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What is the purpose of the service report?

The service report functionality is designed to allow the service manager to view and extract historical data related to their service operation. The data will enable various distinct analyses, from ticket volumes and their statuses to wait and service times, as well as the ability to visualize the productivity of their service agents.

Based on the data from this functionality, it's possible to view metrics period by period and analyse areas that need attention and improvement. It also helps track whether improvement actions are yielding expected results.

Required Permissions

To access the service report screen, it's necessary to have the following permission in the system: Helpdesk > 'View' or 'View and Edit.”

How does the service report function?

The service report functionality considers all the service interactions from the current and past days, allowing you to select specific days for analysis, from a single day to a maximum period of 3 months.

Currently, it's not possible to view a period longer than three months of history. This means that, counting from the current day, you can view data from up to 90 previous days. Therefore, we recommend viewing and extracting data month by month if you wish to have a longer history for analysis.

Important: When the data equals 0, meaning the total or average is 0, the system will display ZERO according to the unit of measurement. If it's time-related, it will display 00:00:00, and for absolute numbers, it will show 0. If there's insufficient data to display, the system will only show the “-” symbol.

To access the service report functionality, follow these steps:

Access your portal.
Select the company containing your chatbot(s).
Choose the chatbot for which you want to configure.
Then access the “Service” menu.
Finally, select “Service Report”.

What reports can I view?

You can simultaneously view various pieces of information on the service report screen, comprising 8 sections:

Maximum Time
Ticket Status
Average Time
Open vs. Closed Tickets
Attendants
Queues
Tags
Productivity

Let's explore each of these sections and perspectives below. Before that, it's important to understand the applicable filters in this functionality.

Filters

You can apply various filters in the service report functionality, including:

Channel Filter: Allows filtering data from a specific channel.
Attendant Filter: Enables filtering data from a specific attendant.
Queue Filter: Permits filtering data from a specific queue.
Tag Filter: Allows filtering data from a specific tag. The tag filter will bring results only for tickets.

These four filters enable you to select multiple items at once, and you can choose several items in each to create a more specific filter. For example:

Selecting the “WhatsApp” and Instagram channels, attendants “João” and “Paula,” the “default” queue, and tags 'service question' and “Closed due to inactivity.”

Consequently, the system will display only the service interactions that match the selected filter set.

These 4 filters will apply to most sections, except the productivity section.

Period Filter

This is the only filter that will affect all sections; it serves to filter the period for which you want to view service data. You can filter from a single day up to 3 months, covering the last 90 days.

Maximum Time

In this section, you'll find the following general information about the tickets:

Maximum Waiting Time in Queue: This shows the longest time a customer waited in the queue before being attended to. This metric records only tickets that reached an agent.
Maximum First Response Time: This metric displays the maximum time a customer took to receive the first contact from the attendant after being assigned or picked up by the agent. This number is derived only from closed tickets within the selected period, which have already been removed from the attendant's screen.

Ticket Status

This section focuses on displaying the quantity of tickets in each status, where:

Open: Shows the total number of open tickets within the selected period.
Lost: Interactions terminated by the client while they were still in the service queue and had not yet been assigned to an attendant.

To enable clients to exit the service before being assigned to an attendant, it's necessary to configure this condition in your smart contact flow. Learn more at this link.

Abandoned: Interactions terminated by the client after being assigned or picked up by an attendant.

For clients to exit the service after being assigned to an attendant, it's necessary to configure this condition in your smart contact flow. Learn more at this link.

Another scenario considered an abandoned ticket is when the ticket is closed due to client inactivity, which requires enabling settings in the portal and builder. Learn more at this link.

Finished: Interactions that were completed or transferred to another queue or attendant.
Closed: Corresponds to the sum of lost, abandoned, and attended interactions.

Important: If a ticket is finalized due to client inactivity and still appears open on the attendant's screen, it won't be considered in the sum of closed tickets.

Average Time

In this section, you'll find data related to service times and ticket statuses:

Average Wait Time in Queue: This metric shows the average time customers spend waiting in the queue before being assigned to an attendant. The calculation considers only closed tickets within the selected period that have been removed from the attendant's screen
Average Time to First Response: This metric displays the average time attendants take to send the first message to the customer after being assigned. The calculation considers only closed tickets within the selected period that received a first response from the attendant and have been removed from the attendant's screen. If a ticket was created and closed without the attendant's response, it won't be considered in the calculations.
Total Average Wait Time: This metric indicates the average time a customer takes to receive the first service. It's the difference between the moment the service is assigned to a service queue and the moment the attendant sends the first response.

The calculation considers only closed tickets within the period that have been removed from the attendant's screen.

Before calculating the times, the system segregates the tickets into two groups: tickets closed without human intervention (those assigned to an attendant but closed without any interaction from the attendant) and tickets closed after receiving service.

For tickets without service, it considers the time between ticket creation and closure as the wait time, since the customer waited all that time for service and didn't receive any.

For tickets that received service, it considers the time between ticket creation and the first response.

Finally, the system sums the times of both groups and divides by the total number of closed tickets, resulting in the average wait time.

Average Response Time: This metric shows the average time attendants take to respond to customer messages. The calculation considers only tickets that had at least one complete interaction between the customer and the attendant - tickets where the customer sent a message, and the attendant responded, closed within the selected period, and removed from the attendant's screen.
Average Service Time: This metric indicates the average duration of service interactions, considering from the moment the attendant sends the first message to the customer until the service is concluded. The calculation considers only closed tickets within the selected period that have been removed from the attendant's screen.

Open x Closed Tickets

In this section, you'll see the quantity of open and closed tickets per day within the selected period.

The dark blue line on the graph represents the open tickets, while the light blue line represents the closed tickets.

Attendants

In this section, you'll visualize all interactions separated by attendant, where each row represents an attendant and displays the following information:

Attendant: Indicates the attendant responsible for the tickets.
Finished Tickets: Shows how many interactions were concluded by this attendant.

Important: If a ticket is finalized due to inactivity or by the client and still appears open on the attendant's screen, it won't be considered in the sum of finished tickets.

Average Time to First Response: This metric indicates the average time attendants take to send the first message to the customer after being assigned. The calculation considers only closed tickets within the selected period that received a first response from the attendant and have been removed from the attendant's screen. If a ticket was created and closed without the attendant's response, it won't be considered in the calculations.
Average Wait Time: This metric represents the average time a customer takes to receive the first service. It's the difference between when the service is assigned to a service queue and when the attendant sends the first response.

The calculation considers only closed tickets within the period that have been removed from the attendant's screen.

Before calculating times, the system segregates tickets into two groups: tickets closed without human intervention (assigned to an attendant but closed without any interaction from the attendant) and tickets closed after receiving service.

For tickets without service, the system considers the time between ticket creation and closure as the wait time, as the customer waited for service during that time but didn't receive any.

For tickets that received service, it considers the time between ticket creation and the first response. Finally, the system sums the times of both groups and divides by the total number of closed tickets, resulting in the average wait time.

Average Response Time: This metric indicates the average time attendants take to respond to customer messages. The calculation considers only tickets that had at least one complete interaction between the customer and the attendant - tickets where the customer sent a message, and the attendant responded, closed within the selected period, and removed from the attendant's screen.
Average Service Time: This metric represents the average duration of service interactions, considering from the moment the attendant sends the first message to the customer until the service is concluded. The calculation considers only closed tickets within the selected period that have been removed from the attendant's screen

Queues

In this section, you'll visualize all interactions separated by queue, where each row represents a queue and displays the following information:

Queue: Shows the queues registered in your chatbot.
Finished Tickets: Indicates how many interactions were concluded in this queue.

Important: If a ticket is finalized due to inactivity or by the client and still appears open on the attendant's screen, it won't be considered in the sum of finished tickets.

Average Time to First Response: This metric indicates the average time attendants take to send the first message to the customer after being assigned. The calculation considers only closed tickets within the selected period that received a first response from the attendant and have been removed from the attendant's screen. If a ticket was created and closed without the attendant's response, it won't be considered in the calculations.
Average Wait Time: This metric represents the average time a customer takes to receive the first service. It's the difference between when the service is assigned to a service queue and when the attendant sends the first response.

The calculation considers only closed tickets within the period that have been removed from the attendant's screen.

For tickets without service, the system considers the time between ticket creation and closure as the wait time, as the customer waited for service during that time but didn't receive any.

For tickets that received service, it considers the time between ticket creation and the first response. Finally, the system sums the times of both groups and divides by the total number of closed tickets, resulting in the average wait time.

Average Response Time: This metric indicates the average time attendants take to respond to customer messages. The calculation considers only tickets that had at least one complete interaction between the customer and the attendant - tickets where the customer sent a message, and the attendant responded, closed within the selected period, and removed from the attendant's screen.

Average Service Time: This metric represents the average duration of service interactions, considering from the moment the attendant sends the first message to the customer until the service is concluded. The calculation considers only closed tickets within the selected period that have been removed from the attendant's screen.

Productivity

This section is focused on displaying the time each attendant spent in various statuses to provide an overview of their productivity. Each line represents an attendant and provides the following information:

Attendant: Displays the names of attendants registered in the chatbot.
Online: Shows the total time, within the selected period, that the attendant was online on the desk.
On Break: Displays the total time, within the selected period, that the attendant was on a break on the desk, whether it was a standard or customized break.
Invisible: Indicates the total time, within the selected period, that the attendant was invisible on the desk.
Total Time: Shows the total time the agent was logged into the desk, corresponding to the sum of the time spent online, on break, and invisible.

Exporting Productivity and Break Data

In addition to viewing the data on the screen, it's possible to export it to a .csv file. With this file, you can open the data in a spreadsheet and conduct more complex analyses that aren't feasible to perform on the screen.

Currently, within the service report screen, you can export only the productivity section into two separate files: 'Productivity' and 'Breaks.' Each file provides a different perspective on the data regarding the productivity section:

Productivity: It will present the same data shown on the screen in the productivity view, with 5 columns corresponding to the selected period. Each row represents the productivity data of an attendant.

The columns include:

Attendant: Displays the names of attendants registered in the chatbot.
Online: Shows the total time within the selected period that the attendant was online on the desk.
On Break: Displays the total time within the selected period that the attendant was on a break on the desk, whether it was a standard or customized break.
Invisible: Indicates the total time within the selected period that the attendant was invisible on the desk.
Total: Presents the total time the agent was logged into the desk, corresponding to the sum of the time spent online, on break, and invisible.

Breaks: This section provides detailed data about each break that attendants took within the selected period, with 6 columns, where each row represents a break.

The columns are:

Attendant: Displays the names of attendants registered in the chatbot.
Date: Specifies the date when the break occurred.
Break: Shows the name of the break that the attendant took.
Start: Specifies the date and time when the break started.
End: Specifies the date and time when the break ended.
Duration: Indicates the total duration of the break.

How to Export Reports

To export your report:

After accessing the service report screen and selecting the desired period, navigate to the 'Productivity' section.
Then, click on the export icon located in the upper-right corner of this section.
Choose which of the two reports you want to export.
The data will be downloaded to your computer.

Report Manager

How to access the report manager:

It's possible to extract service data from periods beyond 90 days using the report manager. To access the report manager, follow these steps:

Access your portal.
Select the company where your chatbot(s) are located.
Then choose the chatbot for which you want to configure.
Access the 'Service' menu.
Then go to the 'Service Reports' menu.
Finally, click on the 'Report Manager' button.

Additional Articles

For more information, visit the discussion on the subject in our community or the videos on our channel. 😃

Filters

Period Filter

Maximum Time

Ticket Status

Average Time

Open x Closed Tickets

Attendants

Queues

Tags

Productivity

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