It's almost impossible to overestimate the importance of reporting for a chat center. It allows you to draw conclusions about the quality of customer support, calculate agent KPIs, understand what needs to be improved, and identify areas for growth. In NovaTalks, you can use online reporting and reports based on historical data. Let's take a look at what information they provide below.
Online reports
There are 4 reports on the Online tab:
- Agent statuses
- Agent overview
- Team overview
- Channels overview
The data in the reports is updated every 1 minute.
Agent statuses report
Agent statuses is a report that displays in real time the current status of the agent and the duration of their stay in it.
Agent overview report
Agent overview is a report that displays the main performance indicators of an agent in real time for the current day.
Team overview report
The Team overview is a report that displays the main performance indicators of a team in real time for the current day.
Channels overview report
The Channel overview is a report that displays the current day's key performance indicators of the channel in real time.
Historical reports
The Historical tab contains 10 historical reports:
- Agents overview Sum
- Teams overview Sum
- Channels overview Sum
- Agents availability Sum
- Agents quality assessment Sum
- Agents availability Detail
- Detail quality assessment
- Dialogs Detail
- Messages Detail
- Tags Detail
Agents overview report Sum
The Agents summary report is a report that displays the main indicators of agent performance in the context of the selected interval, team, and channel.
Channels overview report Sum
Channels overview Sum is a report that displays the main performance indicators of a channel in the context of the selected interval.
Sum agents availability report
The Agents Availability Sum report is a report that displays agent states in the context of the selected interval.
Report Agents quality assessment Sum
Agents Quality Score Sum is a report that displays agent scores for the selected interval, channel, and team.
Report Agents availability Detail
The Agents Availability Detail report is a report that displays the events of an agent's transition to another state.
Quality assessment report Detail
The Quality score Detail is a report that displays customer ratings for dialogs.
Dialogs Detail report
The Dialogs Detail report is a report that displays detailed information about each dialog.
Messages Detail report
Messages Detail is a report that displays a detailed history of correspondence within a dialog.
Tags Detail report
Tags Detail is a report that shows what tags are assigned to a conversation and a contact.
You can customize each of these reports to meet your business needs in the system interface. Keep your chat center's performance under control and use all the opportunities for growth.