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The following are the reports with information related to the channels configured in the platform, and the campaigns created to attend to customers through these channels.
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Users by Channels Report | This report contains a summary of the registered users in the platform, and the channels assigned to each user for customer service. | Identifier: User's username. User: User's name. Status: User's status (enabled or disabled). Roles: User's roles within the platform (administrator, supervisor, agent). Channel Types: Names of the channel types assigned to the user. Amount of Channel Types: Number of channel types assigned to the user.
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Ticket Origin Report | This report contains a summary of the number of tickets created or generated from each of the channels configured in the platform. | |
General Campaign Report | This report contains a summary of the overall status of the campaigns, relating their start and end dates, and the number of tickets in each status within the campaign. | Id: Campaign identifier. Campaign: Campaign name. Enabled: Indicates if the campaign is enabled or not. Creation Date: Campaign creation date. Start Date: Campaign start date (according to its configuration). Actual Start Date: Actual start date of the campaign, i.e., the date when the tickets of the campaign start being managed. End Date: Campaign end date (according to its configuration). Actual End Date: Actual end date of the campaign, i.e., the date when the last ticket task is performed for the campaign. New Tickets: Total number of tickets in the campaign that are in New status. Open Tickets: Total number of tickets in the campaign that are in Open status. Transferred Tickets: Total number of tickets in the campaign that are in Transferred status. Escalated Tickets: Total number of tickets in the campaign that are in Escalated status. Closed Tickets: Total number of tickets in the campaign that are in Closed status. Total Tickets: Total number of tickets in the campaign.
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| This report contains the details of the interactions generated through the Web Form channels. It contains ticket information and the details of all the fields in the form entered by the customer. | Ticket Number: Number of the ticket related to the web form interaction. Campaign: Campaign name related to the ticket. Channel: Name of the Web Form channel through which the interaction was generated. Creation Date: Creation date of the web form interaction. Task Date: Ticket task date. Task User: User name who managed the ticket and created the task. Task User Identifier: Username of the user who managed the ticket and created the task. Additional Columns: For each field in the web form, an additional column will be generated showing the selected/entered value for that field in the form.
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SLA by Ticket Report | This report contains the details of the SLAs rules for the ticket and the result of whether the times for the SLA rule were met or not. | Ticket Number: Number of the ticket related to the SLA rule. Assigned: Agent's username assigned to the ticket. Metric: Name of the evaluated metric. High Priority Time (min): Time (in minutes) for a High priority ticket to be breached. Medium Priority Time (min): Time (in minutes) for a Medium priority ticket to be breached. Low Priority Time (min): Time (in minutes) for a Low priority ticket to be breached. SLA Compliance: Result of whether the SLA was met or not. Date: Date/time of the SLA evaluation.
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REPORTE | DESCRIPCION | COLUMNAS |
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Report of Operation Indicators | This report contains specific indicators and metrics of the customer service campaigns operation of the company, including data of answered calls, abandoned calls, TMO, SLA, among others. | Week Date Day: Day of the week. Queue: Name of the queue or campaign. Inbound: Number of calls that entered on the specific date. Success First Contact Answered: Number of calls that were answered or responded on the first attempt of contact, on the specific date. % Success First Contact Answered: Percentage of calls that were answered or responded on the first attempt of contact, on the specific date. Total Answered: Number of calls that were answered or responded on the specific date. % Answered: Percentage of calls that were answered or responded on the specific date. Success More than One Contact: % Success More than One Contact: Calls that required more than one contact: % Calls that required more than one contact: Average Contact Required Total Abandoned % Abandoned on First Contact Managed Calls Call Recovery % Successful Call Recovery Final Abandoned % Final Abandoned Final Success Answered Calls: % Final Success Answered Calls: Answering Speed of the Call - ASA: Calls on Hold < 20 Seconds: % Service Level of all Queues: Average TMO: Number of Actions:
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Customer Service Rating Report | This report contains the details of the ratings that customers give to the service provided by the company on web chat channels. | Campaign: Name of the campaign to which the ticket related to the rating belongs. Ticket Number: Number of the ticket related to the rating. Ticket Description: Description of the ticket related to the rating. Ticket Type: Type of ticket related to the rating. Ticket Status: Status of the ticket related to the rating. Document Type: Customer's document type related to the rating. Document Number: Customer's document number related to the rating. First Last Name: First last name of the customer related to the rating. Second Last Name: Second last name of the customer related to the rating. First Name: First name of the customer related to the rating. Middle Name: Middle name of the customer related to the rating. Account Number: Account number of the customer related to the rating. Rating: Customer's rating of the service (scale of 1 to 5). Comments: Notes or comments left by the customer about the service. Rating Date: Date on which the customer made the rating.
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Bulk Messaging Report | This report contains a summary of the messages sent through the bulk messaging module, specifying information such as the campaign, the customer to whom the message was sent, the delivery status, and the date of execution/delivery. | Campaign: Name of the campaign from which the bulk message was sent. Bulk Message Name: Name or identifier of the bulk message. Bulk Message Creation Date: Date the bulk message was created. Bulk Message Channel: Channel used by the bulk message to send the message. Bulk Message Status: Status of the bulk message (DRAFT, EXECUTION, FINISHED, etc.). Ticket Number: Number of the ticket from which the bulk message was sent. Customer: Name of the customer to whom the bulk message was sent. Account Number: Customer's account number to whom the bulk message was sent. Status: Delivery status of the bulk message (SENT, FAILED). Execution Date: Date of execution or delivery of the bulk message.
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