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Interactions Acceptance Dashboard

This page describes how you can use the (Chat folder) Interactions Acceptance Dashboard to understand how long it takes for agents to accept customer interactions, and to identify what percentage of interactions are accepted promptly, or with some delay.

Note that the term 'dashboard' is used interchangeably with the term 'dossier’. Dashboards / dossiers provide an interactive, intuitive data visualization, summarizing key business indicators (KPIs). You can change how you view the data by using interactive features such as selectors, grouping, widgets, and visualizations, and explore data using multiple paths, though text, data filtering, and layers of organization.

Understanding the Interactions Acceptance Dashboard

The Interactions Acceptance Dashboard

The Interactions Acceptance Dashboard shows detailed statistics about the speed and rate of agent acceptance of customer interactions. The report displays the time it takes for agents to accept interactions, and the percentage of interactions that are accepted promptly, or with some delay. Use this report to understand interaction acceptance rate and speed, which you can use to optimize agent performance and, by monitoring the time that customers wait before connecting to an agent, help to improve customer experience.

To get a better idea of what this dashboard looks like, view sample output from the report:
Sample Interactions Acceptance Dashboard.pdf

The following table explains the prompts you can select when you generate the Interactions Acceptance Dashboard:

Prompt Description
Prompts on the Interactions Acceptance Dashboard
Pre-set Date Filter Choose a time period from the list of preset options. and move it to the Selected list. If this prompt is set to anything other than none, the Dates prompt are ignored. Default: Year to Date
Start Date Choose the first day from which gather report data. If the Pre-set Date Filter is set to any value except none, this prompt has no effect, unless the time period selected for Pre-set Date Filter contains no data.
End Date Choose the last day from which gather report data. If the Pre-set Date Filter is set to any value except none, this prompt has no effect, unless the time period selected for Pre-set Date Filter contains no data.
Media Type Optionally, select the type of media to include in the report—for example, CHAT, Facebook, Twitter, or SMS. See the table Media Type vs Media Origin for more information.
Tenant Optionally, select one or more tenants to include in the report.
Agent Group Optionally, select one or more Agent Groups from which to gather data into the report.
Media Origin Optionally, select the chat session place of origin—for example, CHAT, Facebook, Twitter, or SMS. See the table Media Type vs Media Origin for more information.


The following table explains how Media Type differs from Media Origin.

Media Type vs Media Origin
Media Media Type Media Origin
Chat CHAT Chat
Facebook private messaging CHAT Facebook
Facebook public messaging Facebook Facebook
Twitter direct message CHAT Twitter
Twitter Twitter Twitter
SMS SMS SMS

The following table explains the attributes used on the Interactions Acceptance Dashboard:

Attribute Description Source Table
Attributes on the Interactions Acceptance Dashboard
Tenant Enables data within the reporting interval to be organized by tenant. TENANT.TENANT_NAME
Media Type Enables data within the reporting interval to be organized by media type—for example, CHAT, Facebook, Twitter, or SMS. See the table Media Type vs Media Origin for more information. MEDIA_TYPE.MEDIA_NAME
Media Origin Enables data to be organized based on where the chat session originated; for example, Chat, Facebook, Twitter, or SMS. CHAT_SESSION_DIM.MEDIA_ORIGIN
Agent Group Enables data within the reporting interval to be organized by the groups to which agents belong. An agent can belong to more than one agent group. GROUP_A.GROUP_NAME
Agent Name Enables data to be organized by certain attributes of the agent who is associated with the interaction. RESOURCE_A.AGENT_NAME
Day Enables data within the reporting interval to be organized by a particular day. DATE_TIME.LABEL_YYYY_MM_DD

The following table explains the metrics used on the Interactions Acceptance Dashboard:

Metrics Description Source Table or Calculation
Metrics on the Interactions Acceptance Dashboard
Interactions Accepted The number of Interactions accepted during the reporting period. This metric is identical to Chat > Agent > Accepted. AG2_CHAT_AGENT.ACCEPTED, AG2_CHAT_AGENT_GRP.ACCEPTED
Interactions Initiated by Consumers The total number of engagements that were offered to agents. Identical to the metric 'Interactions Initiated by Consumers'. This metric is identical to Chat > Agent > Offered. AG2_CHAT_AGENT_*.OFFERED
% Interactions Accepted The percentage of interactions which were accepted, relative to the total number of interactions initiated by customers. This metric is identical to Chat > Agent > Acceptance Rate. Calculated as the value of Chat > Agent > Accepted divided by the value of Chat > Agent > Offered.
Avg Duration for Accepting Interactions The average amount of time (h:mm:ss) that passed after an engagement was offered, before it was accepted by an agent. Calculated as the value of the Chat > Agent > Alert Duration metric divided by the value of the Chat > Agent > Accepted metric.
Max Duration for Accepting Interactions The maximum amount of time (h:mm:ss) that passed after an engagement was offered, before it was accepted by an agent. AG2_CHAT_AGENT.INVITE_ACC_TIME_MAX, AG2_CHAT_AGENT_GRP.INVITE_ACC_TIME_MAX
% Interactions Less Time to Accept The percentage of interactions that were accepted by an agent before the amount of time configured as the value of the option accepted-duration-threshold in the agg-gim-thld-CHAT-ACC section. Calculated as the value of the Chat > Agent > Interactions Less Time to Accept metric, divided by the value of the Chat > Agent > Accepted metric.
% Interactions Long Time to Accept The percentage of interactions that were accepted by an agent after the amount of time configured as the value of the option accepted-duration-threshold in the agg-gim-thld-CHAT-ACC section. Calculated as the value of the Chat > Agent > Interactions LongTime to Accept metric divided by the value of the Chat > Agent > Accepted metric.
This page was last edited on October 31, 2019, at 19:21.

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