Help Center

Explore our knowledge base
article

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

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  .

 

Comments