Report of Support – Blip | Blip Help

Index:

Purpose of the Support Report

The customer service report functionality serves the purpose of allowing the service manager to view and extract historical data related to their customer service operations. The data will enable various distinct analyses, such as ticket volume and their statuses, waiting and handling times, as well as providing visibility into agent productivity.

Based on the data from this feature, it is possible to view metrics for different periods, analyze important aspects for improvement, and monitor whether the improvement actions are yielding the expected results.

Required Permissions

To access the customer service report screen, it is necessary to have the following permission in the system: Helpdesk > "View" or "View and edit".

How the Customer Service Report Works

The functionality of the customer service report considers all the records of customer service for the current and past days, allowing you to select the exact days you want to analyze, from a single day up to a maximum period of 3 months.

Currently, it is not possible to view a historical period longer than three months, meaning that starting from the current day, you can only view data from up to 90 days ago. Therefore, it is recommended to review and extract the data month by month if you want to have a broader history for analysis.

Important: When the data is equal to 0, that is, when the total or the average is 0, then the system will display ZERO according to the unit of measurement; if it is time, it will be shown as 00:00:00, and if it is an absolute number, it will be displayed as 0. If there is not enough data to display, the system will show only the "-" symbol.

To access the customer service report functionality, follow these steps:

Access your portal;
Select the company where your chatbot(s) are located;
Then, choose the chatbot you wish to configure;
Next, access the "Service" menu;
And then the "Customer Service Report" menu.

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What Reports Can I View?

You can view various information simultaneously on the customer service report screen, among which you will find 8 sections:

Maximum time;
Ticket status;
Average time;
Tickets per day;
Attendants;
Queues;
Tags;
Productivity.

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

Filters

You can apply several filters in the customer service report functionality:

Channel filter: Allows you to filter data for a specific channel.
Attendant filter: Allows you to filter data for a specific customer service agent.
Queue filter: Allows you to filter data for a specific service queue.
Tag filter: Allows you to filter data for tickets labeled with specific tags.

These four filters allow you to select multiple items at once, and you can choose multiple items in each of them to make a more specific filter. For example:

Selecting the "WhatsApp" and Instagram channels, attendants "João" and "Paula", the "default" queue, and the tags "dúvida de atendimento" (doubt about service) and "Encerrado por inatividade" (closed due to inactivity).

With this, the system will display only the attendances that correspond to the selected filter set.

These 4 filters will filter most of the sections, except the productivity section.

Period filter

This is the only filter that will affect all sections; it is used to filter the period in which you want to see the customer service data. You can filter from a single day up to 3 months, as long as they are the last 90 days.

Maximum time

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

Maximum time waiting in queue: This metric shows the maximum time a customer waited in the queue before being assigned to an agent or pulled by an attendant. To calculate this number, only the closed tickets within the selected period are considered, which have already been removed from the agent's screen.
Maximum time to 1st response: In this metric, you will see the maximum time it took for a customer to receive the first contact from the agent after being assigned or pulled by an attendant. To calculate this number, only the closed tickets within the selected period are considered, which have already been removed from the agent's screen.

Ticket Status

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

Open: Shows the total number of tickets that were opened in the selected period.
Lost: These are attendances that were closed by the customer while they were still in the queue and had not been assigned to an agent yet.
For customers to exit the attendance before being assigned to an agent, it is necessary to configure this condition in your intelligent contact flow. Learn more in this link.
Abandoned: These are attendances that were closed by the customer after being distributed or attended by an agent.

For customers to exit the attendance after being attended by an agent, it is necessary to configure this condition in your intelligent contact flow. Learn more in this link.

Another way considered as an abandoned ticket is when the ticket is closed due to customer inactivity, and to enable this, the setting must be enabled in the portal and in the builder. Learn more in this link.

Finalized: These are attendances that were completed or transferred to another queue or agent.
Closed: Corresponds to the sum of lost, abandoned, and attended attendances.

Important: If a ticket is closed due to customer inactivity, by the customer, and still appears open on the agent's screen, it will not be considered in the sum of closed tickets.

Average time

In this section, you will find data related to the response times and ticket status, which includes:

Average waiting time in queue: This metric shows the average time that customers wait in the queue before being assigned to an agent. The calculation of this metric only considers the times of closed tickets in the selected period, which have already been removed from the agent's screen.
Average time until 1st response: This metric shows the average time that agents take to send the first message to the customer after being assigned. The calculation of this metric only considers the times of closed tickets in the selected period, which have received a first response from the agent and have already been removed from the agent's screen. That means if a ticket is created and closed without a response from the agent, it will not be counted in the calculations.
Average total waiting time: This metric shows the average time a customer waits to receive the first attention. It is the difference between the moment when the ticket is assigned to a queue and the moment the agent sends the first response.

The calculation of this metric only considers the times of closed tickets in the period, which have already been removed from the agent's screen.

Before calculating the times, the system separates the tickets into two groups: the closed tickets without human attention, i.e., the tickets that were assigned to an agent and closed without any interaction from the agent, and the closed tickets that received attention.

For tickets that did not receive attention, the waiting time will be considered as the time elapsed between the ticket's creation and its closure, as the customer waited all that time without receiving attention.

For those that received attention, the time between the ticket's creation and the first response will be considered.

Finally, the system adds the times from both groups and divides them by the total number of closed tickets, obtaining the average waiting time.

Average response time: This metric shows the average time that agents take to respond to customer messages. The calculation of this metric only considers tickets that had at least one complete interaction between the customer and the agent, i.e., tickets in which the customer sent a message and the agent responded, and that were closed in the selected period and have already been removed from the agent's screen.
Average attention time: This metric shows the average duration time of attendances, from the moment the agent sends the first message to the customer until the completion of the attention. The calculation of this metric only considers closed tickets in the selected period, which have already been removed from the agent's screen.

Opened vs. Closed Tickets

In this section, you can see the number of tickets opened and closed per day in the selected period. The dark blue line on the graph represents the opened tickets, while the light blue line shows the closed tickets.

Attendees

In this section, you can visualize all the attendances separated by attendee, where each line represents an attendee and will display the following information:

Attendee: Shows who is the attendee responsible for the tickets.
Finished Tickets: Shows how many attendances have been concluded by this attendee.

Important: If a ticket is finished due to inactivity or by the client but still appears open on the attendee's screen, it will not be counted in the sum of finished tickets.

Average First Response Time: This metric shows the average time it takes attendees to send the first message to the client after being assigned. The calculation of this metric only considers the times of closed tickets in the selected period, which have received a first response from the attendee and have been removed from the attendee's screen. In other words, if a ticket is created and closed without the attendee's response, it will not be counted in the calculations.
Average Waiting Time: This metric shows the average time a client waits to receive the first attention. It is the difference between the moment the ticket is assigned to an attention queue and the moment the attendee sends the first response.

The calculation of this metric only considers the times of closed tickets in the period, which have been removed from the attendee's screen.

Before calculating the times, the system separates the tickets into two groups: the closed tickets without human attention, meaning the tickets that were assigned to an attendee and closed without any interaction from the attendee; and the closed tickets that received attention.

For tickets that did not receive attention, the waiting time will be considered as the time elapsed between the ticket's creation and its closure, as the client waited all that time without receiving attention.

For those that received attention, the time between the ticket's creation and the first response will be considered.

Finally, the system adds up the times from both groups and divides them by the total of closed tickets, obtaining the average waiting time.

Average Response Time: This metric shows the average time it takes attendees to respond to client messages. The calculation of this metric only considers tickets that had at least one complete interaction between the client and the attendee, meaning tickets in which the client sent a message and the attendee responded, and that were closed in the selected period and have been removed from the attendee's screen.
Average Attendance Time: This metric shows the average duration time of the attendances, from the moment the attendee sends the first message to the client until the completion of the attendance. The calculation of this metric only considers closed tickets in the selected period, which have been removed from the attendee's screen.

Queues

In this section, you can visualize all the attendances separated by queue, where each line represents a queue and will display the following information:

Queue: Shows the queues registered in your chatbot.
Finished Tickets: Shows how many attendances have been concluded in this queue.

Important: If a ticket is finished due to inactivity or by the client but still appears open on the attendee's screen, it will not be counted in the sum of finished tickets.

Average First Response Time: This metric shows the average time it takes attendees to send the first message to the client after being assigned. The calculation of this metric only considers the times of closed tickets in the selected period, which have received a first response from the attendee and have been removed from the attendee's screen. In other words, if a ticket is created and closed without the attendee's response, it will not be counted in the calculations.
Average Waiting Time: This metric shows the average time a client waits to receive the first attention. It is the difference between the moment the ticket is assigned to an attention queue and the moment the attendee sends the first response.

The calculation of this metric only considers the times of closed tickets in the period, which have been removed from the attendee's screen.

For tickets that did not receive attention, the waiting time will be considered as the time elapsed between the ticket's creation and its closure, as the client waited all that time without receiving attention.

For those that received attention, the time between the ticket's creation and the first response will be considered.

Finally, the system adds up the times from both groups and divides them by the total of closed tickets, obtaining the average waiting time.

Average Response Time: This metric shows the average time it takes attendees to respond to client messages. The calculation of this metric only considers tickets that had at least one complete interaction between the client and the attendee, meaning tickets in which the client sent a message and the attendee responded, and that were closed in the selected period and have been removed from the attendee's screen.
Average Attendance Time: This metric shows the average duration time of the attendances, from the moment the attendee sends the first message to the client until the completion of the attendance. The calculation of this metric only considers closed tickets in the selected period, which have been removed from the attendee's screen.

Tags

In this section, you can visualize all the attendances separated by tag, where each line represents a tag and will display the following information:

Tag: Shows the list of registered tags.
Finished Tickets: Shows how many attendances have been concluded with this tag.

Important: If a ticket is finished due to inactivity or by the client but still appears open on the attendee's screen, it will not be counted in the sum of finished tickets.

Average First Response Time: This metric shows the average time it takes attendees to send the first message to the client after being assigned. The calculation of this metric only considers the times of closed tickets in the selected period, which have received a first response from the attendee and have been removed from the attendee's screen. In other words, if a ticket is created and closed without the attendee's response, it will not be counted in the calculations.
Average Waiting Time: This metric shows the average time a client waits to receive the first attention. It is the difference between the moment the ticket is assigned to an attention queue and the moment the attendee sends the first response.

The calculation of this metric only considers the times of closed tickets in the period, which have been removed from the attendee's screen.

For those that received attention, the time between the ticket's creation and the first response will be considered.

Finally, the system adds up the times from both groups and divides them by the total of closed tickets, obtaining the average waiting time.

Average Response Time: This metric shows the average time it takes attendees to respond to client messages. The calculation of this metric only considers tickets that had at least one complete interaction between the client and the attendee, meaning tickets in which the client sent a message and the attendee responded, and that were closed in the selected period and have been removed from the attendee's screen.
Average Attendance Time: This metric shows the average duration time of the attendances, from the moment the attendee sends the first message to the client until the completion of the attendance. The calculation of this metric only considers closed tickets in the selected period, which have been removed from the attendee's screen.

Productivity

This section focuses on showing the time the attendant spent in each state to provide an overview of their productivity, where each line represents an attendant and will display the following information:

Attendant: Shows the name of the attendants registered in the chatbot.
Online: Shows the total time in the selected period that the attendant was online on the desk.
On Break: Shows the total time in the selected period that the attendant was on break on the desk, either in a standard or customized break.
Invisible: Shows the total time in the selected period that the attendant was invisible on the desk.
Total: Shows the total time the agent was logged in on the desk, which corresponds to the sum of the time spent online, on break, and invisible.

Export of Productivity and Break Data

In addition to viewing data on the screen, you can export it to a file in .csv format. With this file, you can open the data in a spreadsheet and perform more complex analyses that are not possible on the screen.

Currently, on the customer service reports screen, it is only possible to export the productivity section in two separate files, "Productivity" and "Breaks," each showing a different view of the data related to the productivity section, which are as follows:

1. Productivity: It will display the same data presented 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 are as follows:

Attendant: Shows the name of the attendants registered in the chatbot.
Online: Shows the total time in the selected period that the attendant was online on the desk.
On Break: Shows the total time in the selected period that the attendant was on break on the desk, either in a standard or customized break.
Invisible: Shows the total time in the selected period that the attendant was invisible on the desk.
Total: Shows the total time the agent was logged in on the desk, which corresponds to the sum of the time spent online, on break, and invisible.

2. Breaks: It will display detailed data of each break that the attendants took in the selected period in 6 columns, where each row represents a break. The columns are as follows:

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

How to Export Your Reports

Exporting your report is simple:

After accessing the customer service reports screen and selecting the desired period, go to the "Productivity" section.
Then, click on the export icon located in the upper right corner of this section.
Next, simply select which of the two reports you want to export.
That's it, the data will be downloaded to your computer.

Additional Articles

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

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