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Agent Social Engagement Report

This page describes how you can use the (Agents folder) Agent Social Engagement Report to learn more about average agent social media scores.

Understanding the Agent Social Engagement Report

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Use this report to view, for each agent and day, detailed information about average social media scores in each configured standard response, or category. The report includes averaged Sentiment, Influence, and Actionability scores.

HRCXIAgentSocialEngagementReport.pdf

The following tables explain the prompts you can select when you generate the report, and the metrics and attributes that are represented in the report:

Prompts for the Agent Social Engagement Report

Prompt Description
Pre-set Date Filter Optionally, select a date on which to report.
Start Date Choose the first day from which to gather report data.
End Date Choose the last day from which to gather report data.
Agent Group Optionally, select one or more groups from which to gather data for the report.
Agent Optionally, select one or more agents from which to gather data for the report.
Category Optionally, select one or more categories from which to gather data for the report.
Classify Sentiment Category Optionally, select a value to filter the report based on customer sentiment; generally positive, negative, or neutral.
Classify Actionability Category Optionally, select a value to filter the report based on the degree to which interactions require agent attention—their actionability.
Influence Category Optionally, select a value to filter the report based on the customer’s clout (amassed on social networks at the time that interactions entered or began within the contact center).
Media Type Optionally, select the type of media to include in the report—for example, VOICE, EMAIL, and CHAT.
Tenant For multi-tenant environments, optionally select the tenant(s) for which to include data in the report.

Attributes used in the Agent Social Engagement Report

Attribute Description
Tenant This attribute enables data within the reporting interval to be organized by tenant.
Media Type This attribute enables data to be organized by the interaction’s media type—for example, VOICE, EMAIL, and CHAT.
Agent Name This attribute enables data to be organized by certain attributes of the agent who is associated with the interaction.
Category This attribute enables data to be organized by the standard responses to interactions that are configured in your environment.
Classify Sentiment Category This attribute enables data to be organized by the characteristic of interactions that reflects the attitude expressed therein, generally positive, negative, or neutral.
Influence Category This attribute enables data to be organized by the customer’s clout that has amassed on social networks at the time that interactions entered or began within the contact center.
Classify Actionability Category This attribute enables data to be organized by the characteristic of interactions that reflects the attitude expressed therein, generally positive, negative, or neutral.
Day This attribute enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.

Metrics used in the Agent Social Engagement Report

Metric Description
Accepted The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by this agent.
  • Agent Group Attribute: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by agents who belong to this agent group.
  • Agent and Queue Attributes: The total number of times that customer interactions or warm consultations that were distributed from this queue were accepted, answered, pulled, or initiated by this agent.
Avg Sentiment Score The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The average score reflecting the attitude expressed by customers for interactions that were handled by this agent.
  • Agent Group Attribute: The average score reflecting the attitude expressed by customers for interactions that were handled by agents belonging to this agent group.
  • Agent and Queue Attributes: The average score reflecting the attitude expressed by customers for interactions that were distributed from this queue and handled by this agent.

The average considers only those interactions for which a sentiment score was assigned.

Avg Influence Score The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The average score representing the clout amassed on social networks for interactions handled by this agent.
  • Agent Group Attribute: The average score representing the clout amassed on social networks for interactions handled by agents belonging to this agent group.
  • Agent and Queue Attributes: The average score representing the clout amassed on social networks for interactions that were distributed from this queue and handled by this agent.

The average considers only those interactions for which an actionability score was assigned.

Avg Actionability Score The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The average score, assigned to interactions that were handled by this agent, measuring the degree to which interactions required agent attention.
  • Agent Group Attribute: The average score, assigned to interactions that were handled by agents belonging to this agent group, measuring the degree to which interactions required agent attention.
  • Agent and Queue Attributes: The average score, assigned to interactions that were distributed from this queue and handled by this agent, measuring the degree to which interactions required agent attention.

The average considers only those interactions for which an actionability score was assigned.

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This page was last modified on July 23, 2018, at 10:16.