Standard Reporting: Viewing Chat CSAT Scores
Overview
In the CCAI Platform Portal, go to Reports > Calls and Chats.
In Step 1: Select Session Type, choose Chats.
In Step 2: Select Chat Types, select the desired chat types.
The Performance Metrics report is pre-selected.
Select the checkboxes next to Avg. CSAT Rating and Lowest CSAT Rating.
Select the Individual Call History Report.
Select the Timeframe and Time zone and click Download.
The reports will download.
Open both reports generated.
The Individual Chat History Report will show the individual chats and contains the scores, if given, in the CSAT column.
The Chat Type Performance Report will show the summary values for Average CSAT Rating and Lowest CSAT Rating for the time period selected.
Standard Reports: Using the Report builder
Overview
The Report Builder in the Reports tab allows you to generate standard reports for the metrics that are important to your organization.
Reports are generated based on three categories: Agents & Team, Call & Chat, and Queues.
When selected, each report type downloads as a separate CSV file. A folder containing all selected reports will be downloaded once the reports are generated.
Each section below outlines the various report types and some example questions that could be answered by the report data.
Standard Report (historical) data vs Dashboard (real-time) data
With so many data points at your fingertips, there is a lot to take in! Below are some guidelines when comparing data across the CCAI Platform real-time and historical reporting features.
Reports and dashboards exclude calls abandoned during the menu selection by a consumer if the setting in Settings> Operation Management >Customer Abandoned Details is on. For more details see Operation Management Settings.
Report data excludes voicemails whereas the call dashboard includes voicemails.
Report data includes short-abandoned calls, whereas the dashboard may not include this data based on settings in Settings> Operation Management >Customer Abandoned Details.
Data Limits
The only limit will be in the "Agent Timeline" The report will be broken up into multiple files if it exceeds 1 million rows. Each fill will have up to 1 million rows. 2,300,000 lines will be broken up into 3 files, two that are 1 million in length and one 300k in length
Sample Reports
There are different report types available, depending on the data set you are accessing.
When selected, each report type downloads as a separate CSV file.
A folder containing all selected reports will be downloaded once the reports are generated.
Performance Metrics Report: Custom report where Agents show on each individual row, and the selected metrics appear in each column. Aggregates all agents selected into one report.
- What was the average hold time and Average Handle time for Agent A last week?
Individual Call History Report: Individual session interaction history for the session type selected. Individual CSV files are created for each Agent selected.
What were 5 call IDs that Agent A handled last week?
What was the queue time for call 1234 last week?
Agent Activity - Summary Report (includes calls and chats when enabled): Generates one csv for all Agents selected. Contains data showing cumulative duration in each status and number of interactions attempted and completed. How long was Agent A in each status last week?
Agent Activity - Timeline Report (includes calls and chats when enabled): Detailed timeline of every event, either performed by an Agent to performed by the system to an Agent's account. CSV files contain data for all Agents selected.
What time exactly did Agent A login and then what time did they take their first call?
What time was Agent A offered a call via Deltacast?
Did Agent A try to pick up their calls from 11-12pm?
Disposition Report (includes calls and chats when enabled): Lists all selected disposition codes for all agents/queues within the selected timeframe.
Creating Standard Reports
Agents & Teams
From the CCAI Platform Portal, go to Reports > Agent & Teams.
Select the individual or group of Agents and/or Teams for which you need to download data:
All Agents: Includes all agents within your CCAI Platform environment
Select Agents and Teams: Multi-select agents and/or entire teams by starting to type the Agent or Team name and selecting the option when it appears. Repeat until all Agent and Teams have been selected.
Select the Session Type: Calls or chats. Chats include SMS messages.
Select the reports needed, and when available select the metrics to include.
Select the Timeframe: Adjust period of time the report will cover:
Today: The current date based on your locally configured time zone
Past 24 hours
This week: Starts on Monday at 12:00 am
Last Month
This quarter: Starts at the first day of the current calendar quarter until the current day
Custom: Sliding 90-day range
Select the time zone the reports should be generated to reflect.
Click Download Report.
Calls and Chats
Go to Reports > Calls & Chats
Select the Session Type For Calls or Chats. A list of call and chat types are available following step 6 below.
Select the reports needed, and when available select the metrics to include.
Select the Timeframe.
Select the time zone the reports should be generated to reflect.
Click Download.
Interaction Types (Session, Call, and Chat Types)
Call Types
Voice Inbound: Standard PSTN calls.
Voice Inbound (IVR via App): Fallback PSTN calls made from the Mobile SDK.
Voice Inbound (App): Placed by consumers via an installed Mobile SDK.
Voice Callback (Web): Initiated from the Web SDK.
Voice Inbound(API): Initiated via API.
Voice Scheduled (App): Scheduled via an installed Mobile SDK.
Voice Scheduled (Web): Scheduled via an installed Web SDK.
Voice Outbound: Initiated by an Agent by dialing a number.
Voice Outbound (API): Initiated via API.
Voice Campaign: Initiated via an Outbound Dialer (Campaign).
Voice Internal: Agent-to-agent call.
Chat Types
Messaging (Whatsapp): Initiated via Whatsapp.
Messaging (SMS): Initiated or received via SMS.
Messaging (Web): Initiated via an installed Web SDK.
Messaging (App): Initiated via an installed Mobile SDK.
Queues
From the CCAI Platform Portal, go to Reports > Queues.
Select the individual or group of Agents and/or Teams for which you need to download data:
All Queues: Includes all queues within your CCAI Platform environment.
Select Queues: Multi-select queues by starting to type the queue name and selecting the option when it appears. Repeat until all queues have been selected.
Select the Session Type: Calls or chats. Chats include SMS messages.
Select the reports needed, and when available select the metrics to include. See Report Types for details.
Performance Metrics Report: Select from the available metrics to include.
Individual Call History Report
Disposition Report
Select the Timeframe: Adjust period of time the report will cover:
Today: The current date based on your locally configured time zone
Past 24 hours
This week: Starts on Monday at 12:00 am
This quarter: Starts at the first day of the current calendar quarter until the current day
Custom: Sliding 90-day range
Select the time zone the reports should be generated to reflect.
Click Download.
Estimated wait time prediction calculation
Overview
Estimated wait time is used when determining when to launch Overcapacity deflection, when announcing predicted wait time for IVR calls (see Estimated wait time announcement), and for In-Web and In-App UIs which show wait time to end-users.
Feature details
Priority of the end-user/consumer is considered when calculating the number of calls/chats in queue. Only calls/chats with higher priority than the consumer will be counted.
Multiple assignments of agents are considered when calculating available agents. For example, if the agent is assigned to only one queue, the count is 1. But if the agent is assigned to two queues, the count is 0.5. If the agent is assigned to three queues, the count is 0.3.
Offline agents are excluded when calculating available agents.
The average duration is for calls/chats in the last hour.
Queue wait time calculation
Estimated wait time
When there are calls in queue and all agents are busy, the below formula is used:
(Average duration of calls/chats in queue / active agents in queue) / (agents in common / active agents in queue) + scheduled call/chat correction
Parts of an incoming IVR Call that are factored into Queue Wait Time
When a consumer calls into an IVR, the following parts of a call are possible. We have marked the parts of the call that contribute to Wait Time.
| Point in call flow | Included in wait time duration |
| Language choice | |
| IVR greeting | |
| Queue navigation | |
| Queue choice | |
| Connecting message | |
| "Your call may be recorded" | |
| "Stay online for CSAT" (optional) | |
| Hold music |  |
| An agent is assigned call | |
| Agent hears whisper & countdown | |
| Call connecting |