How to use the Ticket & Annotations Report to monitor attendee performance – Blip | Blip Help

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Learn how to improve your team's performance using the Ticket & Annotations Report in conjunction with other STILINGUE modules.

The Ticket & Annotations Report is a fundamental area for analyzing various metrics related to STILINGUE Smart Care. One of the possibilities that the report offers is measuring the performance of attendants, in conjunction with other modules of the platform.

This feature helps you understand how your service team is performing, identify areas for improvement, and have a richer view of the work done by the service team.

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We have listed below some ways to measure this:

1. Analyzing the number of interactions received per day

Before proceeding, it's important to keep in mind that an interaction is different from a conversation - and the same conversation can have multiple interactions. For example, everything highlighted within the red square in the image below is considered a conversation. The messages pointed out by the red arrows are interactions, which can be proprietary (when they originate from your page) or non-proprietary (that is, they came from outside the page):

Therefore, the same conversation can have several interactions. And it may be interesting for your operation to know how to analyze the volume of interactions received in a given period.

2. Viewing the number of interactions coming in per day on your proprietary pages

To check this information, you should access the main menu of the War-Room.

In the side menu, go to Overview and open the global filter in the top right corner of the screen. Then, select the Conversations Filter field. Here, all interactions received on your proprietary pages are returned.

Afterwards, go to the Interaction Source field (below the "Who" section), click on the "Hide my pages" option to exclude your proprietary pages and prevent proprietary interactions from being included in the filter.

In the Interactions field (located within the "Conversations" section), uncheck the "proprietary posts" option as well, to ensure that the filter only returns user interactions. After selecting everything, apply the filter to view the data.

Remember that the other parameters of the Conversations Filter are at your discretion, so feel free to use the fields as needed for a more comprehensive analysis.

To learn more about the Conversations Filter, click here.

After applying the filter, you can view the total interactions for the selected period and the timeline of collected interactions in the Overview.

3. Visualizing performance in graphs

After checking the total interactions, you can now assess your team's performance based on the observed interaction volume within the chosen filter interval.

To do this, you must have master or administrator permissions. To learn about permissions, click here. Once aware of the permissions, navigate to the STILINGUE Smart Care module and access the Ticket & Annotations Report. In this area, you can replicate the filtering performed in Summary > Overview by selecting the available fields at the top of the screen.

Additionally, the report offers several options to evaluate the performance of the attendants comprising your team.

When conducting your analyses, remember that the Ticket & Annotations Report presents performance according to the period applied in the filter.

See more details about each chart below:

3.1 Activity Time x Responder

This chart provides a consolidated view of the times when attendants change statuses based on the filter period. In other words, it allows you to identify patterns in the volume of status changes throughout the 24 hours of the day.

3.2 Responder's Interactions

Here, you can visualize the number of times the person responsible for the interaction assigns a particular status to the conversation. In parentheses, the total time for all status changes made by responders.

The table will display all conversations that had a status changed according to the filtered period, regardless of the conversation's start date. Additionally, the same conversation may have gone through various different statuses, and each completed status can be counted, as long as it aligns with the applied filter.

3.3 Responder's Interaction by Channel

Finally, this chart shows the number of conversations assigned to each responder according to the filter. As soon as it is assigned, the conversation will be counted in the chart.

Important: the conversation will be counted for whoever is assigned, even if that responder did not handle the interaction.

Other possibilities in the filter

If you want a detailed performance breakdown of a specific responder, the filter can also be applied directly by selecting only that responder, for example:

In this case, the entire Ticket & Annotations Report will only show activities performed by the selected responder, such as: number of new and pending conversations, delivered and agreed SLA, Average Handling Time, among other data presented in the area.

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

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