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
.