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Reports in the menu on the left shows how your agents are doing. Choose the period and the agent at the top. To look at one agent, you find the same numbers under the agent in Analyse → Performance. The numbers rest on one rule for each conversation: did the user take part, and did the user get what they came for? This page explains the rules, so you can read the numbers correctly.

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The four headline numbers

Resolution, customer experience and escalations are calculated on the involved conversations only. A conversation where the user said almost nothing counts neither for nor against the agent.

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When is a conversation involved?

A conversation is involved when the user said enough for a real conversation:
  • In chat, SMS and email: the user sent at least one message.
  • On a call: the user spoke at least twice, or said at least six words in total.
A call where the user only says “Hello?” or “Yes.” is not involved. A call with one real question, such as “Do I need to be home when the worktop is delivered?”, is involved.

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How conversations ended

Each conversation gets one outcome when it ends. The outcomes are collected in groups. The diagram From conversation to result shows the groups and the outcomes in each group: Conversations that do not have an outcome yet show as Not evaluated. Click an outcome in the diagram to see exactly those conversations in Inbox, with the same agent and period. If the report leaves test conversations out, the inbox does too. A chip at the top shows the filter, and one click removes it.
A handover counts as resolved. Either a person took the conversation, or you have a message from a user who wants to be contacted. Both are a good result for you.

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How the outcome is decided

The outcome is decided when the conversation ends, in two steps:
  1. Fixed rules first. If the conversation was transferred to a person, the outcome is Handed to a person. If the agent took a message, the outcome is Set up for follow-up. If the user did not take part, the outcome is No involvement. If the user asked for a person and a transfer was tried without success, the outcome is Asked for a person.
  2. Then the whole conversation is read. We look at what the user asked for through the whole conversation, and whether the agent handled it. If the user left after getting their answer, the conversation is resolved. What the agent says at the end, such as “Are you still there?”, does not change that.
Some answers need a quote or a colleague, such as a price that depends on measurements. Such a request counts as resolved when the agent gave the user the next concrete step. That can be an SMS with what the user needs to send, or a message to you. If the agent only said that it depends on measurements, it is not resolved. If the user asked for a person on a call and we know the number, the conversation is marked so someone calls the user back. It then counts as Set up for follow-up and waits for you in Inbox.

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From conversation to result

The diagram shows where the conversations came in, whether the user took part, and which group they ended in. Follow a colour from left to right to see where the conversations from one channel ended. The last column splits Resolved and Not resolved into each outcome. Hover over an outcome to see what it means. Click a channel, a group or an outcome to open the conversations in Inbox.

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Over time

The chart shows involvement, resolution and customer experience day by day. Each value is an average of the last seven days, so a quiet day does not make the line jump. Switch to Absolute numbers to see the counts behind the rates.

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Why the experience was what it was

Each involved conversation gets one reason why the experience was good or could be better. What went well What could be better This list shows only the reasons you can do something about. Click a reason to go to the page where you fix it. The links to Escalate and Guidelines show when you choose an agent at the top.
Some reasons do not show here, such as the agent repeating itself, mishearing the user or being slow. We fix those in the platform. We still keep them and use them to make the agents better.

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What to check

These are usually calls where the user hung up straight away or only said “Hello?”, and chats where the user never wrote anything. They do not count in the resolution rate.
The outcome now reads the whole conversation and looks at what the user asked for. Before, a conversation could show as left without an answer only because the agent ended with a question. A handover to a person or a message now also counts as resolved.
Open the conversation in Inbox. Under Conversation outcome you find a short reason. Write to us with a link to the conversation, and we will look at the rule.