JessicaW
Khoros Alumni (Retired)
Joined 10 years ago
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Re: Migration of SMM Raw Post exports from Supervisor View to Analytics
SonySQE can you provide a little more information on what you are looking for in terms of the agent's login name? We currently support Agent Name, ID and Email in the report. By login name, are you referring to their SSO name/id? If so, we do currently support that, we'd just need to enable it for your instance.12KViews0likes0CommentsRe: Migration of SMM Raw Post exports from Supervisor View to Analytics
FellsterukOur goal is to ensure that all the data/reports that are currently available in Supervisor will be available in our Analytics platform before we officially retire them, so that no functionality or data will be lost. We hear your concerns regarding the loss of reporting access for users with the Supervisor role, and rest assured we are working on a plan that addresses this concern. As we get closer to the second half of the year, expect to see more communication around this.12KViews0likes0CommentsRe: Migration of SMM Raw Post exports from Supervisor View to Analytics
Hi louisamartin, agent actions are summarized in the Team Performance Exports. This report will tell you how many times an agent responded, closed, routed, assigned, claimed from available, etc. during the specified time period.14KViews1like0CommentsRe: How Bots work with SMM Response
Hey @CKeith, we are working on building out specific metrics around bots, however in the meantime there are ways you can measure bot activity and your agent's response times for bot handled conversations using smart views and custom analytics dashboards. At a high-level, we define agent response time for conversations handed off by a bot as the time between when the customer asked to speak to an agent and the time the agent responded. To ensure that TAR data is accurate from a team/agent reporting perspective, we pre-filter out bot response times from our response time metrics/widgets. Additionally, we treat the first agent response after a bot handoff as the first response for purposes of measuring agent response times. This allows you to get a clear picture of how your agents are performing across all conversations including those handed off by bots. As an example of what you can do within our analytics platform today, you could create a Smart View filtered to show only conversations that have the "Bot Handoff" system tag, and apply this Smart View to the 'Response Times' or 'Responses Meeting TAR SLA widget’. This would show you what your agent response times are when conversations are handed off by a bot so you can evaluate whether you’re meeting your goal. Hope this helps to answer your question!6.4KViews0likes1Comment