The responsiveness report allows you to analyse in greater detail different key indicators when using iAdvize. Data such as response time for the first visitor message, average response time and handling time have an impact on global visitor satisfaction.
1/ Accessing the responsiveness report
To access a responsiveness report, go to "Reports" then choose the "Contact responsiveness" report.
2/ Consulting responsiveness data
The operator responsiveness report allows you to monitor times linked to different key indicators.
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, skill, contact topic, targeting rule, page type) and date.
(2) The indicators:
Here is the list of indicators shown on this page and what they correspond to:
|Average handling 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 time between first visitor message and closing of the conversation by the agent.|
|Contacts initiated with no response||Number of contacts initiated by the visitor with no response from the agent.||Sum of initiated contacts with no response|
|Response time||Average response time between a client request and the agent's response.||Average of time taken between a visitor message and agent response.|
|First message response time||
Average response time between the first client question and the agent's response.
The automatic message configured when starting a discussion is not taken into account in this indicator.
|Average of time taken between a visitor's first message and the agent response.|
|Last message to chat closing time||Average time between the visitor's last message and the chat being closed on the conversation panel.||Average of time taken between a visitor's last message and the end of chat by the agent.|
NB: When an Agent A receives a chat and transfers it to an Agent B without having responded, the conversation of Agent A will be counted in the Unanswered Initiated Contact Report.
(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 "pen" icon or export the table in CSV format using this icon .