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Contacts - opportunities report

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:

 

Indicator Definition Definition
Missed conversations estimate The estimated number of conversations that were missed because agents were 100% busy, offline, not in production, or because the conversation queue was full. Total displays missed x Engagement rate on the targeting rule on the last 15 days
Missed conversations estimate (agents absent) The estimated number of conversations that were missed because agents were absent, not in production, or because the conversation queue was full. Missed displays (agents absent) x Response rate
Missed conversations estimate (agents 100% busy) The estimated number of conversations that were missed because agents were 100% busy or because the conversation queue was full.

Missed displays (agents fully occupied) 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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