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Multi-channel data is coming to the productivity reports

Enhancements on the productivity reports are coming!

As part of the continuous improvements of iAdvize, an update on the calculation for the productivity indicators is currently being deployed.

This update aims to enhance the relevance of productivity indicators when the channels Chat and/or Call and/or Video are enabled for a website.

As of today, the log-in time is based on the connection to the discussion panel without taking the channels supported by the agents into account. In other words, the presence time of an agent only handling Click to Call will be taken into account in the productivity indicators of the Click to Chat channel.

These new improvements aim at partitioning the productivity indicators for each channel, in order to provide more accurate follow-up.

 

What does it change for my iAdvize account?

A new filter named "All" is now available in the productivity reports

This filter groups the presence time of all the channels enabled for the website. It is equivalent to the data currently displayed in the productivity report.

The filters "Chat", "Call" and "Video" now display the productivity information only for the selected channel (they will be partitioned).

This update has been performed for data generated from January 1st, 2016. For technical reasons, data prior to this date, shown in the filters "Chat", "Call" and "Video" will not be updated.

As a consequence, these views will be empty. To access to productivity data preceding january 1st 2016, the filter “All” is available.

Contact, sales, satisfaction and problems reports are not impacted by this update.

The iAdvize support team is available if you have any questions or comments.

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