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Changes in your Contacts reports

An update designed to make your Contacts reports more accurate and powerful will be launch on August 2, 2021.

In short, what is changing:

  • The definition of contact will be more homogeneous and more representative of your agents or experts' activity.
  • Your contact indicator will increase if you handle conversations from social networks.
  • Bots will no longer be taken into account in the calculation of responsiveness indicators: therefore, your results will increase, because a bot is often more reactive than a human.
  • Your Average Closing Time (ACT) will drop, especially if you are currently using third-party channels or have a strong use of chat queues and snooze.
  • Changes will apply starting August 2, 2021 only. Data of the past (July included) won't change
  • Data from the Statistic API will be impacted starting August 2, 2021.

 

More information on the upcoming changes to your Contacts Reports is provided below: 


1. The definition of contact is now the same for all channels

Currently, the notion of contact is not the same between iAdvize Messenger channels (chat, call, video) and third-party channels (Twitter, Facebook Messenger, WhatsApp, SMS...). On iAdvize Messenger channels, a contact is counted as soon as the conversation is snoozed, transferred or closed, while on third-party channels, a single contact is created when the conversation is closed.

Only one definition of contact will now apply to all channels.

New "universal" contact definition: 
A contact is created when a conversation is pushed to a professional agent, an expert or a bot. It ends when the conversation is snoozed, transferred or closed.
Therefore, a contact is created each time the conversation is pushed to a respondent.
So you can have several contacts for the same conversation.


If you handle conversations from third-party channels, your handled contacts indicator will increase.

2. Impact of the definition change on your responsiveness indicators

As contacts are not currently calculated in the same way across all your channels, responsiveness indicators lack homogeneity and precision. For example, a Twitter conversation snoozed for 24 hours currently has a very strong impact on your average handling time (AHT).

Changing the definition of contact will impact the following indicators:
  • Average Handling Time (AHT)
  • Average Closing Time (ACT)
  • Average Response Time (ART)
  • Average First Message Response Time (1MRT)


With the new definition of contact, your responsiveness indicators (AHT, ACT, ART, 1MRT) will be more representative of your agents' activity since they will be based on the arrival and departure of conversations on their desk. Therefore, you can expect lower values, as they will no longer take into account waiting or snooze times on which agents cannot influence.

In the file below, you will find all the details of the calculation of the conversation and contact indicators:


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(Detailed definitions of the indicators can be found here)

3. Redesign of the calculation of the closing time indicator

With iAdvize Messenger and the possibility to snooze a conversation, the closing time indicator needed a major overhaul to make it meaningful again. The changes make it more accurate to manage your operators.

Until today, the ACT corresponds to the average time between the visitor's last message and the closing of the conversation by the Agent or Expert.

Starting August 2, 2021, this indicator will be based on the contact so it will correspond to the time between the last message of the visitor in the contact and the moment when the agent transfers, snoozes or closes the conversation. 

If there is no message from the visitor in the contact, then the date and time of arrival of the conversation on the respondent's desk are used for the calculation. 

 

You can thus expect a drop in your ACT indicator on chat if you use third-party channels or have extensive use of conversations queues and snooze.

4. Contacts handled by bots are excluded from the reactivity indicators

Since bots by definition have very high responsiveness, they tend to bias your results. As of August 2, 2021, they will be excluded from the following indicators: 

  • Closing time (ACT)
  • First message response time (1MRT)
  • Response time (ART)
  • Average handling time (AHT)

Contacts handled by bots will still be counted in the other indicators available.

If you use bots, you can expect an overall increase in your responsiveness indicators. They will now be more representative of the handling by your Agents and Experts.

 

Detailed definitions of the indicators can be found here.