Conversation Analytics: Productivity
The tab "Productivity" in the Analytics section shows data around your conversations and the productivity in different queues starting from September 18. Be aware that this feature is currently in Early Access and you can read more here.
You can find a detailed explanation of each graph below.
You can filter this dashboard by channels, queues and contact points.
It is not possible to filter by direction here as the "Queue" dashboard only concerns data from inbound conversations.
Contact point is the way your customer contacts you via either an email address, phone number, chat widget, Facebook Messenger page or WhatsApp phone number.
Note that if a specific option within a filter does not show up (for example you can't find a specific queue) it's most likely because there are no conversations matching that option (so no conversations in the specific queue) within the selected time period.
The filters are not connected, so the list of e.g. contact points won't change depending on the channel you've chosen.
Average Handling Time
This metric describes the average time between a conversation is assigned to an agent until the conversation is closed or the assigned agent is unassigned. Currently this metric only shows the value for the last day of the selected time period and you can see the trend compared to the previous day.
The Average Handling Time is used for workforce management. It allows managers to know how long it takes to handle each conversation and this information can therefore be used to make sure the right number of agents are working at the right time.
Calculation: The Average Handling Time (AHT) can be calculated several times for the same conversations when it is transferred between agents and queues. The time a conversation spends in follow up does not count towards AHT calculation as it can actually be understood as Average Handling Time by Agent(s). So since no agent is handling the conversation when it is in follow-up it does not count towards AHT.
Average Wait Time
This metric describes the average time between a conversation is offered in a queue until it is assigned to an agent. Currently this metric only shows the value for the last day of the selected time period and you can see the trend compared to the previous day.
The shorter the Average Waiting Time, the better the customer experience is. It is also necessary for workforce management.
Calculation: The Average Waiting Time (AWT) can happen several times for the same conversations when it is transferred between agents and queues. AWT is calculated by taking the average time difference between the moment a conversation gets into a queue and the moment that an agent gets assigned to it. Abandoned conversations do not count towards the AWT calculation as it can actually be understood as Average Wait Time Until Answered, so as abandoned conversations are not answered they are not counted. Similarly the time a conversation spends in follow up does not count towards AWT, but only time waiting in a queue to be offered to an agent counts.
Average Handling Time and Average Wait Time - per day
The graph and the table view of Average Waiting Time and Average Handling Time gives an indication of average values per day, so patterns can be spotted easier. The last row of the table view will also always show the total AWT and AHT for the selected period. If you choose a time period longer than 7 days, the totals might be out of view, but you can scroll to find them in the bottom.
Percentage of conversations assigned in period - Per day
These metrics shows how big a percentage of the conversation offers are also resulting in conversation assignments on average. This then shows how many conversations can be believed to be answered. Therefore this metric can also be understood as Answer Rate.
The Answer Rate metric is important in order to determine if agents are answering the right number of offered conversations according to the agreed Service Level target.
Calculation: Answer Rate is calculated as Conversations abandoned * 100 / Conversation assignments. In other words - the Answer Rate metric is based on the calculations of Conversations abandoned and Conversation assignments.
The graph shows the average per day.