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Contacts - activity report

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*.

*This is the end date of a conversation that is used to associate a contact with a time slot.

(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

The number of contacts handled during the selected period for the Chat, Call and Video channels. 

A contact is created when a conversation is pushed to a professional agent, expert, or bot. It ends when the conversation is being snoozed, transferred, or closed.
A contact is created each time the conversation is pushed.
We can therefore have multiple contacts for a single conversation.

Sum of contacts

Received messages

The total number of messages received over the period in the contacts.

Average number of simultaneous contacts for the period.

Sent messages

The total number of messages sent over the period in the contacts.

Contacts initiated / displays

Simultaneous contacts (1)

The average number of contacts handled simultaneously by an agent during the agent's log-in time.

Average number of simultaneous contacts for the period.

Contacts per hour (2)

The average number of contacts handled 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 handling time (AHT)

The average duration of all contacts, the duration of a contact being defined by the difference between the end time (closed conversation, snooze period or transfer), and the time when the contact is made available on the agent's conversation panel (the "push").

Average of duration for all contacts

 

(1) The number of simultaneous contacts is calculated on a simultaneous conversation time divided by the production time.

For example : on a slot from 10h to 11h where an agent does 1h of production (connected and available on the entire slot)

- He has 1 conversation that last the whole hour : simultaneous contacts = (1 x 3600) / 3600 = 1

- He has 1 conversation that last a half hour : simultaneous contacts = (1 x 1800) / 3600 = 0,5

- He has 2 conversations simultaneously that last the whole hour : simultaneous contacts = (2 x 3600) / 3600 = 2

Other cases :

- He has 2 conversations, 1 from 10h20 to 10h30 and 1 from 10h20 to 10h40, so there are 10min during which he has 2 simultaneous conversations, for only 20min of occupation : simultaneous contacts = (2 x 600 + 1 x 600) / 3600 = 0,5

 

(2) The number of contacts per hour aims at knowing how much an agent can treat in 1 h of production.

For example, 1 contact treated in 15 min of production is equal to a debit of production corresponding to about 4 contacts treated in 1 hour of production.

It allows therefore to compare the cadence of all the agents, about their time of connection.


(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 .