The Reactivity report focuses on the performance of agent in terms of response and handling times. It allows you to analyze various key indicators in more detail using iAdvize. Indeed, data such as the response time to the visitor's first message, the average response time, and the handling time will impact the overall satisfaction of your visitors.
1. Accessing the responsiveness report
To access a responsiveness report, go to Reports > Team activity then choose the 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
The "Reactivity" report focuses on the "contact", which is the moment when the visitor's message appears on the agent's dashboard. The indicators are calculated with an "average" and focus on the agents' performance in terms of response and processing time:
- Average Handling Time (AHT): Average time taken by agent to handle contacts.
- Unanswered Initiated Contacts: Number of initial contacts to which agent did not respond.
- Response Time: Average time taken to respond to visitors' messages.
- First Message Response Time: Average time taken to respond to the first message of a contact.
- Closure Time: Average time taken to close a contact.
These five indicators are presented in the form of graphs. By clicking on one of them, you can access live information, with the duration or number on the x-axis and the different hours of the day on the y-axis.
At the bottom of this report page, you can also view a table that details each indicator by agent, including information about their group, average response time, total number of contacts, etc.
For more information on the list of indicators in this report and what they correspond to, see the article on the definition of indicators.
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 exporting the table in CSV format using this icon
.
5. Customer Experience Report and Responsiveness Report
Although the "Customer Experience Report" and "Responsiveness" reports may seem similar, they fundamentally differ in their indicators and methodology. The "Customer Experience Report" report focuses on visitor satisfaction and experience, while the "Responsiveness" report measures the operational performance of the agent.
Moreover, the indicators in the Responsiveness Report are calculated using an average to smooth out fluctuations and provide an overall view of performance, identifying general trends despite extreme values. However, the indicators in the Customer Experience Report are calculated using a median, as it excludes extreme values and better reflects the experience of the majority of visitors, offering a more precise and representative measure of overall satisfaction.
To understand how to calculate these indicators, you can refer to this article.
This article will detail the indicators related to the Customer Experience Report.
