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NovaTalks — це платформа клієнтської підтримки, яка об'єднує всі канали комунікації в одному інтерфейсі. Керуйте всіма клієнтськими запитами в одній системі та покращуйте процеси завдяки AI.

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NovaTalks пропонує гнучкі тарифи від 360 грн/міс для компаній будь-якого масштабу. Доступний безкоштовний 14-денний тестовий період.

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NovaTalks використовує чат-боти, AI-автоматичну оцінку якості та масові розсилки. Кожен запит обробляється з урахуванням усієї історії взаємодій.

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Перехід максимально простий — команда NovaTalks підтримує на кожному етапі міграції даних та допомагає з інтеграцією.

NovaTalks » Blog » Online reporting and reports based on historical data

Online reporting and reports based on historical data

lesha

It’s almost impossible to overestimate the importance of reporting for a chat center. It allows you to draw conclusions about the quality of customer support, calculate agent KPIs, understand what needs to be improved, and identify areas for growth. In NovaTalks, you can use online reporting and reports based on historical data. Let’s take a look at what information they provide below.

Online reports

There are 4 reports on the Online tab:

Agent statuses
Agent overview
Team overview
Channels overview

The data in the reports is updated every 1 minute.

Agent statuses report

Agent statuses is a report that displays in real time the current status of the agent and the duration of their stay in it.

Agent overview report

Agent overview is a report that displays the main performance indicators of an agent in real time for the current day.

Team overview report

The Team overview is a report that displays the main performance indicators of a team in real time for the current day.

Channels overview report

The Channel overview is a report that displays the current day’s key performance indicators of the channel in real time.

Historical reports

The Historical tab contains 10 historical reports:

Agents overview Sum
Teams overview Sum
Channels overview Sum
Agents availability Sum
Agents quality assessment Sum
Agents availability Detail
Detail quality assessment
Dialogs Detail
Messages Detail
Tags Detail

Agents overview report Sum

The Agents summary report is a report that displays the main indicators of agent performance in the context of the selected interval, team, and channel.

Channels overview report Sum

Channels overview Sum is a report that displays the main performance indicators of a channel in the context of the selected interval.

Sum agents availability report

The Agents Availability Sum report is a report that displays agent states in the context of the selected interval.

Report Agents quality assessment Sum

Agents Quality Score Sum is a report that displays agent scores for the selected interval, channel, and team.

Report Agents availability Detail

The Agents Availability Detail report is a report that displays the events of an agent’s transition to another state.

Quality assessment report Detail

The Quality score Detail is a report that displays customer ratings for dialogs.

Dialogs Detail report

The Dialogs Detail report is a report that displays detailed information about each dialog.

Messages Detail report

Messages Detail is a report that displays a detailed history of correspondence within a dialog.

Tags Detail report

Tags Detail is a report that shows what tags are assigned to a conversation and a contact.

You can customize each of these reports to meet your business needs in the system interface. Keep your chat center’s performance under control and use all the opportunities for growth.

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