All interactions dashboards

With the All Interactions - Callsand All Interactions - Chatsdashboards, see data on a wide variety of interaction types for calls and chats.

Use the dashboards

To use the dashboards, follow these steps:

1. In the CCAI Platform portal, click Dashboard > Advanced Reporting. If you don't see the Dashboardmenu, expand the window horizontally until the Dashboardmenu appears. The Advanced Reporting Landing Pageappears.

2. Click All Interactions / Callsor All Interactions / Chats. The dashboard appears.

3. Click the Datefield to select a date range, and then do one of the following:

   • Select a preset date range. To do this, follow these steps:

     1. Click expand_more Moreto view all of the preset date ranges.

     2. Click the date range that you want.

   • Select a custom range. To do this, follow these steps:

     1. Click Custom.

     2. In the Customfield, enter a start and end date for your date range. You can type your date range or click Open calendarto select start and end dates.

4. Filter your results using the following fields:

   • Start Timeand End Time: get results from only within this time range

   • Queue Name: filter by queue name

   • Queue Group: filter by queue group

   • Call ID(calls only): filter by call ID

   • Chat ID(chats only): filter by chat ID

   • Call Type(calls only): filter by call type

   • Chat Type(chats only): filter by chat type

   • Location: filter by one or multiple locations

   • Language: filter by the language assigned to the queue

   • Direction: filter by the direction of the session

   • Queue Time, Abandon Time, Talk Time(calls only), Chat Time(chats only), Hold Time(calls only), and Wrap-up Time: filter by a specified duration of different phases of the session

   • Support Phone Number(calls only): filter by the public support phone number assigned to the queue. This is for inbound interactions only.

   • Outbound Number(calls only): filter by the outbound phone number

   • Customer Phone Number(calls only): filter by the phone number that the end-user used to call in

   • Failed Interaction: filter by whether or not the session failed

   • Failed Reason: filter by the reason that the session failed

   • Failed InteractionFilter by whether or not the session failed

   • Failed Reason: filter by the reason that the session failed.

5. Click Reload.

Tiles

These dashboards contain the following metrics tiles:

• SLA %: the percentage of interactions that were queued and answered within the thresholds set up for each queue as configured in the portal. The data displayed is the overall aggregated data.

• Total Handled: the total number of inbound and outbound interactions that were answered

• Total Inbound Handled: the total number of inbound interactions handled.

• Total Outbound Handled: the total number of outbound interactions handled.

• Total Queue Abandons: the total number of interactions that joined a queue but were abandoned before being connected to an agent

• Avg Queue Abandon Time: the average amount of time that an end-user waited in queue before abandoning the session

• Avg Queue Time: the average queue time that an end-user waited in a queue prior to connecting with an agent

• ASA: the average time that contacts waited in a queue before being connected to an agent. The calculation is only based on interactions that were handled and does not consider abandons.

• Avg Talk Timeor Avg Chat Time: the average time an agent actively talked or chatted across all interactions

• Avg Hold Time: the average across all interactions where an agent placed the contact on hold. This is only available for calls.

• Avg Handle Time: the average time elapsed from when an agent was assigned a Callor Chat, to when they ended the wrap-up phase. For

  Calls, this is the sum of the talk time, hold time, and wrap up time. For Chats, this is the sum of the chat time and wrap up time.

• CSAT: the end-user satisfaction awarded to the session. If there are transfers, this is only available on the final interaction

• Max Concurrent Accepts: the maximum number of interactions that were accepted during the date or time threshold applied by the filters

• Voicemails Received: the number of voicemails received

• Voicemails Handled: the number of voicemails assigned to an agent

• SLA by 30 minute interval: shows SLA achievements in 30-minute intervals for a single day. If multiple days are selected, the intervals adjust to display daily results.

Tables

These dashboards contain the following metrics tables. Hold the pointer over a column heading to see its description.

• IVR Interactions(calls only): information about IVR calls.

• Call Metrics Detail(calls only): information about calls of all types.

• Chat Metric Detail(chats only): information about chats of all types. If you configure chat transcript storage for your CRM, the values in the Chat IDcolumn become links to the chat transcripts.

• Virtual Agent Interactions(calls only): information about virtual agent calls.

• Virtual Agent Chats(chats only): information about virtual agent chats.