Analytics Metric Statistics Report

Required permissions:Report Viewer,  Analytics Metric Statistics Report

Required Employee Settings: Can View BI Reports

The Analytics Metric Statistics report enables managers to follow up on their agents' performance to improve customer satisfaction and operational efficiency. The report can help you:

  • Improve overall customer satisfaction (CSAT) by focusing on low-performing agents with low customer sentiment and frustration.

  • Improve First Contact Resolution by focusing on agents with low resolution rate (%Resolved), and analyzing agents with high average interaction duration.

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

  1. Go to Reporting > Prebuilt Reports.

  2. Select the report you would like to run from the list.

  3. Complete the report prompt. The available steps and options will vary for each report.

  4. Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-PromptFunnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

  1. To change report parameters click Re-Prompt Funnel in front of a piece of paper with the top right corner folded down..

  2. Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.

  3. When you are finished changing the report parameters, click Run.

Clarissa Dalloway manages teams of agents. She wants to look at the overall data for interactions over the last month and see where improvements can be made.

Clarissa runs the Analytics Metric Statistics report. She defines the Time Period and Dataset Name. Then she makes selections for Team Name, Agent Name, and Channel Type. After she clicks Run, a second prompt page opens. She selects the categories she wants to view and clicks Run again. The report opens.

Clarissa can now filter the report on a specific team and focus on % Negative Client Sentiment and % Frustration scores to find the agents that require further coaching and training.

She can then click the number in the Total Interactions column to drill down to see each interaction for an agent. This detail helps her pinpoint the type of interaction where the agent needs the most help.

Analytics Metric Statistics Widget

This widget provides summary analytics statistics at the level of teams and agents.

The table includes the following details:

  • Percentage for positive and negative sentiment for customers and agents. You can see the sentiment for the entire interaction, and for the beginning and end of the interaction. The beginning of an interaction is the first 400 words or first 30% of the interaction, depending on whichever occurs first. End sentiment is determined by the last 30% of an interaction.

  • Customer frustration over the entire interaction.

  • Agent resolution rate (% Resolved).

  • Average interaction duration.

Color thresholds used in the report:

Very BadBadNeutralGoodVery Good
% Negative Sentiment (all negative sentiment metric)>=85%70%–85%20%–70%10%–20%<=10%
%Positive Sentiment (all positive sentiment metric)<=15%15%–30%30%–60%60%–80%>=80%
%Frustration>=75%50%–75%>20%–50%10%–20%<=10%
%Resolved<=25%25%–50%50%–70%70%–85%>=85%

Click the number in the Total Interactions column next to an agent to show the Agent View page. This contains details of that agent's interactions.

Agent View

This page displays analytics statistics on each interaction for the agent.

The page opens when you click the number in the Total Interactions column next to the agent on the Analytics Metric Statistics widget.

The page includes the following details for each interaction:

  • The type of interaction.

  • The start time and duration of the interaction, including total length of silence in the interaction.

  • The agent and client sentiment. Possible sentiments:

    Positive

    Negative

    Mixed

    Neutral

  • Client frustration level. Possible values:

    High

    None

  • Whether the interaction was marked as resolved. Possible values:

    Resolved

    Unresolved

Click Play to play back the interaction.

Keep in mind, this page displays only the recent 1000 interactions.

You can learn more about this report by watching a short training video.