% answered : this column represents the percentage of conversations that were answered in each channel.
No answer : this column displays the number of conversations that remained unanswered in each channel.
% unanswered : This column represents the percentage of conversations that went unanswered in each channel.
Transferred : this column displays the number of conversations that were transferred to another agent or another queue in each channel.
% transferred : This column represents the percentage of conversations that were transferred in each channel.

Using the "Conversations by channel" and "Conversation outcomes by channel" statistics tables, managers can gain an overview of performance across different channels, identify areas for improvement and implement strategies to improve efficiency and customer service.

Distribution of conversations by channel

The "Conversation breakdown by channel" statistics table provides detailed information about each conversation handled across different communication channels. The table consists of fourteen columns, each offering specific information about the conversations.

Conversation ID : this column lists the unique identifiers of each conversation.
Date : This column indicates the date on which each conversation took place.
Channel : This column indicates the communication channel used for each conversation, such as chat, email, or messaging.
Client : This column lists the customers involved in each conversation.
Queue : This column displays the queue in which each conversation was handled.
Campaign : This column indicates the campaign associated with each conversation.
Assignee : This column lists the agent assigned to each conversation.
Uptime : this column displays the total time that the agent spent on each conversation.
Answer speed : This column represents the time taken by the agent to answer each conversation.
Input : This column indicates the time at which each conversation entered the queue.
Output : this column indicates the time at which each conversation left the queue.
Transferred : This column indicates whether each conversation was transferred to another agent or another queue.
Last action by : this column indicates who performed the last action in the conversation, whether it was the agent or the customer.
Completed : This column indicates how each conversation ended.

Using the "Conversation breakdown by channel" statistics table, managers can gain a granular understanding of each conversation, identify patterns and implement strategies to improve agent performance and customer service.

Results of conversations by channel, breakdown

The "Conversation outcomes by channel breakdown" statistics table provides detailed information about each conversation handled across different communication channels, along with their outcomes. The table consists of fourteen columns, each offering specific information about the conversations and their outcomes.

Conversation ID : this column lists the unique identifiers of each conversation.
Date : This column indicates the date on which each conversation took place.
Channel : This column indicates the communication channel used for each conversation, such as chat, email, or messaging.
Client : This column lists the customers involved in each conversation.
Queue : This column displays the queue in which each conversation was handled.
Campaign : This column indicates the campaign associated with each conversation.
Assignee : This column lists the agent assigned to each conversation.
Uptime : this column displays the total time that the agent spent on each conversation.
Answer speed : This column represents the time taken by the agent to answer each conversation.
Input : This column indicates the time at which each conversation entered the queue.
Output : this column indicates the time at which each conversation left the queue.
Transferred : This column indicates whether each conversation was transferred to another agent or another queue.
Last action by : this column indicates who performed the last action in the conversation, whether it was the agent or the customer.
Completed : this column indicates how each conversation ended, thereby providing an overview of the conversation outcomes.

Using the "Conversation outcomes by channel breakdown" statistics table, managers can gain a granular understanding of each conversation, identify patterns in conversation outcomes and implement strategies to improve agent performance and customer service.

Chart of conversations by channel

The "Chart of conversations by channel" provides a visual representation of various aspects of conversations handled across different communication channels. The chart is divided into three sections, each focusing on a specific aspect of the conversations.

Uptime

This section allows users to monitor the durations of conversations for each channel over a specific period.

Radio buttons (left) : users can choose between “Minimum”, “Maximum”, and “Average” to display the corresponding data for the activity duration.
Radio buttons (right) : users can filter the data by channel, selecting between “Voice”, “Live Chat”, “SMS”, and “Email”.

Using this section, managers can analyze trends in conversation duration and identify areas for improvement.

Answer speed

This section gives an overview of the speed at which agents respond to conversations across different channels.

Radio buttons (left) : users can choose between “Minimum”, “Maximum”, and “Average” to display the corresponding data for the response speed.
Radio buttons (right) : users can filter the data by channel, selecting between “Email”, “Voice”, “Live Chat”, and “SMS”.

This section helps to understand how quickly agents respond to customer requests and can guide efforts to reduce response times.

Total conversations

This section allows users to monitor the total number of conversations for each channel over a specific period.

Radio buttons (left) : users can filter the data by channel, selecting between “Email”, “Voice”, “Live Chat”, and “SMS”.
Radio buttons (right) : users can view data for “Answered”, “Unanswered”, and “Transferred” conversations.

By hovering over the peaks of the chart, users can see detailed data for each period.

Using the "Total conversations" section, managers can gain an overview of the volume and outcomes of conversations, thus contributing to resource allocation and performance improvement.

The "Chart of conversations by channel" is a powerful tool for visually analyzing various aspects of conversations, enabling managers to make informed decisions and implement strategies to improve customer service and efficiency.

Chart of conversation outcomes by channel

The "Chart of conversation outcomes by channel" provides a visual representation of the outcomes of conversations handled across different communication channels. The chart is divided into three sections, each providing specific information about the conversation outcomes.

Total results

This section displays columns arranged horizontally for each channel, representing the total results of "Answered", "Unanswered", and "Transferred" conversations. By examining these columns, users can get a quick overview of the distribution of conversation results across different channels.

Pie charts

The chart is divided into three sections represented by pie charts:

Replies by channel : this pie chart provides a visual breakdown of answered conversations across different channels. Users can view the data for all channels combined or select an individual channel to view its specific data.
No answer per channel : this pie chart displays the distribution of unanswered conversations across different channels. Users can view the data for all channels combined or select an individual channel to view its specific data.
Transferred by channel : this pie chart shows the distribution of transferred conversations across different channels. Users can view the data for all channels combined or select an individual channel to view its specific data.

These pie charts allow users to easily compare and analyze the distribution of conversation outcomes across different channels.

Summary by channel

This section provides a pie chart that summarizes the conversation results for each channel. Users can display data from all channels combined or select an individual channel to display its specific data. The pie chart provides a complete view of the distribution of conversation results (answered, unanswered, and transferred) for the selected channel(s).

Using the "Conversation outcomes chart by channel", managers can visually analyze conversation outcomes across different channels, identify trends and implement strategies to improve customer service and efficiency.

Queue statistics

The Queue Statistics section provides information about the distribution and handling of conversations across different channels and queues. Use this data to optimize queue management and ensure that customers receive timely assistance.

The Queue Statistics page offers a comprehensive and customizable view of various queue-related metrics. With multiple filters, adjustable time formats, and reporting capabilities, this page allows you to effectively analyze and optimize queue performance. Here is an overview of the features and options available on the Queue Statistics home page.

Filters

This page offers several filters to help you refine the displayed data:

By date: select a specific date range to display data for that period. This allows you to analyze trends over time or focus on a particular period.
By queue: filter the data by specific queue to analyze its performance and the distribution of conversations.
By channel: choose a communication channel (for example, voice, live chat, SMS, email) to display data only for that channel, which helps you understand channel-specific queue performance.
By agent: filter the data based on specific agents. This can help you assess individual agents' contributions to queue management.
Time format adjustment: you can adjust the time format displayed on the page according to your preferences or to match your organization's standard time format.

Report type selection

Currently, the landing page supports queue report generation. Choose the "Queue" report type to generate and display metrics related to queue performance and conversation distribution.

Search for reports

The search feature allows you to quickly find specific reports based on keywords or phrases. Simply enter your search term and the system will display the relevant reports in the results.

Adding reports to the display list

Once you have added the desired reports to your list, click the “Display” button to create a report based on the selected metrics. The generated report can then be viewed, printed, or exported for further analysis.

With its versatile filters, customization options, and reporting capabilities, the Queue Statistics home page offers a powerful tool for analyzing and optimizing your organization’s queue management processes.

All conversations by channel

The "All conversations by channel" report provides a comprehensive overview of customer interactions across different communication channels. This report aggregates key indicators to measure the efficiency and effectiveness of communication. Users can gain insight into various key parameters such as active time, response speed, wait time, first response time, and resolution time. In addition, it details the total number of conversations, the percentage of answered, unanswered, and transferred responses.
The “All conversations by channel” statistics are divided into three tables, each providing specific information about the conversations handled across different communication channels.

All conversations by channel

This table provides a comprehensive overview of all conversations handled across different channels.

Channel : this column lists the communication channels, including email, live chat, SMS, voice and an option for All channels combined.
Uptime : This column is divided into four sub-columns:
- Total : displays the total activity time for each channel.
- Min : Displays the shortest activity time recorded for each channel.
- Max : Represents the longest activity time recorded for each channel.
- Average : Indicates the average uptime for each channel.
Answer speed : This column is also divided into four sub-columns:
- Total : Displays the total speed to answer for each channel.
- Min : Displays the shortest answer speed recorded for each channel.
- Max : Represents the longest response speed recorded for each channel.
- Average : Indicates the average speed of answer for each channel.
Wait time : This column is divided into four sub-columns:
- Total : Displays the total waiting time for each channel.
- Min : Displays the shortest waiting time recorded for each channel.
- Max : Represents the longest wait time recorded for each channel.
- Average : Indicates the average waiting time for each channel.

All conversations by external channel

This table gives an overview of the first response time and resolution time of conversations across different channels.

Channel : This column lists the communication channels.
First response time : This column is divided into four sub-columns:
- Total : displays the total first response time for each channel.
- Min : Displays the shortest first response time recorded for each channel.
- Max : Represents the longest first response time recorded for each channel.
- Average : Indicates the average first response time for each channel.
Resolution time : This column is divided into four sub-columns:
- Total : Displays the total resolution time for each channel.
- Min : Displays the shortest resolution time recorded for each channel.
- Max : Represents the longest resolution time recorded for each channel.
- Average : Indicates the average resolution time for each channel.

All conversation results by channel

This table provides detailed information on the outcomes of conversations handled across different communication channels.

Channel : This column lists the communication channels.
Total : This column displays the total number of conversations for each channel.
Answered : this column displays the number of conversations that were answered in each channel.
% answered : this column represents the percentage of conversations that were answered in each channel.
No answer : this column displays the number of conversations that remained unanswered in each channel.
% unanswered : This column represents the percentage of conversations that went unanswered in each channel.
Transferred : this column displays the number of conversations that were transferred to another agent or another queue in each channel.
% transferred : This column represents the percentage of conversations that were transferred in each channel.

Using the "All conversations by channel" statistics tables, managers can gain an overview of performance across different channels, identify areas for improvement and implement strategies to improve efficiency and customer service.

Distribution of all conversations by channel

The "All conversations by channel breakdown" statistics table provides detailed information about each conversation handled across different communication channels. The table consists of fourteen columns, each offering specific information about the conversations.

Conversation ID : this column lists the unique identifiers of each conversation.
Date : This column indicates the date on which each conversation took place.
Channel : This column indicates the communication channel used for each conversation, such as chat, email, or messaging.
Client : This column lists the customers involved in each conversation.
Queue : This column displays the queue in which each conversation was handled.
Assignee : This column lists the agent assigned to each conversation.
Uptime : this column displays the total time that the agent spent on each conversation.
Answer speed : This column represents the time taken by the agent to answer each conversation.
Wait time : This column shows how much time each conversation spent waiting in the queue before receiving an answer.
Input : This column indicates the time at which each conversation entered the queue.
Output : this column indicates the time at which each conversation left the queue.
Transferred : This column indicates whether each conversation was transferred to another agent or another queue.
Last action by : this column indicates who performed the last action in the conversation, whether it was the agent or the customer.
Completed : This column indicates how each conversation ended.

Using the "All conversations by channel" statistics table, managers can gain a granular understanding of each conversation, identify patterns and implement strategies to improve agent performance and customer service.

External distribution of all conversations by channel

The "All conversations by external channel breakdown" statistics table provides detailed information about each conversation handled across different communication channels, with a focus on external interactions. The table consists of fourteen columns, each offering specific information about the conversations.

Conversation ID : this column lists the unique identifiers of each conversation.
Date : This column indicates the date on which each conversation took place.
Channel : This column indicates the communication channel used for each conversation, such as chat, email, or messaging.
Client : This column lists the customers involved in each conversation.
Queue : This column displays the queue in which each conversation was handled.
Assignee : This column lists the agent assigned to each conversation.
Uptime : this column displays the total time that the agent spent on each conversation.
Answer speed : This column represents the time taken by the agent to answer each conversation.
Wait time : This column shows how much time each conversation spent waiting in the queue before receiving an answer.
Input : This column indicates the time at which each conversation entered the queue.
Output : this column indicates the time at which each conversation left the queue.
Transferred : This column indicates whether each conversation was transferred to another agent or another queue.
Last action by : this column indicates who performed the last action in the conversation, whether it was the agent or the customer.
Completed : This column indicates how each conversation ended.

Using the "External breakdown of all conversations by channel" statistics table, managers can gain a granular understanding of each conversation, identify patterns in external interactions and implement strategies to improve agent performance and customer service.

Distribution of all conversation results by channel

The "All conversation outcomes by channel breakdown" statistics table provides detailed information about each conversation handled across different communication channels, with a focus on the outcomes of these conversations. The table consists of fourteen columns, each offering specific information about the conversations and their outcomes.

Conversation ID : this column lists the unique identifiers of each conversation.
Date : This column indicates the date on which each conversation took place.
Channel : This column indicates the communication channel used for each conversation, such as chat, email, or messaging.
Client : This column lists the customers involved in each conversation.
Queue : This column displays the queue in which each conversation was handled.
Assignee : This column lists the agent assigned to each conversation.
Uptime : this column displays the total time that the agent spent on each conversation.
Answer speed : This column represents the time taken by the agent to answer each conversation.
Wait time : This column shows how much time each conversation spent waiting in the queue before receiving an answer.
Input : This column indicates the time at which each conversation entered the queue.
Output : this column indicates the time at which each conversation left the queue.
Transferred : This column indicates whether each conversation was transferred to another agent or another queue.
Last action by : this column indicates who performed the last action in the conversation, whether it was the agent or the customer.
Completed : this column indicates how each conversation ended, thereby providing an overview of the conversation outcomes.

Using the "All conversation outcomes by channel" statistics table, managers can gain a granular understanding of each conversation, identify patterns in conversation outcomes and implement strategies to improve agent performance and customer service.

Chart of all conversations by channel

The "Chart of all conversations by channel" provides a visual representation of various aspects of all conversations handled across different communication channels. The chart is divided into four sections, each focusing on a specific aspect of the conversations.