ConvyAI

Monitor your Contact Center


Monitor your Contact Center

In Analytics section you can find Wallboard.

With the "+" button, you can add the widgets to the wallboard.

For each widget, there are five buttons.

The first one refresh the widget, the second one show the widget in graphic form, the third one show the widget in table form, the fourth one resize the widget and the last one close the widget. 

There is also a refresh button that reload all charts every 15 seconds.

 

Registry

Using the search criteria, you can generate a summary table and a detailed report for each contact saved on Crab Database.

Search Criteria:

Filter

It is the field in which to search, according to the operator's logic, for the entered value.

Filter is based on input text, so you have to know your object-structure.

Operator

A logical comparison operator:

 

Contains

Find a match that includes all or part of the search string.

Equals

Find an exact match with the value; does not match with null values.

Value

The value to match.

By clicking on + button you can set a sequence of filters based on your criteria and concatenate them with the operator AND or OR.

Time-Frame

By default, time-frame is not selected and research is retrieved  from the beginning of the ConvyAI installation.
If more than 1000 results are found only the first 1000 will be displayed

Action buttons:

          To submit your research.

If the applied filter extrapolates results, they are displayed inside the Result Panel.
The panel includes an additional research field to help you filter the results if there are too many.

You can perform various actions on the extracted data:

ICON

Obscure data

Export

You can export data and choose between CSV or XLSX format

 

Each result is shown by Username, User ID, Last Modify At and Last Modified By.

 

 

 

 

 

 

 

 

 

 

Dialog Details

This section allows to search for conversations using filters in order to be able to view the dialog details.

 

If you are looking for a dialog with a recording, you can recognize it by the appropriate icon. 

 

The recordings can be viewed in the chat history contained in the details.

Just click on "View Details", a screen will appear with some details of the conversation. By clicking on "Chat History" on the left, you can view the chat history of that conversation. To view the recordings made during the conversation calls, simply click on the handset icon in the chat history.

The recordings will appear on the right, with the relative information, such as duration, start and end time. There is also the possibility to download the recordings.

Semantic Statistics

For each intent or semantic label ConvyAI can create a view that summarizes the intent usage, percentage and confidence.

Search Criteria

Engines

A drop-down menu from which to select the name of the engine whose semantic statistics you want to know. Default all is set.

Time-Frame

By default, the time-frame is set to the current day.

 

Action buttons:

To submit your research.

To save one or more search criteria that you have configured. Clicking on the button a modal is shown and you have to give a name to your search and save it.

 

 

Result Panel

For the intents generated by a semantic engine there is also a detail table about all the sentences analysed for the specified intent.

Bot Navigation Statistics

ConvyAI allow the user to view each bot efficiency

 

Search Criteria

Bot

A drop-down menu from which to select the name of the bot whose efficiency you want to know.

Time-Frame

By default, the time-frame is set to the current day.

Action buttons

To submit your research.

To save one or more search criteria that you have configured. Clicking on the button a modal is shown and you have to give a name to your search and save it.

Result Panel

Full bot

Number of conversation handled by the bot, without any handover or other bots

Timeout

Number of conversation abandoned by the customer

Handover

Number of conversation handled over to third party applications

Error

Number of conversation closed for integrations error with third party services, like semantic engines or web services

Overflow

Number of conversation sent to other bots

The OVERFLOW section has the possibility to view in details which bot received the conversations.

 

 

Semantic Confidence

For each intent ConvyAI can create a categorization based on the level of semantic confidence. Five groupings have been defined:

  • 0

  • 1 - 40

  • 41 - 60

  • 61 - 85

  • 86 - 100

Search Criteria

Engines

A drop-down menu from which to select the name of the engine whose semantic confidence you want to know. Default all

Intents

You can refine your search indicating the intent. If engine criteria is set to all, the intent criteria is also

Time-Frame

By default, the time-frame is set to the current day

Action buttons:

To submit your research.

To save one or more search criteria that you have configured. Clicking on the button a modal is shown and you have to give a name to your search and save it.

Result Panel

Each result has a detailed table showing all the sentences with the semantic confidence selected.

With these statistics it is possible to work on the semantic engine in order to improve its efficiency.

By clicking on the lens icon, positioned in every row of the “Score” column, a second table is shown. This contains all the recognized sentences having a semantic confidence level included in the selected score. It also shows, by clicking on the eye icon in “Detail” column, detailed information about the bot, the user and a complete history of the conversation

 

Surveys

For each survey configured in your flows, you can discover the customer's scores and feedback.

Search Criteria

Survey Name

A drop-down menu from which to select the name of the survey. Default all

Score range

Filter related your customers votes

Time-Frame

By default, the time-frame is set to the current day

Action buttons

To submit your research.

To save one or more search criteria that you have configured. Clicking on the button a modal is shown and you have to give a name to your search and save it.

 

Wallboard

Agents Capacity

This widget shows the current agent capacity in percentage.

By having the mouse over an agent gauge, a popup with more data will be shown. This popup displays how many tasks are managed by that agent, their channel distribution between chat or email, and the agent's last activity.

 

The widget has 2 display views that can be swapped by pressing the contextual icon    on the widget control menu.

 

This other view is a pagination of agents cards where to perform some extra actions like filtering by agent status, sorting by username, or a generally searching.

 

Agents Status

The Agent Status widget represents the contact center agents' status. 

The outer ring gives focus on queues, while the inner pie chart actually shows the amount of agents skilled for the queue in question, split by their current statuses.

Depending on how many queues the account you log in has visibility on, the widget visualization will be more or less complex.

Focusing with the mouse on a specific queue will make pop out the details of that queue, while the always shown percentage allows knowing how many of the total queue agents are logged in, regardless of their status. 

In the table form, there is also the "Ready with capacity" parameter. It shows how many operators are in "READY" status and can also take in charge tasks.

AVG time first response

The AVG time first response widget name stands for Average Time of the First agent Response. The widget actually shows an aggregation for every queue of the average time in which the agents of that queue answered for the very first time to the customer on each conversation landed they handled.

The average shown is calculated in seconds, and it's the result of the sum of the time took by each agent of a queue to send the first message to the customer divided by the totality of conversations handled on the queue in question.

Assuming the agent logged in with an account associated to a profile skilled on more than a single queue, the visualization will look like the image above, otherwise the widget will show just one single bar.

In any case, the visibility on queues depends on the queues themselves configured for the agent profile.

 

Audio/Video calls overview

This widget shows you how many audio/video calls are active at that moment. Furthermore, you will be able to see for each queue belonging to your profile the average call time for that day.

 

Conversations overview

This widget shows an overview of the current status of all tasks for the monitored queues.

In the first row, there is a split view of the agents assigned tasks by queue.

The second row, shows the same tasks, separated by channel.

 

Conversations status by channel

This widget shows the number of active conversations for each channel, separated between the current ones assigned to agents and the other still in queue.

If the Preferred Agent feature is enabled, the widget also shows the number of conversations that are waiting in the agents' personal queues.

This widget is useful to understand the workload based on the inbound channels. If the number of queued conversations is high, it may indicate that it is necessary to assign more agents to queues capable of handling incoming conversations from a specific channel. Vice versa, if the number of queued conversations is low, it could mean that the workload is well distributed on each queue, or even that there are more agents than are really needed to handle the incoming conversations.

 

Conversations status by queue 

This widget shows the number of active conversations for each queue, divided between the current ones assigned to agents and the other still in queue.

As for the Conversation Status by channel, if the Preferred Agent feature is enabled, the widget also shows the number of conversations that are waiting in the agents' personal queues.

This widget helps to get an idea of the workload on the contact center queues' agents. If the number of queued conversations is high, it may indicate that it is necessary to skill more agents on that queue capable of handling incoming conversations. Vice versa, if the number of queued conversations is low, it could mean that the workload is well distributed on each queue, or even that there are more agents than are really needed to handle the incoming conversations.

 

Percentage of SLA expired - chat, email, social messaging

This SLA related widget shows the percentage of task with the SLA (Service level agreement) response time expired, split by queue.

These charts show how fast the agents are answering the customer's questions and problems. Ideally a percentage of 0% is the best result and a percentage near 100% indicates that the number of agents on the problematic queue is probably not enough to manage that volume of customers.

There is a dedicated widget for each type of channel, because every type of channel has different SLA configurations between chat, social and email.

 

Queue overload

This widget shows the queue length in relation to the number of task available.

The higher is the percentage number, the more customers are waiting in queue related to the ones that are currently in handling by agents.

With the value expressed in this chart, a supervisor can manage the number of agents that should be logged in a particular queue in order to avoid long queue time for the customers.

 

Conversation Monitoring

This widget shows an overview about conversations management, related to the current day. The "Speed of Answer" KPI refers to the average time waited by a user before receiving the first response from an agent (waiting queue time plus first response time). There is also the Longest queueing time that reports the maximum time a task is waiting in the queue.

Contact Center Statistics

In the Report section, there is the Contact Center Statistics, that is a set of aggregated data that is updated every 15 minutes.

 

You can choose the type of report, by agent, by queue or by profile.

Let's take agent for example.

In this menu, you can select one or more KPIs.

For an agent, the KPIs are:

KPI Description
Accepted Conversations taken over by the operator (new conversations, transferred or resumed ones)
Audio/Video AVG Conversation Time (%) The percentage time that an operator spent on an audio/video call compared to the total handling time of the tasks in the selected time interval
Audio/Video Accepted Audio/video calls taken over/answered by the single operator
Audio/Video Conversation Time (AVG) The average audio/video call time in the selected time interval
Audio/Video Conversations (%) The percentage of conversations in which the agent handled an audio/video call compared to the total number of conversations in the selected time interval
Conversation Expired SLA (%) The percentage of conversations in which an operator replied at least once time outside the SLA timeout
Conversation First Response Time (AVG) The average time it takes an operator to give the first answer to the customer. The count starts when an agent receives a new conversation and stops when the agent replies back to the customer
Email First Response Time (AVG) The average time it takes an operator to write back to the customer to an email that has just been accepted
Expired SLA (%) The percentage of times the operator replied outside the SLA timeout, as compared to all messages exchanged between agent and customer
First Response Time (AVG) The average time it takes an operator to give the initial response to a conversation that has just been accepted. The count starts when an agent receives a conversation ahd stops when the agent replies back to the customer (only chat/social channels, no email)
Handled Total number of conversations managed by an operator. It includes closed, transferred or resumed conversations
Handling Total number of conversations still active and associated to an operator.
Handling Time (AVG) The average time it takes for an operator to handle a conversation
Inactive Customers The number of customers inactive in that period of time
Not Ready Time The time an operator has been in "NOT_READY" state
Offline Time The time an operator has been not logged to the platform
Parked Conversations Total number of conversations parked in that period of time
Ready Time The time an operator has been in "READY" state
Resolved Total number of conversations completely resolved after being in charge of agents. It includes conversations manually resolved by agents, closed by customers or closed for inactivity timeout expiration.
Response Time (AVG) The average time it takes the operator to reply to the customer
Transferred (%) The percentage of conversations an operator has transferred to other operators or queues

For queue and profile the KPIs are the same except the handling time, the not ready time, the ready time and the offline time. There are also 7 more KPIs:

KPI Description
Abandoned (%) The percentage of conversations closed by the customer while waiting for the operator in the related queue
Closed Conversation for Inactivity (%) The percentage of conversations that have been abandoned or closed inside the handover inactivity management
Conversation in Inactivity (%) The percentage of conversations that triggered the handover inactivity management
Queue Time (AVG) The average waiting time for conversations before being taken over by an operator
Queued Number of conversations that went in queue in the reference period
Queuing Number of conversations, born in a previous reference period, still to be queued
Speed of answer The average time waited by a customer before receiving the first response from an agent, considering the waiting queue time plus the first response time

After selected the KPIs, you can select the aggregation interval that could be 15 minutes, 30 minutes, a day or total, you pick the timezone and the time frame (the custom range can be maximum of 30 days).

Then, you can select one or more agents to filter the result. 

After selecting all the search parameters, you can press the button SEARCH to view the result, or you can save the parameters to search the same in the future. 

If you press the SAVE button, you have to name the search criteria.

If you press the SEARCH button, you will see the result filtered by time.

Above you can see the filters chosen previously. There are two other buttons, one for download the results table in CSV or XLSX format, and one for reload the table. You can also performa a quick search inside the table data.

 

 

Agents Surveys

For each survey configured in your flows, you can discover the customer's scores and feedback.

Search Criteria

Survey Name

A drop-down menu from which to select the name of the survey. Default all

Time-Frame

By default, the time-frame is set to the current day

Action buttons

To submit your research.

To save one or more search criteria that you have configured. Clicking on the button a modal is shown and you have to give a name to your search and save it.

Result Panel

Contact Results

This section allows to search for the contact results saved by the agents when handling conversations with end customers.

 Once the search is completed, the results are divided by:

  • DialogID
  • Queue
  • Agent
  • Macro Category
  • Category
  • Sub Category
  • Note.

Each row represents a single contact result. You can have a fast access to the notes left by the agents and the complete details of each conversation.

Additionally, results can be downloaded as .csv or .xslx file.