“Offline messages” in the “Reports” section consists of messages that can be viewed by customer service representatives. Here you can view information about messages received after working hours. You can also view information such as identity, operator registration number, operator, operator company, customer name, mail, name of the customer who wants to contact you. The filter key next to the calendar is so that you can view offline messages in the time range you specify. You can read the article below for more information?
ID
ID is the ıd number of the offlıne message.
Operator ID
Operator ID is the ıdentıty number of the operator.
Operator
Operator is the name of the operator.
Operator Group
Operator group is the group in which the operator is involved.
Guest name
Guest nameis the name of the customer who wants to reach the operator.
Mail
Mail is the mail address of the customer who wants to contact the operator.
Access Channel
Access channel is a field that shows which channel the customer will connect to and talk to the operator.
Access Type
Access type indicates which type of customer is a customer (for example, corporate or individual)
Name
Name is the customer’s name
Start Date
Start date is the start time of the conversation with the client.
End Date
End date is the end time of the conversation with the customer.
Waiting Time
Waiting time is the area in which the time elapsed until the operator returns to the offline message sent by the customer for the call.
The offline messages section displays messages left by customers when operators are passive. We tried to show it step by step with pictures.
“Chatbot history” in the “reports” section consists of information that can be viewed by customer service representatives. From the chatbot history section, you can view the history of your chatbot, just like the operator history, which is the other tab in the reports, which we mentioned in our previous article. You can read the article below for more information?
Guest ID
Guest id represents the id of the customers who want to receive service. The ids of the customers who receive service with the chatbot are automatically determined and listed in this column.
Guest Name
Customers enter their contact information into the system before receiving service. Starting from here, the names of the customers are listed here.
E-mail
Customers enter their contact information into the system before receiving service. E-mail addresses are listed here as well.
Phone
Customers enter their contact information into the system before receiving service. Phone numbers are listed here as well.
Customer Type
The customer type is determined from the group type section of the settings we have specified in our previous articles. You can learn how to set and edit the categories here by clicking here. Again, you can view which of the customer types your customers have chosen here.
Category Description
The situation here is very similar to the logic in group type. As we mentioned in our previous articles, you can specify topics from the subjects section. Thus, your customers will have pre-selected the category of support they will receive while receiving support. You can get more detailed information on this subject by clicking here. Here, these subjects that customers have determined are listed here.
Rating Comment
After written support or video support service, questionnaires are shown to customers. Along with these questionnaires, customers are expected to rate the support service. Here is the evaluation note they will write to the support service with the chatbot. So you can easily observe the deficiencies and take action faster!
Rating Score
Likewise, as in the paragraph we mentioned above, the vote scores given by the customers when evaluating after the service are displayed here and listed as a list.
Start Date
This is a part that serves to show which customer the chatbot communicated with and on which date it provided support services.
Here, just like the operators, the days of the robot are also recorded. If it is active, the day is specified in the start date part.
You will automatically see which id the customers have joined. In addition, contact information such as customer’s names, phones and e-mail addresses are also recorded here.
We showed it in our previous articles. You can classify your customers to make it easier for them to contact you. We set these classifications in the configuration > subject section. These subjects that you have determined there correspond to the category description section here.
Here we have set an example subject for you. The subject we determined here fell into the category description section that appears in the screenshot above. As you can see, the topics on which the chatbots communicate with the customers, and which category the customers write, can be seen here.
At the same time, you can view your customer types, which we have shown in our other articles, from another category, customer type, which is side by side with this category. With the customer type you create here, your customers make a choice before communicating with the chatbot. The customer type and category description selection they made is also displayed here.
“Session time” in the “Reports” section is the section that can be viewed by customer service representatives. In the Session Time section, you can easily access, filter and transfer to excel file many information such as the session duration of your operators, the total number of jobs, the jobs they have completed, the percentage of jobs completed, as well as unanswered job requests. You can read the article below for more information?
As shown here, the operator’s username is displayed first. next to it is the e-mail address of the operator. The work channel part is on which channel the operator communicates with the customers and on which channel they provide support.
The number of jobs completed by the operator along with the total working capacity is also displayed here as a number. In this way, it is also clear how much work the operators have done, completed and how much they missed compared to their total determined capacity. Also, Missed Works are located right next door. In this way, it is easy to see how many of them are still missing compared to the total work, which is also a tool that will make it easier for you to take action in terms of business and help you business plan.
In addition, the completed done is shown not only as a number but also as a percentage. And how long these works take in total is also included in the Total Completion Time section.
When you scroll the page to the right, new information will appear. As you can see in the screenshot above, information such as real work time, First Reply Time appears. In the first reply section, it shows the time when the operator received the first reply. In the real work part, it specifies the actual working hours.
On the other hand, when looking at the Total Online Time, it shows how many hours the operator spends time online in the system. At the same time, Total Offline Time shows how long the operator has been offline in the system in total.
Total Active Time shows us how much of this total time spent is active. This is also indicated in the form of hours. Likewise, total passive time shows us how much of this total time spent is passive. Thus, it is also seen how much of the total time that the operators spend in the system is active and how much is passive.
“Work log” in the “Reports” section is the field with break dates that can be displayed by customer service representatives. In the Work log section, you can view the dates and times your operators have taken a break and the reasons for their break. You can also filter the break dates of the operator you specify by using the filter option and export them to an excel file. You can also view information such as ID, work log, agent and date belonging to the operator. You can read the article below for more information?
ID
ID is the ıdentıty number of the operator.
Work Log
Work log is the section that contains the history of the reason for the break. (Ex. active or passive)
Agent:
Agent is the name of the oparator.
Date
Date is the date and time information of the recorded break reasons history.
The work log makes it easy for you to access the working status information of the operators registered on your system. At the same time, the hours and minutes when your operators enter break information into the system are always recorded in the system. As can be seen from screenshots, it appears when operators are active and passive in the system.
“Rating” in the “Reports” section consists of end-of-call customer evaluations that can be viewed by customer service representatives. In the Ratings section, the evaluation scores your operators received from customers at the end of the meeting are listed. Here you can filter by date and transfer the relevant table to excel.
First, here is the customer type. In this part, your customer’s id is located. Next to it, there is information available for rating. First, the score appears here. An evaluation is presented to your customers so that they can evaluate after each meeting. Here are the scores that your customers have stated, as well as the reviews they have made for the rating. If there are no comments and only the score, a screen will appear just like the one above.
Of course, operator’s information is needed in order to be able to determine and display which operator your customers gave this information to. That’s exactly what operator information here is for! The names and lastnames of your operators are located here. Thus, which operator is communicating with the relevant customer is also seen in the system.
Finally, there is the date that this meeting started and also the date that the meeting ended. Along with the dates, the hours and minutes are also included. So we offer you the opportunity to record everything in detail. We develop our system according to your needs!
“Session History” in the “Reports”section is the section that can be viewed by customer service representatives. You can find a lot of information, such as the type of connection of the operators, whether they have completed the calls, the Operator Registration number. With the blue filter button just above the table, you can filter operator history on the date you specify. when you click the Export To Excel button next to the filter button, you can export an existing table to an excel file. You can read the article below for more information?
As you can see in the screenshot above, you first display the operators. From this page, you can access a lot of information such as operator’s names, operator ids, and e-mail addresses.
As you scroll to the right, you can access a lot of information about your operators. Here you can view the channels and access types of your customers. Also the guest type is used quite often. In the guest type here, as you can see in the screenshot, your customer’s type appears. It shows whether customers are connecting from the system or from the pool when connecting to the operators. At the same time, the section next to it shows whether the negotiations have been completed or not. If the negotiations are not completed or left unfinished, customers wait for their turn in the pool. Negotiations with every customer are always completed.
The rating comments at the end of the meeting presented to your customers are also indicated here. For which operator you can view how customers make comments and also how much they score. so you can self-criticize by getting feedback from customers related to operators and have the opportunity to improve yourself even more!
At the same time, the date your operators made these calls and even the hour and minute they entered the system are always recorded in the system. As can be seen from the screenshots, the time that the operators are active in the system appears. In addition to all these, waiting times are also visible under the waiting time section.
The numbers in the lower right corner of the pages also indicate other pages. These are the continuation information of the operators. As the data is entered, the pages will increase, so it will be easy to access the old information.
“Missed Request” ın the “Reports” section, is the section where missed calls from customers are displayed by customer service representatives. For missed calls, you can find operator ID, phone number, e-mail, operator name, operator group, guest name and others information here. When you click the Export To Excel button next to the filter button in Addattion, you can export the existing table to an excel file. You can read the article below for more information?
Operator ID
Operator ID is the ıdentıty number of the operator.
Phone Number
Phone Numberis the operator’s phone number.
E-Mail
E-mail is the operator’s e-mail.
Operator
Here is the name of the operator.
Operator Group
Operator group is the group in which the operator is involved.
Guest Name
Guest nameis the name of the customer who wants to reach the operator.
You can use these fields to get different information other than the information we have determined for the contact information of the customers. So you can make customizations as you wish.
E-Mail
E-mail is the customer’s email information. This information is automatically dropped into the system when a missed request occurs.
Phone No
Phone no is the customer’s phone information. This information is automatically dropped into the system when a missed request occurs.
IdNo
IdNo is the customer’s ID information. This information is automatically dropped into the system when a missed request
Access Channel
Access channel is a field that shows which channel the customer will connect to and talk to the operator.
Access Type
Access type indicates which type of customer is a customer (for example, corporate or individual)
Customer Type
Customer type indicates the customer’s property (ex. general or individual).
Customer Type
When the missed decommissioning is complete, you can enter a description of the specific completion type for you.
Description For Ending
You can enter a description for escaped calls.
Rating Comment
The rating comment indicates the comment the customer made for the missed request.
Rating Score
The rating score shows the score the customer gave to the missed request.
Start Date
Start date is the start time of the conversation with the client.
End Date
End date is the end time of the conversation with the customer.
As you scroll to the right, you can access a lot of information about your operators. Here you can view the channels and access types of your customers. Also the guest type is used quite often. In the guest type here, as you can see in the screenshot, your customer’s type appears. It shows whether customers are connecting from the system or from the pool when connecting to the operators. At the same time, the section next to it shows whether the negotiations have been completed or not. If the negotiations are not completed or left unfinished, customers wait for their turn in the pool. Negotiations with every customer are always completed.
The rating comments at the end of the meeting presented to your customers are also indicated here. For which operator you can view how customers make comments and also how much they score. so you can self-criticize by getting feedback from customers related to operators and have the opportunity to improve yourself even more!
At the same time, the date your operators made these calls and even the hour and minute they entered the system are always recorded in the system. As can be seen from the screenshots, the time that the operators are active in the system appears. In addition to all these, waiting times are also visible under the waiting time section.
The numbers in the lower right corner of the pages also indicate other pages. These are the continuation information of the operators. As the data is entered, the pages will increase, so it will be easy to access the old information.
“General Channel Report” in the “Reports” section is the general Reports section that can be viewed by customer service representatives. Here you can find the total data of offline messages, session history, chatbot history, missed requests, session duration, work logs and rating. Also, access the general report and Date Selection of the operator you specified using the filter option. You can read the article below for more information?
Total Sessions
In this section, it is seen how many sessions he has made in total. The total category also includes not only completed sessions, there are also the number of missed sessions. Of course, seeing the number of these sessions help to make things easier to control!
Competed Sessions
No matter how many sessions there are in total, completed sessions are more important. For this reason, you can see how many sessions have been completed in total here.
Missed Sessions
Also, another category included in the total sessions is the missed sessions. Here, you can see how many sessions were missed in number.
Completed Sessions (%)
You will see the percentage of the total completed sessions in here, not the number.
Total Sessions Time
Here, you will also see the total time spent during all these sessions as time.
Sessions Time (Avg)
Here you will see the average of the total time spent during all these sessions.
You can access all call records received by operators during the day here. Here you can get a report of total sessions, completed sessions, missed sessions, completed sessions%, total session time, session time (avg). At the same time, the date when your operators make these calls and even the time and minute they enter the system are always recorded in the system. To do this, you need the filter button located next to the date selection screen. These are the operators ‘ ongoing information. When data is entered, the pages will increase, so it will be easy to access old information.
