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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".



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:

(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:

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

Title

Description

Formula

Initiated contacts

Number of contacts initiated for the period selected.

Sum of contacts

Simultaneous contacts

Average number of contacts handled simultaneously by one agent over duration of presence.

Average number of simultaneous contacts for the period.

Response rate

Share of displays which have generated a contact.

Contacts initiated / displays

Impressions

Number of chat/call/video impressions generated on the website during the period.

Sum of impressions

Triggered

Number of times a targeting rule has been triggered, as a consequence of visitors meeting the right criteria.

Sum of trigger

Contacts per hour

Average number of contacts handled by an agent for one hour of production.

Number of contacts handled / Duration of production (cumulative, in hours)

Contacts / hour for site

Average number of contacts handled by all agents for one hour of production.

Number of contacts handled / Duration of production (smoothed, in hours)

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:


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:


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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