General

First Contact Resolution

This report displays the First Contact Resolution (FCR) rate for all fully completed cases.
The report counts the number of tickets received in the selected time period that were answered at some point later and for which no further queries were received from the customer (FCR).
This number of tickets is compared to the total number of tickets in the same category during the same time period, and a ratio is calculated (%FCR).

Since customers may still send follow-up queries in the following months, the FCR count could change from one report execution to the next.

Filter

  • Date range:
    A date range must be entered for the execution. The time entered refers to the date of receipt of the emails to be evaluated.
  • Category:
    Only consider emails in these categories.

Columns

  • Category
    Category that triggered the sending of the campaign emails.
  • FCR:
    First Contact Resolution Number: Number of tickets received in the selected time period and answered at some point later, for which no further query was received from the customer.
  • Closed:
    Number of mails that were closed in the specified time period in the respective category.
  • %FCR
    Ratio of FCR to closed mails.

Campaign

This report can be used to display the number of mails that were created through categories in specific Campaigns.

Filter

  • Timeframe:
    A time span has to be entered in order to execute this report. The time span corresponds to the mail response date.
  • Category:
    The last category of the mails. Optional filter
  • Campaign
    All standard channels and channels that have been created through apps (connector apps)

Columns

  • Campaign:
    Name of the campaign
  • Category
    Category that triggered the campaign mail
  • Count:
    Number of mails that were created through this category in this campaign

Online times

This report generates numbers about the amount of time an agent spent in different states during a defined period per day (since version 12.13).

Filter

  • Timeframe:
    The time period to which the report should refer.
  • Agent:
    Agent(s) whose times are to be displayed

Columns

  • Date:
    The day that the times in the following columns refer to.
  • Agent:
    Name of the agent.
  • Online time without break:
    How long the agent was logged in on the day, minus breaks (format HH:MM:SS).
  • Break time:
    How long the agent spent on break that day (format HH:MM:SS).
  • Ready for Call:
    How long the agent was in ready for call that day (format HH:MM:SS).
  • Ready for Chat:
    How long the agent was in ready for call that day (format HH:MM:SS).
  • Ready for Mail:
    How long the agent was ready for mail that day in (format HH:MM:SS).
  • First login of the day:
    Time the agent logged in for the first time that day.
  • Last logout of the day:
    Time at which the agent logged out for the last time on the day

Textmodules

This report report generates statistics on the use of text modules in processed mails and finished chats. The result can be grouped by text module, text module group or category. Additionally the result can grouped by interval and be limited to text module groups and categories. TOP text modules can be considered by selecting the corresponding check box.

Filter

  • Timeframe:
    A time span has to be entered in order to execute this report. The time span corresponds to the usage date of the text modules (usually the response date of the tickets)
  • Category:
    The last category of the mails. Optional filter
  • Text module groups:
    Filter for specific text module groups. If chosen, only the text modules of the selected text module groups will be displayed
  • Checkbox: TOP text modules:
    Includes all the text modules that are associated to the TOP text modules group of the categories

Grouping

  • Date used
  • Category
  • Text module group
  • Text module

Without grouping selected, the data will be displayed as raw data on ticket level.

Columns

  • ID:
    The unique Ticket-ID or Chat-ID.
  • Email Customer:
    Email address of the customer who initially wrote the inbound mail
  • Category:
    Category of the mail/chat
  • Text Module Group:
    Text module group, the text module was selected out of. May also be TOP if filter TOP text modules has been checked.
  • Text Module:
    Name of the used text module
  • Date used:
    The date the agent used the text box in a reply
  • Type:
    Has the text module been used for a mail or a chat