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" > "Team activity" 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*.
*This is the end date of a conversation that is used to associate a contact with a time slot.
(2) The indicators:
You will find the list of indicators in this report and what they correspond to in the article definition of indicators.
(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 exporting the table in CSV format using this icon .