Analytics

Index:

1. Introduction
2. Section: Indicators
3. Occupation
4. Abandonment
5. Waiting and Queue
6. Tickets
7. Agents
8. Average Time

Introduction

Desk Analytics is an extension developed for the detailed analysis of the performance of the human support team on the Blip platform.

Note: This extension works exclusively in the human support bot and must be installed on the bot responsible for managing human interactions.

Desk Analytics offers two main sections of analysis: Indicators, which provide consolidated data based on the selected period, and Company, which presents real-time data, reflecting the current status of support at the time of access.

Section: Indicators

The data presented in the Indicators tab is based on the period defined by the user, allowing for historical analysis and temporal comparisons.

Occupation

The bar chart displays the average daily occupation of agents during the selected period.

Chart Structure:

• X-axis: Days within the configured time range.
• Y-axis: Percentage index of occupation.

How occupation is calculated: Occupation reflects the percentage of time the agent was actively attending to customers in relation to the total time they were available (online).

Formula:

Occupation (%) = (Time in Service / Time Online) × 100

Example:

• An agent was online for 1 hour.
• During that time, they spent 30 minutes on service.

Their occupation will be: (30 / 60) × 100 = 50%

Abandonment

The line chart displays the number of tickets closed by the user, indicating cases where the service was not completed by an agent.

Chart Structure:

• X-axis: Days within the configured period.

• Y-axis: Number of tickets classified as abandoned.

Waiting and Queue

This line chart provides insights into the times related to the user’s experience in the service queue.

Metrics evaluated:

1. Wait Time: The interval between the user's entry into the queue and the assignment of the ticket to an agent.
2. Queue Time: The interval between the assignment of the ticket to an agent and the sending of the first message by the agent.

 

Section: Company

The data in the Company tab is presented in real-time, reflecting the status of support at the time of access.

Tickets

A pie chart that categorizes the tickets of the current support session:

• Attended: Tickets completed by the agents.
• Abandoned: Tickets closed by the users.

Agents

This dashboard presents information on the distribution and current occupation of the agents.

Metrics included:

1. Tickets per Agent: The average number of tickets assigned to each agent.
2. Current Occupation: The percentage of tickets being attended to in relation to the maximum capacity.

Formula for occupation in this section:

Current Occupation (%) = (Tickets Being Attended / Maximum Capacity) × 100

Example:

• Each agent can handle up to 5 tickets simultaneously.
• Two agents each have 2 tickets, totaling 4 tickets being attended to.

The occupation will be: (4 / 10) × 100 = 40%

Average Time

Displays the following metrics:

1. Average Wait Time: The average time users waited before being assigned to an agent.
2. Average Queue Time: The average time users waited until receiving the first message from the agent.

These metrics are essential for monitoring and improving the customer experience during support.

If you have any questions or need assistance, please contact the development team.

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