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Contacts - responsiveness report

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:

Title Description Formule
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 or transfer), and the time when the contact is made available on the agent's conversation panel (the "push"). The average time between the first visitor message and the closing of the conversation by the agent.
Contacts with no response The number of contacts initiated by a visitor with no response from an agent. Sum of initiated contacts with no response
Response time The average length of time between a customer's request and the agent's response in the contacts.

The response time does not take special delays into account (waiting time, snoozed conversation, etc.)
Average of time taken between a visitor message and agent response.
First message response time (1MRT)

The average length of time between the availability of the contact on the agent's desk (the "push") and the agent's first response.
Waiting time is therefore not included in the calculation of this indicator.

If the agent does not send a message and pauses, this contact will not count in the calculation of this indicator.

Average of time taken between a visitor's first message and the agent response.
Closing time The average length of time between the visitor's last message and the moment when the agent closes the contact on the conversation panel.
(if there is no visitor message e.g. after a snooze, then the last message from the agent is used for the calculation)
Average of time taken between a visitor's last message and the end of chat by the agent.

 

NB: When Agent A receives a conversation and transfers it to Agent B or snooze it 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 the "pen" icon  or export the table in CSV format using this icon .