Reporting and Analytics for Service

Get Involved. Join the Conversation.

Topic

    Carl Elliott
    Chat Summary Charts (Arrivals, Wait Time and Session...
    Topic posted April 28, 2016 by Carl ElliottGold Crown: 30,000+ Points, last edited June 8, 2016 
    1392 Views, 5 Comments
    Title:
    Chat Summary Charts (Arrivals, Wait Time and Session Time) - Analytics Cookbook Recipe
    Content:

    Chat Summary Charts

    Arrivals, Wait Time and Session Time

    Author: Helix Business Solutions
         

    Difficulty rating:   (Intermediate)

    Target persona: Chat Supervisors & Managers

    Ingredients:

    10 Columns using functions(1 date_group, 2 count, 9 Sum, 3 Max, 2 Avg, & several date_diff)

      2 Variables 

      3 Charts

      2 Filters

    Overall description/purpose: This report gives a summary of chat statistics for a given time period.  This report is similar to one that was available in ATG Chat.   

    Use case being served: Chat is being used more extensively in contact centers and these interactions have to be monitored because of their real-time nature.  This dashboard gives a chat supervisor an overview of chat volume; queue time and handle time by hour of the day.  By monitoring this report on a regular basis a supervisor can better determine staffing levels for chat agents.  If the customer converted from ATG chat they will have seen this report in their ATG system.

    Screen shot: Arrival Patterns (Count by Hour) 

    Screen shot: Wait Time (in Seconds)

    Screen shot: Session Time (in Minutes) 

    Screen shot: Detail Report

    Special functionality usage:  There are many calculations in this report that are driven by the Chat Termination event field.  Customer may want to interpret the events differently depending on what they consider to be abandoned chats. Occasionally Chats will be classified as handled if they are dropped before an agent is assigned. This will occur when the system hasn't assigned an agent and registers the chat termination event as "End-User Lost".

    Master Chef Approved (a.k.a. Data Validated)? Yes

    Report Configuration Details

    The following section is intended to detail specific areas of the report that are not well described by the PDF report definition.

    1. What is the top level report trying to show?  This report is showing the volume of chats over a given time period and how well they are being handled.  
    2. Columns & variables are shown in the PDF definition.  These are additional comments about those.

      a. A Date Group function and date variable is used so that the report can be shown by Hour (default) or by any other date grouping. date_group(chats.requested,$date_grp_param)

      b. Chat Termination events – These are the handled (1,2,4,13,15,16)
      sum_distinct( if( chats.termination_event IN (1,2,4,13,15,16), 1 ),chats.chat_id )

      c. Chat Termination events – These are abandoned (3,14)
      sum_distinct( if( chats.termination_event IN (3,14), 1 ), chats.chat_id )

      d. Chat Termination events – These are missed (5,8,10)
      sum_distinct( if( chats.termination_event IN (5,8,10), 1 ),chats.chat_id )

      e. These are the codes:
      1 - Concluded by Agent
      2 - Concluded by End-user
      4 - End-user was Lost
      13 - Idle Timeout
      15 - Chat was ended by the RNW API
      16 - Chat was ended by the chat service
      3 - Concluded by End-user Cancel
      14 - End-user Deflected
      5 - End-user was Queued Too Long
      8 - Refused due to Queue Limit
      10 - Refused due to No Agents Available
      6 - Transferred to Queue
      7 - Refused due to System Limit
      9 - Refused due to Site Limit
      11 - Not Terminated
      12 - Participant Left

    3. Tables & Filters Used in this report:  The chat table supplies all of the data for this report.  It is joined to the Queue table so that the report can be filtered by queue if desired.  The other filter is for the chat requested time that is defaulted to one day.  Depending on the site there could be a lot of data supplied to this report if the date range is increased and you could hit data limits.

    4. Charts that are needed:  This report uses three different charts that are all Vertical Bar, we changed the chart style for each one just to make them look different.  You can set them to be any style. 

      a. Chart 1 – Arrival Patterns: Uses Offered, Handled and Abandoned.

       

      b. Chart 2 – Wait Time: Handled Average Wait and Abandoned Average Wait:

       

      c. Chart 3 – Session Time: Average Session Time and Max Session Time:

    5. Are there specific options to use for the report?  This report is set to run from the operational database because it can be used actively during the day.  It you chose to use it as more of a historical report it could be run from the reporting database. 

    Included are the following (in a .ZIP file):

    • Human readable PDF report definition
    • XML Report definition 
    • Screen shot 

    Comment

     

    • Dietrik

      Tastes good Carl!

    • Erica (Leep) Anderson

      Thank you, thank you, Carl, for this great recipe to the Analytics Cookbook! We are excited to have a reporting guru like you involved and supporting this new collective community resource!

      ______________________________________________________________________________________________________

      We are experimenting with leaving these report recipe posts open for comments, because we want report chefs to hear how their report recipes helped you. If you found this report recipe helpful, please give Carl's post a thumbs up and leave a comment letting him know you appreciate his help, how this report helped you and your organization, etc.

      If you have a question about this report recipe, please start a new topic in the "Reporting and Analysis" forum board and link to this report recipe in your question. DO NOT post your reporting question here. We will remove any comments asking for help in the comments of this post.

      Thanks,
      Erica, Community Manager

    • CorineMc

      This was AWESOME!!smiley  yes TWO THUMBS UP!!! yes

    • Kristi A. Karels

      Thanks for the report!  

    • Patrick McClain

      Wow, this is amazing. So amazing that I actually joined this forum just to say thanks!

      One question, and this might be a silly one, but does session time include wait time? Or is session time start when the agent joins the chat?