In this Channels report, we have access to information regarding service across all channels (except the voice channel, which has a separate report due to its unique characteristics).
To access the digital channels, go to Zenvia Chat - Admin Profile > Analysis > Channels.
At the top of the page, we can apply initial filters by the desired period, one or more departments, one or more agents, tags, and also by one or more channels. Any filter applied in this area will affect the information on the rest of the page.
Available channels:
- Chat
- Video
- Telegram
- Mercado Livre - Questions
- Mercado Livre - Messages
Below the filters, we have a graph for quick information visualization. The goal here is to present the most relevant data in a simple way. In this graph, we can see the total received and initiated interactions, completed and lost. A detailed explanation of what each status means can be found below.
Scrolling further down the page, we have access to a table with more detailed information, all of which can be exported to a .csv file. This table will apply all the filters made at the top of the page. For instance, if we filter the last 30 days, the information presented will only cover the last 30 days. (The default and pre-selected period is 7 days.)
In this table, we can choose to view grouped data in different ways:
- By period: Each row corresponds to one day.
- By tag: Each row corresponds to a tag.
- By department: Each row corresponds to a department.
- By agent: Each row corresponds to an agent.
- By channel: Each row corresponds to a channel used.
The information presented in the table includes:
- Previous pending: Services that were not completed the previous day and can be resumed. Previous pending = Services that the previous day remained in the queue + Pending (agent) + Pending (customer).
- Received: Total new services received during the period, meaning how many times customers reached out via digital channels. This status refers to inbound interactions. Together with the previous pending, the received services represent the total number of services that need to be completed to avoid pending issues for the day.
- Initiated: Total services initiated by agents, meaning how many times the agent started an interaction. This differs from the "received" status in that it refers to outbound services (rather than inbound).
- Handled: Services received by an agent and where messages were exchanged, i.e., how many of the received services had message exchanges between the agent and the customer. This is a transitional status, as these services could later evolve into a final status (e.g., Completed) or another transitional one (e.g., Pending).
- Completed: Services with message exchanges marked as completed by the agent. Among the handled services, this shows how many were finalized. This number should be less than or equal to handled services and is a final status, meaning no further message exchanges are possible.
- In queue: Services not handled and left in the queue for the next day. These services are part of the day's pending issues along with the pending ones. These services can still be handled, so it is a transitional status.
- Agent pending: Services pending due to the agent, with the last interaction from the customer. These services can be resumed at any time by the agents and are therefore transitional.
- Customer pending: Services pending due to the customer, with the last interaction from the agent. These services can be resumed by the agents at any time, so they are also transitional.
- Discarded: Services received by an agent but interrupted without message exchange. This is a final status, meaning no further interactions are possible.
- Inactive: Services that have expired and can no longer be responded to. For instance, on the WhatsApp channel, these are services that have exceeded the 24-hour session and, therefore, cannot be replied to without sending a new notification.
- Lost: Inactive services that were closed by the agent. This is a final status, meaning no further interactions are possible.
- End-of-day pending: Services not completed during the day but can still be handled. End-of-day pending = Services in queue + Pending (agent) + Pending (customer) = Next day’s previous pending.
- SLA-PR: Expired agent first response SLA. The purpose of the SLA is to improve the monitoring of the metrics analyzed by the Administrator and to help agents comply with the SLAs (Service Level Agreement), so the SLA-PR shows the metrics of the expired agent's first response.
- AHT (Average Handling Time): The average time an agent takes to complete a service, measured from the time the agent accepts the service to its completion, excluding any time the service was pending. From the agent's view, AHT is counted as long as a service is in the "ongoing conversations" field.
- AWT (Average Wait Time): The average time a customer waited in the queue (for automatic distribution), i.e., how long the customer waited in the queue before being attended to by an agent. This time is measured from when the service "rings" until an agent accepts it.
- MWT (Maximum Wait Time): The longest time a customer waited in the queue, i.e., the maximum time a customer waited to be served from the moment they were sent to human service.
- FRT (First Response Time): The average time for an agent to send the first response after the service is assigned to them.
- ART (Agent Response Time): The average time it takes for an agent to respond to a customer's message, measured from the customer's message to the agent's response.
- PRT (Pending Return Time - Agent): The average time it takes for an agent to resume a pending service after the customer’s last message.
- PRT (Pending Return Time - Customer): The average time it takes for a customer to resume a pending service after the agent’s last message.
- Total Average Handling Time: The total average handling time, from the moment the service is assigned to an agent until the interaction is closed.
That's it! Now you know how to view channel information.