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Lynn Reporting - KYUBO

This report displays the work statistics of Kyubo agents, enabling a comprehensive analysis of their performance and status in real-time. It highlights key aspects, such as the agent's connection status, and details productivity by indicating the number of interactions handled, the number of calls resolved, and overall effectiveness in resolving inquiries. It also presents a breakdown of sessions, specifying duration, start and end times, and the types of interactions managed, such as calls or chats.

Additionally, the report includes essential time metrics, such as customer wait times before being attended to and the average time agents spend on each interaction. These statistics allow for an evaluation of the agent's response speed and effectiveness in resolving inquiries.

The chart that appears in the report includes an interactive legend that allows for a more dynamic exploration of the data. Each element of the legend represents a data group. By clicking on one of these elements, the values associated with that variable disappear from the chart, allowing users to focus on the behavior of the other categories and improving their interpretation.

KYUBO Agents

It shows a table that presents a detailed view of the performance and status of the agents at the time of the report query. Each row is organized by agent and displays the following elements:

  • Agent: Name or identifier of the agent.
  • Connection Status: Indicates whether the agent is connected or disconnected at the time of the report query. It will be accompanied by a green circle if connected or a red circle if disconnected.
  • Capacity: Represents the capacity assigned to the agent, which may be reflected in the maximum number of interactions they can handle simultaneously.
  • Connected: Displays the number of times the agent has actively handled interactions.
  • Ringing: Indicates how many times the customer interaction has been in the queue, waiting to be attended to by an agent. IMPORTANT: If the agent has the Auto Answer option configured, there will be no figures in ringing, as upon receiving an interaction, it goes directly to being handled by the agent.

KYUBO Agent Statistics

The table provides a detailed view of the status and productivity of each agent at the time of the report query. Each row of the table is organized by agent and displays the following elements:

  • Agent: Name or identifier of the agent.
  • Work Group: Indicates the work group to which the agent belongs.
  • Status: Reflects the agent's status at the time of the report query, which can be Ready or Not Ready. It will be accompanied by a green circle if Ready or a red circle if Not Ready.
  • Ready: Shows the total amount of time the agent has been in Ready status, available to handle interactions.
  • Not Ready: Indicates the total amount of time the agent has been in Not Ready status, meaning they were not available to handle interactions.
  • Productivity: Calculates the agent's productivity based on the time spent in Ready status and in relation to the time they have been connected.

This table is useful for evaluating the effectiveness of agents in their respective roles.

KYUBO Sessions

This table provides a summary of the sessions that have been transferred to an executive; each session is distinguished by its identifier. It includes information about the time customers spend in the queue and the total duration of the session. It is important to analyze in depth the sessions that have long queue times.

The table contains the following columns:

  • Session ID: a unique identifier assigned to a session that allows tracking and managing user interaction.
  • Queue Entry Date: Marks the moment when the user requests assistance and is registered in the system as pending a response, meaning they enter a wait to be attended by an agent.
  • Queue Time: Total duration, in seconds, that a user spends waiting in a queue before being attended by an agent.
  • Session Time: Total duration, in seconds, of an interaction between a user and the service, which begins when the user starts the session and ends when the session is closed.
  • Abandoning part: refers to the component of the interaction (either the customer or the agent) that decides not to continue with the session before it concludes. This can occur for various reasons, such as dissatisfaction with the service, prolonged wait times, or technical issues.

Average AWT/ATO

The line chart presents the behavior of the Average Wait Time (AWT) and the Average Handling Time (AHT) of the workgroups belonging to the queried tenant. Each line in the chart represents the magnitude of a particular workgroup, allowing for a comparison of the performance of different groups in relation to these metrics.

In the X-axis, time is represented, divided into intervals depending on the time range of the data. The Y-axis shows the magnitudes of AWT and AHT, allowing visualization of the average times in seconds.

Each line corresponds to a specific workgroup, with a distinct color to facilitate its identification.

Executive Task