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Contacts / Consulting opportunity data

The opportunity report allows you to evaluate missed chat opportunities to adapt your agents' availability.

1/ Accessing the opportunity report

To access an opportunity report, go to "Reports" and choose the "Contacts - Opportunities" report.


2/ Consulting the opportunities data
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, by project and by type of view and date/period.




(2) The indicators:



Here is the list of indicators shown on this page and what they correspond to:

Title

Description

Formula

Missed contact opportunities

Estimated number of contacts missed because agents are absent, fully occupied or not producing.

Total displays missed x Response rate on the targeting rule on the last 15 days

Contacts missed (agents fully occupied)

Estimated number of missed contacts because agents are fully occupied.

Missed displays (agents fully occupied) x Response rate

Contacts missed (absent agents)

Estimated number of contacts missed because agents are missing or not producing.

Missed displays (agents absent) x Response rate

Maximum agents present

Maximum number of simultaneously connected agents over a given period.

Maximum number of simultaneously connected agents over a given period.



(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"  or export the table in CSV format using this icon  .

 

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