An update designed to make your Contacts reports more accurate and powerful will be launch on 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.
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).
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:
(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.
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:
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.