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Contacts / Consulting activity data

Activity reports allow you to consult certain very useful information related to contacts carried out through iAdvize, such as total number of contacts, number of contacts per hour, average handling time etc.


1/ Accessing the activity report

To access an activity report, go to "Reports" and choose the report "Contacts - Activity".

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2/ Consulting activity data

The operator activity reports allow you to monitor your contacts’ activity both globally and in detail.

The page you see consists of 4 elements:

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(1) The filter selection:


Filter data based on results desired. You can apply a filter by channel, project, type of view (agent, type of discussion, rule, page type or conversion) and date.

(2) The indicators:

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Here is the list of indicators shown on this page and what they correspond to:

Title

Description

Formula

Contacts

Number of contacts closed during the selected period of time for Chat, call, & video channels.

Number of contacts replied & closed during the selected period of time for Social channels

Sum of contacts

Received messages

Total number of messages within a conversation received by the agents over this period of time. (New indicator - replaces the occupancy rate indicator)

Average number of simultaneous contacts for the period.

Sent messages

Total number of messages within a conversation sent by the agents over this period of time. (New indicator - replaces the occupancy rate indicator)

Contacts initiated / displays

Simultaneous contacts

Average number of contacts handled simultaneously by an agent during the agent's login time

Average number of simultaneous contacts for the period.

Contacts per hour

Average number of contacts processed by an agent for an hour of production

Number of contacts handled / production time

Contact / HR on the website

Average number of contacts processed by an agent for an hour of production

Number of contacts handled / production time

Average handle time

Average duration for all contacts, the duration of a contact being defined as the difference between the end time (close) and start time.

Average of duration for all contacts



(3) The graphics:

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These show the evolution of indicators as well as the percentage distribution according to the selected view at a glance (agent, targeting rule, etc.)

(4) The data table:

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This presents detailed numerical data in the form of a table. You can check the details of each line by clicking on the "pen" icon or export the table in CSV format using this icon .

 

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