The production report

This report allows you to follow how your teams handle ongoing and pending conversations, whether they are real-time conversations or come from conversation queues (=asynchronous messaging). KPIs and statistics are updated in real-time.

1. Operators

In the production report, it is possible to monitor the activity of the agents in real-time. You can also get the number of agents logged in per routing group and view each agent individually (its current conversations).

In this report, data is available for all channels and projects simultaneously. Simply select them by filters (projects, channels).

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At a glance, you know how many agents are connected to their discussion panel and their status for each channel (available, busy, unavailable).



In green: Agent online and available
In orange: Agent online but busy
In red: Agent unavailable

2. Conversations

Then you have a global view of your conversations. Several states are differentiated.

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The "TO BE HANDLED" part displays information on the conversations that are in your conversation queue. Here you'll find:

  • pending conversations that just arrived in your conversation queue, or are back there after being snoozed
  • the number of pending conversations, sorted by distribution group
  • the maximum waiting time (= waiting time of the visitor who has been in the queue for the longest time)
There are several actions or situations that sometimes cause the number of places in the conversation queue to be exceeded:
  • The snooze: Agents snoozed a conversation that came back in pending
  • Transfers: A conversation has been transferred to an already full routing rule
  • Visitor engagement: Several visitors have sent a message within the same time frame, leading to a queue overflow
  • The transfers of bots: A bot becomes available when at least one of the routing rules in its scenario is available. If the visitor chooses a path that takes them to an already full chat queue, the bot will transfer nevertheless to that queue.

 

The "IN HANDLING" part displays information on the conversations being currently handled by your teams:

  • the number of ongoing conversations: conversations currently being handled by agents on their conversation panel
  • the number of snoozed conversations: conversations that were snoozed by agents and haven't gone back to a conversation queue yet - they will join the conversation queue once the waiting time has expired, or when the visitor will answer

The "HANDLED" tab displays information on your closed conversations

 ☝️ Unlike the other indicators in this report which are displayed in real-time, the numbers you can find in the "HANDLED" tab are aggregated over the day


The report allows you to read a pending, ongoing or snoozed conversation and easily share the link of the conversation.
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Click on
the read button in order to:

(1) Release the conversation ((not available for snoozed or closed conversations. Warning, a conversation cannot be released if it is "ongoing" AND if the agent is currently connected to his conversation panel)
(2) Access all the data linked to the conversation (content, project, sales, status, ID...)
(3) Access past conversations

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Use the release button to send the conversation back to the waiting list. The conversation will therefore return to the waiting queue and will be no longer assigned
(while remaining on the original routing group). This feature is available for pending and ongoing conversations.


This report is evolving and will progressively include more KPIs to bring you the best possible experience and insights.