Posts

  • Pavol Procka
    Chat Service Optimisation - IdeasAnswered25.0
    Topic posted October 25, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Communication Channels public
    Title:
    Chat Service Optimisation - Ideas
    Summary:
    Chat Service Best Practices
    Content:

    Hi,


    We are looking into our chat performance and are finding some issue affecting it. Therefore, I was wondering if anyone would be willing to share some ideas on how to tackle them (what are you doing in this case?).

    To not just be a leach :), here the issues and some initial ideas we are considering:

      1.Sessions with 0-1 agent messages and customer abandoning chat session without any relevant input or query

      2.Multiple chat sessions submitted by members within a short time span – many of them with little input from    the member

    The effects of this are:

      1. May affect answer rate – keeping available agents busy with unnecessary sessions (luckily this is      not what we are really experiencing)

      2. Inflation of agent productivity statistics and as such the inflation of total contact demand      statistics

    Our Initial ideas on how to address:

     1. Limit number of chat sessions per customer per hour/day

     2. Delaying the assigning/presenting of the chat to agent only after first valid member’s entry     within a chat session as opposed to current where we are presenting the chat immediately after the     customer fills out chat form


    Thanks for any input!

    Pavol

  • Pavol Procka
    Remotely Terimnate Chat Session5.0
    Topic last edited September 26, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > General Functional Discussions for Service public
    Title:
    Remotely Terimnate Chat Session
    Summary:
    We need to be able to terinate a waiting chat session remotely.
    Content:

    Is it possible to terminate a waiting chat session remotely? They do timeout after 20 mins, but we would like to be able to manually close the session without entering the chat (similar to terminating a login session from the Staff Account by Group report).

    Version:
    18A
  • Pavol Procka
    Reporting on incoming incidents3
    Topic posted August 22, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Reporting on incoming incidents
    Content:

    I am trying to see if my approach is correct. I want to see all incidents that are coming to a specific Q.

    Am I right in writing a simple report with the only filter on transactions.trans_type = Queue (except for that I would of course filter on Queues.queue_id and the timeframe)?

    I want to see all incidents that came to the Q, no matter if they came multiple times.

  • Pavol Procka
    Historical reporting on average Age of Incidents in Q65.0
    Topic posted August 13, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Historical reporting on average Age of Incidents in Q
    Content:

    Hi,

    I have a requirement to report on historical values for Average Age of Incidents in a Q and cannot wrap my mind around it.

    Has anyone done anything similar? I know how to report it for incidents currently in the Q, but how do I do it for e.g. last week/day - how old were the incidents in the Q on each day of last week ? I cannot simply add the date range to the current report as that will only show me the incidents that are still there.

    Many thanks

    Pavol

     

  • Pavol Procka
    Incidents assigned to different users.Answered2
    Topic last edited August 10, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Incidents assigned to different users.
    Content:

    I am trying to create a report that would show all Incidents from a specific Q (they don't need to stay in the same Q) that were assigned by specific people to other agents.

    I got so far as to get all incidents that were assigned from specific Q by specific people, but am struggling how to filter out the ones that they assigned to themselves (either before reassigning, or to resolve). I just want to see the ones that they assigned to other agents.

    I hope someone can help. I am attaching the definition in xml and pdf format of what I got so far - as you can see I even managed to get a column that shows No Value if they assigned to themselves, but I would like to be able to filter out these incidents (transactions.acct_id NOT EQUALS accounts2.full_name). Unfortunately, the accounts2.full_name does not allow usage as a filter.

    Anyone any ideas?

    Many thanks

    Pavol

    Version:
    18A
  • Pavol Procka
    Reporting various Incident Thread Types in one cellAnswered135.0
    Topic last edited August 1, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Reporting various Incident Thread Types in one cell
    Content:

    Hi,

    Can anyone help with the expression for the column that would output multiple thread entry types in one cell?

    I. e. I need to have a cell that contains all the text from all threads in the incident.

    if I simply make a column with threads.note I only get the text of the initial customer query but not the auto-response, staff responses and private notes.

    When I do to_char(threads.note) I get all entries but on a separate line.

    The business case here is to enable agents to quickly view the incident through the "More" link in the report rather than having to open and close the incident in a separate tab.

    Many thanks

    Pavol

    Version:
    18A
  • Pavol Procka
    Daily Responses Sent - only display totals35.0
    Topic posted August 8, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Daily Responses Sent - only display totals
    Content:

    Hi,

     

    I have a report showing number of emails answered from each Q yesterday and how many of them were answered within 24 hrs. As you can see in the attached, the report still shows one line for each incident, I however only need to see the totals.

    I have highlighted the fields I need to keep in green and the ones I don't want crossed out with red.

    Also attached the report definition.

    Anyone any ideas?

    Many thanks

    Pavol

    Version:
    18A
    Image:
  • Pavol Procka
    Alerting to abandoned chatsAnswered45.0
    Topic posted May 15, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Communication Channels public
    Title:
    Alerting to abandoned chats
    Content:

    Hi,

    I am wondering if anyone here is using an alert for abandoned chats? If so, what are you using as the exception? I am trying with chats.first_engaged IS NULL but when I set the alert to fire when the exception is met 5 consecutive times or more, the report that comes in the alert does not show 5 chats, but even just 1.  I would appreciate any examples you are using to alert supervisors on abandoned chats within a specific period.

     

    Many thanks

     

    Pavol

  • Pavol Procka
    Mark incidents that have been reviewed.Answered125.0
    Topic last edited May 17, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Agent Desktop public
    Title:
    Mark incidents that have been reviewed.
    Content:

    Hi,

    I am wondering if anyone can give me some hints here. We have a report showing incidents by queues. The request I received is to mark (highlight, add a flag etc...) incidents that have been looked at by people from a specific Profile or even Group and then Saved & Closed without making any changes (basically they want to tell the colleagues that they read the incident and that it is not something that requires immediate attention (and by "immediate attention"  I really mean "resolve the incident as soon as you see it").

    They will still continue working on the oldest, just will know that the new ones are not a higher priority.
    I cannot go by keywords or incident priority as we already use those for other purposes. I also cannot use status "Pending" as they also use it for a different purpose...

    However it would also have to remove this flag, as soon as anyone from the other groups made any changes to the incident, or even if it was Updated by the customer.

    The best use case is:
    1. All incidents have been reviewed by a member of this team and deemed not needing immediate action.

    2. New incident came to the Q (routed, updated, created) and it requires immediate attention (at this stage there is no visible difference between the other unresolved incidents in that Q and this one)

    I was thinking to simply add a button that they click and then display this action on the report, however don't know how to achieve that the incident loses this marking when it was updated by anyone outside this group. I would prefer not to involve the other groups in this at all, as not to create an extra task for them (un-marking the incident) when returning it to the Q.

    Same with Exception, I am not sure how would I achieve the second part (unmarking when updated).

    In short, something like:  if last updated = by profile A then highlight the incident, if last updated by anyone else, remove the highlight.

    Any pointers?

    Many Thanks
    Pavol

  • Pavol Procka
    GDPR v Archived Incidents85.0
    Topic posted July 6, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    GDPR v Archived Incidents
    Content:

    Hi,

    I am wondering whether anyone is battling the same issues we are. I had a similar topic posted before, was given tips that still require further development, however since GDPR is active now, I hope that more people would be dealing with the same.

    A part of the new GDPR regulation is SAR (Subject Access Request) - where the customer has the right to request all communications between us and him. We are struggling with an automated way to export the Archived Incidents. The solution Oracle provides is not really usable as we must provide the communications in a clear and readable format to the customer and that is not how we can get them from OSvC (unless manually copy/pasting from the archived incidents which is very lengthy and mistake prone).

    1. The archived Incidents report does not return the incidents in a logical order (at least I am failing to see the logic). They are not sorted by the dates. As you can see on the attached screenshot, incidents from 2015 are in between of incidents from 2016 etc.

    2. We can export the incidents 100 at a time (I could live with that) but they are not in a user-friendly format. The files are xml files and a further custom piece of SW would be needed to translate these. In my opinion, Oracle should be able to provide this functionality completely. We have built a tool to do this in-house but it does not seem to be really reliable (I returned it to our dev. team and waiting).

    I understand that there is no point raising this as a tech support issue, as Oracle would probably say it is working as designed.

    I am though sure that since GDPR is in action, other OSvC customers must be having the same or similar requests and was wondering whether anyone would be willing to share how they deal with it?

     

    Many thanks

    Pavol

    Image: