ARGENTINA
Buenos Aires +54 (11) 5217 5933
BRAZIL
Sao Paulo +55 (11) 521 75 933
CHILE
Santiago de Chile +56 (2) 240 533 89
URL:
Description:
This report indicates the quantity of managed interactions and the level of service of the attention in channels such as email, twitter, instagram, WhatsApp, Facebook, Telegram, among others, taking into account the % of abandonment, ASA and ATA.
Benefit:
Identifying the level of service is important for operations because this indicator can be, in addition to an objective, a real performance measurement. This report allows evaluating the level of service of the management of interactions through social networks and instant messaging applications.
How it works:
REQUEST
NAME | DESCRIPTION | TYPE |
---|---|---|
api | Type of report required | String |
skill_id | Numeric Identification of the Skill | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
RESPONSE
NAME | DESCRIPTION | TYPE |
---|---|---|
type_interaction | Type of channel through which the interaction took place. This column can have the following values: chat-configurationbox (internal chat), chat-email, chat-facebook (interaction from Messenger chat), chat-instagram (Instagram chat), chat-transferSkill (chat transferred from another skill), chat-web, chat-whatsapp, chat-telegram, chat-line (chat from Line messaging service), inbound (incoming call), internalcall_que (internal call from a queue), omni-email (email interaction), omni-facebook_page (interaction on a Facebook page post), omni-instagram (interaction on an Instagram page post), omni-twitter (interaction on a Twitter post), and out_pre (outbound call in predictive campaign). | String |
inbound_calls | It is the total of calls that enter the operation | String |
answer_calls | It is the total of inbound calls attended by the agent | String |
abandon_calls | It is the total of inbound calls hung up by the customer before the advisor‘s attention | String |
service_level_10seg | It indicates the% of calls that were attended before 10 seconds | String |
service_level_20seg | It indicates the% of calls that were attended before 20 seconds | String |
service_level_30seg | It indicates the% of calls that were attended before 30 seconds | String |
abandon | It indicates the percentage of inbound calls hung up by the customer before the advisor‘s attention | String |
asa | It indicates the average time in seconds that the customer waits on the line to be attended (Average Speed Answer) | String |
ata | It indicates the average time in seconds that the customer waits on the line before abandoning (Average Time Abandonment) | String |
URL:
Description:
This report indicates the quantity of managed interactions and the level of service of the attention in channels such as email, twitter, instagram, WhatsApp, Facebook, Telegram, among others, taking into account the % of abandonment, ASA and ATA.
Benefit:
Identifying the level of service is important for operations because this indicator can be, in addition to an objective, a real performance measurement. This report allows evaluating the level of service of the management of interactions through social networks and instant messaging applications.
How it works:
NAME | DESCRIPTION | TYPE |
---|---|---|
api | Type of report required | String |
skill_id | Numeric Identification of the Skill | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
NAME | DESCRIPTION | TYPE |
---|---|---|
type_interaction | Type of channel through which the interaction took place. This column can have the following values: chat-configurationbox (internal chat), chat-email, chat-facebook (interaction from Messenger chat), chat-instagram (Instagram chat), chat-transferSkill (chat transferred from another skill), chat-web, chat-whatsapp, chat-telegram, chat-line (chat from Line messaging service), inbound (incoming call), internalcall_que (internal call from a queue), omni-email (email interaction), omni-facebook_page (interaction on a Facebook page post), omni-instagram (interaction on an Instagram page post), omni-twitter (interaction on a Twitter post), and out_pre (outbound call in predictive campaign). | String |
inbound_calls | It is the total of calls that enter the operation | String |
answer_calls | It is the total of inbound calls attended by the agent | String |
abandon_calls | It is the total of inbound calls hung up by the customer before the advisor‘s attention | String |
service_level_10seg | It indicates the% of calls that were attended before 10 seconds | String |
service_level_20seg | It indicates the% of calls that were attended before 20 seconds | String |
service_level_30seg | It indicates the% of calls that were attended before 30 seconds | String |
abandon | It indicates the percentage of inbound calls hung up by the customer before the advisor‘s attention | String |
asa | It indicates the average time in seconds that the customer waits on the line to be attended (Average Speed Answer) | String |
ata | It indicates the average time in seconds that the customer waits on the line before abandoning (Average Time Abandonment) | String |
URL:
Description:
This report indicates the quantity of managed interactions and the level of service of the attention in channels such as email, twitter, instagram, WhatsApp, Facebook, Telegram, among others, taking into account the % of abandonment, ASA and ATA.
Benefit:
Identifying the level of service is important for operations because this indicator can be, in addition to an objective, a real performance measurement. This report allows evaluating the level of service of the management of interactions through social networks and instant messaging applications.
How it works:
NAME | DESCRIPTION | TYPE |
---|---|---|
api | Type of report required | String |
skill_id | Numeric Identification of the Skill | String |
date_ini | Initial Date (YYYYmmddHHiiss) | String |
date_end | Final Date (YYYYmmddHHiiss) | String |
NAME | DESCRIPTION | TYPE |
---|---|---|
type_interaction | Type of channel through which the interaction took place. This column can have the following values: chat-configurationbox (internal chat), chat-email, chat-facebook (interaction from Messenger chat), chat-instagram (Instagram chat), chat-transferSkill (chat transferred from another skill), chat-web, chat-whatsapp, chat-telegram, chat-line (chat from Line messaging service), inbound (incoming call), internalcall_que (internal call from a queue), omni-email (email interaction), omni-facebook_page (interaction on a Facebook page post), omni-instagram (interaction on an Instagram page post), omni-twitter (interaction on a Twitter post), and out_pre (outbound call in predictive campaign). | String |
inbound_calls | It is the total of calls that enter the operation | String |
answer_calls | It is the total of inbound calls attended by the agent | String |
abandon_calls | It is the total of inbound calls hung up by the customer before the advisor‘s attention | String |
service_level_10seg | It indicates the% of calls that were attended before 10 seconds | String |
service_level_20seg | It indicates the% of calls that were attended before 20 seconds | String |
service_level_30seg | It indicates the% of calls that were attended before 30 seconds | String |
abandon | It indicates the percentage of inbound calls hung up by the customer before the advisor‘s attention | String |
asa | It indicates the average time in seconds that the customer waits on the line to be attended (Average Speed Answer) | String |
ata | It indicates the average time in seconds that the customer waits on the line before abandoning (Average Time Abandonment) | String |