What's New
Cloud Contact Center Terminology Update
Data Analysis
Access Management Console, click Data Dashboard > Data Analysis in the left sidebar to enter the smart customer service data analysis page. This page provides conversation analytics and human customer service analysis features.
Session Analysis
Used for analyzing the overall user inquiries and customer service receptions of applications, including the following data indicators:
Data Indicator | Description |
Total number of sessions | The total number of sessions initiated by users or customer service within the specified time range. |
Human service volume | Total number of sessions received by customer service within the specified time range. |
Number of valid manual sessions | Number of sessions where the number of user messages >= 1 and the number of customer service messages >= 1 after being transferred to a human agent within the specified time range. |
Number of satisfaction evaluations | Number of sessions with user satisfaction evaluations within the specified time range. |
Satisfaction rate proportion at each severity level | Number of sessions/satisfaction evaluations at each severity level within the specified time range. |
Average queue duration | Average queue duration for session access within the specified time range (total queue duration of connected sessions/total number of connected sessions). |
Average session duration | Average interval time from customer service connecting to session end within the specified time range. |
Average first response time | Average interval time from customer service connecting to the first message sent by customer service within the specified time range. |
Average Response Time | The average of the time intervals between the time when a user sends a message and the time when customer service responds to the message within the specified time range. The average of the sum of the average response times of each session where the average response time is not zero. |
Human Customer Service Analytics
Used for analyzing attendance, workload, and work quality of human customer service.
Data Metric Description
Data Indicator | Description |
First Login Time | The time when customer service first logs in to the workbench within the specified time range. |
Last offline time | The time when customer service last logs out of the workbench within the specified time range. |
Idle Duration | Idle duration of customer service within the specified time range. |
Idle Duration Proportion | Idle Duration Proportion within the specified time range, idle duration / (idle duration + busy duration + break duration). |
Busy Duration | Busy duration of customer service within the specified time range. |
Busy Duration Proportion | Idle Duration Proportion within the specified time range, busy duration / (idle duration + busy duration + break duration). |
Break duration | Break duration of customer service within the specified time range. |
Break Duration Proportion | Break duration / (idle duration + busy duration + break duration) within the specified time range. |
Total number of sessions | Total number of sessions received by customer service within the specified time range. |
Number of transferred sessions | Number of transferred sessions within the specified time range. |
Number of valid sessions | Number of sessions where the number of selected customer service messages is at least 1 and the number of user messages is at least 1 within the specified time range. |
Number of sessions proactively ended by customer service | Number of sessions proactively ended by customer service on the workbench within the specified time range. |
Number of users received. | Total number of unique users received by customer service within the specified time range (excluding repeated consultations by the same user). |
Total session duration | Total duration from the start to the end of sessions received by customer service within the specified time range. |
Total Message Count | Total number of messages sent by the selected customer service and user together after customer service reception, excluding system messages, within the specified time range. |
Agent message count. | Number of messages sent by the selected customer service within the specified time range. |
User message count. | Number of messages sent by users to the selected customer service after reception within the specified time range. |
Number of unreplied sessions | Number of sessions where the number of customer service messages is equal to 0 and the number of user messages is at least 1 after being transferred to a human agent within the specified time range. |
Unreplied rate | Ratio of unreplied sessions to total sessions within the specified time range. |
Average first response time | Average interval time from customer service connecting to the first message sent by customer service within the specified time range. |
First response 30s response rate | The ratio of the number of sessions where the first response duration of customer service is within 30s to the total number of sessions within the specified time range. |
Average Response Time | The average of the time intervals between the time when a user sends a message and the time when customer service responds to the message within the specified time range. The average of the sum of the average response times of each session where the average response time is not zero. |
Response 30s response rate | The ratio of the number of sessions where the average response time of customer service is within 30 seconds to the total number of sessions within the specified time range. |
Average session duration | Average interval time from customer service connecting to session end within the specified time range. |
Number of evaluation sessions | Number of sessions with user-submitted satisfaction evaluations within the specified time range. |
Satisfaction rate | Number of sessions with a satisfaction rate of 4 stars or higher within the specified time range / Number of evaluated sessions. |
Data Export
After selecting the time range, click the Export button in the upper right corner, select the data export method. Support exporting Aggregated Data and Daily Data.
Aggregated data: Export overall service data of customer service personnel within the specified date range, which can be used for statistical analysis.
Daily data: Export service data of customer service personnel for each day within the specified date range, which can be used for daily work analysis.
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