Lynn Reporting - CHAT

This report provides a comprehensive view of interactions and transfers. It allows for a detailed examination of the interactions that were transferred to executives, as well as the characteristics of these transfers, such as how many were transferred, to which transfer engine, which agents handled these interactions, the session duration, among other aspects.

All charts in the report include an interactive legend, allowing for a more dynamic exploration of the data. Each item in the legend represents a data group, and by clicking on one of these items, the values associated with that variable are removed from the chart. This enables a focused view of the remaining categories and enhances overall interpretation.

Attention Performance

This bar chart shows the total number of interactions over time, divided into two categories: those transferred to an executive and those that were not, with the latter likely resolved by the bot without human intervention.

The X-axis represents time, divided into specific intervals that correspond to the selected range for generating the report, allowing for observation of how interactions vary over different periods.

The Y-axis shows the total number of interactions, enabling a clear comparison of interaction volumes across each time interval.

Each bar represents the total number of interactions for a given time interval.

The bars are divided into two colors to differentiate between types of attention:

Interactions transferred to executives: One section of the bar displays the number of interactions that were transferred to an executive.
Interactions not transferred to executives: The other section, in a different color, represents interactions that were resolved without human intervention.

The chart allows users to understand how interactions are distributed between those resolved automatically and those requiring human intervention, offering valuable insights for optimizing resources and improving the customer experience.

Session LifetimeTransfer Engine

It displays the duration of sessions transferred to an executive as a line chart, highlighting three metrics: maximum time, minimum time, and average duration over a specified period. This allows for the analysis of variability and trends in session duration.

The X-axis represents time, segmented into intervals to observe how session durations vary.

The Y-axis shows the duration of the sessions (in seconds), allowing for the comparison of maximum, minimum, and average durations for each interval.

There are three lines in the chart, each representing a different metric:

Maximum Time Line: This line shows the maximum duration of sessions in each time interval.
Minimum Time Line: This line represents the minimum duration of sessions in the same period.
Average Time Line: This line displays the average duration of sessions transferred to executives, providing a general benchmark.

This breakdown allows for the observation of the variation and trends in the duration of sessions that require executive intervention. For example, an increase in the maximum time line could indicate cases of more complex interactions that require more attention time.

Transfer Engine

This pie chart shows the distribution of sessions that were transferred to executives, categorized by the channel of origin. Each segment of the chart represents a different channel, allowing for the visualization of the proportion of sessions coming from each source.

Large segments indicate that a significant number of sessions originated from those channels, suggesting that they are primary sources of interactions requiring executive attention. This chart provides valuable information for understanding the channels most used by customers when seeking assistance.

Transfer to Executive

This line chart illustrates the number of transfers to executives over the selected time period, with each curve representing a different transfer engine.

The X-axis represents time, segmented into defined intervals, allowing for the analysis of transfer trends and patterns over the selected period.

The Y-axis indicates the number of interactions transferred to executives, facilitating the comparison of transfer volumes across each time interval.

Each curve is color-coded to distinguish between the transfer engines, allowing users to see the number of sessions transferred to executives, how many were handled by each engine, and at what times, which aids in identifying usage patterns and the performance of each engine.

Interactions Transferred by Channel

This pie chart shows the distribution of sessions that have been transferred to executives, categorized by the channel of origin. Each segment of the chart represents a different channel from which the interaction originated, allowing for the visualization of the proportion of sessions transferred to executives from each source. This provides a clear view of which channels are more likely to generate interactions requiring executive attention, helping to identify areas where the self-service system could be improved or where more human support is needed.

Agent Transfer Details

It presents a table detailing the sessions that have been transferred to executives, complementing the visual information provided in the previous pie chart. The table breaks down the sessions by date and the agent who handled them, allowing for a deeper analysis.

It includes the following columns:

Agent Name: Name of the agent who handled the interaction.
Date: Date of the interaction.
Channel: Channel through which the session originated.
Total Transferred: Number of transfers the agent has received on the corresponding date in the Date column.
Chat Engine: Chat engine through which the executive handled the interaction.
Last Transfer: Time of the last transfer to the executive.

The detail t This table presents the number of sessions handled, organized by agent and the chat engine used. It provides a clear view of the interaction between agents and the tools they employ.

The table includes the following columns:

Agent: Name of the agent who handled the interaction.
Chat Engine: Identification of the chat engine used by the agent to manage the interaction.
Number of Sessions: Total number of sessions handled by each agent using the corresponding chat engine. able provides a clear view of how transferred sessions are distributed among different agents, helping to identify each agent's workload and performance based on the channel of origin.

Transfer Detail

This table presents the number of sessions handled, organized by agent and the chat engine used. It provides a clear view of the interaction between agents and the tools they employ.

The table includes the following columns:

Agent: Name of the agent who handled the interaction.
Chat Engine: Identification of the chat engine used by the agent to manage the interaction.
Number of Sessions: Total number of sessions handled by each agent using the corresponding chat engine.

Session Time Detail

This table presents a daily breakdown of the number of sessions that have resulted in attention from an executive. It also includes information on the total time and average duration of these interactions, allowing for an assessment of workload and efficiency in customer service.

Table Columns:

Date: Date on which the sessions were recorded.
Number of Sessions: Total number of sessions transferred to an executive on the corresponding date.
Total Time (HH:MM:SS): Total sum of the duration of all sessions transferred to an executive on that date.
Average Time (HH:MM:SS): Average duration of sessions transferred to an executive, calculated by dividing the total time by the number of sessions.