Engage Voice | Quality value reports

Quality value reports allow you to get information on the quality of agent responses and service level in your contact center. There are a variety of reports that represent the most common data that you want to analyze. You can find quality value reports by navigating to Analytics > Digital analytics > Quality value and selecting a specific report. 

About business hours

You may want to view reports that take in account your company’s hours of operation, or business hours. When you switch to business hours, the response and case times are only taken into account between the opening and closing hours that you can define by accessing Engage Digital Admin via the app switcher and navigating to Admin > Settings > Business hours.
 
Suppose that your business hours are from 9am to 6pm. If a customer messages you at 8am and an agent replies to them at 9:30am, the first response time for the case will be 1h30min outside business hours. Switching to business hours only, the first response time goes from 1h30min to 30min only (9h30min - 9h = 30min).
 
If you don’t want to take into account the time elapsed outside business hours, you can enable business hours by using the switch button that is available for the following reports: Average first response time, Average response time, and Service level.

First reply resolution report

This report gives, in absolute value, the number of replies needed before agents can close a case, over the selected period. The table shows, per agent, the number of replies needed before agents can close a case, over the selected period.
 
This report allows you to compare the proportion of cases that, at the time of the consultation, are closed after receiving a single agent response compared to the proportion of cases that required multiple agent responses. The higher the rate of closed cases in a single agent response, the better the quality of your service: agents are able to resolve client cases in a single response and do not need to rephrase or reformulate several times.
 
You can filter on post-qualification categories to identify which contact the reasons for customer requests require longer conversations than others.

This report is especially useful for email channels, as email is a private channel where more time can be spent by the agent to compose messages and provide more information to a customer. However, this report is hardly useful for social networks, and not useful at all for chat channels. Indeed, solving an issue on those last two channels often requires more than a single agent reply.

Interpreting the results: identifying how many cases are closed with a single reply

For example, a team solves customer inquiries with only one reply in more than half the cases. Out of the 5 cases that were created over the period selected, 3 have been closed after only 1 reply — and are still closed at the time of the consultation.
Interpreting the results: identifying how many interventions are closed with a single reply

First contact resolution report

The First contact resolution report shows you the absolute number of closed cases with or without reopening. The table shows, per agent, the number of closed cases with or without reopening over the selected period.
 
This report allows you to compare the proportion of cases that, at the time of the consultation, are closed without reopening compared to those that have been closed and reopened. The higher the rate of closed cases without reopening, the better the quality of your service agents are able to resolve customer inquiries durably, and customers will not need to write again. 
 
This report also allows you to diagnose agents’ difficulties in working through messages. For example, if an agent has a large amount of closed operations with reopenings, he/she probably closes his/her cases too early, that is, before the customer’s inquiry is solved. Also, if you have enabled customer satisfaction surveys, your agents must avoid closing cases too early, as a survey is sent to the customer once the agent closes the case.

Interpreting the results: examining the rate of closed cases without reopening

For example, suppose that your data shows that of the 5 cases that were created over the period selected and handled by agents, 4 were closed by agents, and then reopened one or several times after a new message was received. This shows that cases are being closed too early before the case is solved.
Interpreting the results: examining the rate of closed interventions without reopening

Rate of contact report

The Rate of contact report gives, in absolute value, the number of discussion threads without a case as well as threads with at least one case. The table shows the number of children without a case, with at least one a case, over the selected period, the previous period, as well as the evolution between the two.
 
The rate of contact is the ratio of the number of threads with at least one case over the total number of threads. A discussion thread with no case is a thread in which no agent has engaged messages, meaning that no case was opened. The messages from a thread with no case therefore have a status of either New or Archived.

The Rate of contact report is most appropriate for use with chat channels, as a discussion thread for a chat channel can only contain a single case associated with a client, whereas on social media channels, a discussion thread oftens leads to several cases (one per client). As a result, not replying to a customer has a stronger negative impact on the rate of contact on chat channels than on social media channels. For social channels, we recommend that you calculate the engagement rate from the Messages by status report.

Interpreting results: viewing the abandonment and engagement rates

To interpret the results of a Rate of contact report, let’s take a look at an example. Suppose that over a selected period, your report shows you have an engagement rate of 63% and an abandonment rate of 38% on an Engage Chat channel. The engagement rate of 63% represents threads with at least one case, while the abandonment rate of 38% reflects threads where no case was opened by an agent.
Interpreting results: viewing the abandonment and engagement rates

Average first response time report

The Average first response time report shows you the average response time for the selected period. This time corresponds to the time between the first client message and the first agent response of the case. The response times are calculated with respect to when the customer message is received and when the agent replies — not when the agent reads the message for the first time and the time they reply to it.
 
On chat channels, the average response time corresponds to the average customer wait time to chat with an agent. If the average response time is far from your target, possible causes are the team is understaffed, agents have replied to old messages, or agents have replied to a new message from a thread whose old messages had been archived. For the third cause, It is always the time elapsed between the first customer message of the thread and the first agent reply that is taken into account.
 
If the average first response time differs significantly when switching to business hours, you may want to consider extending your opening hours so as to decrease the average response time.

Interpreting the results

Over the selected period, the average response time is 46mn32s. The first agent in the table has an average response time of 12h32mn and sent 4 first responses.
Interpreting the results of average response time

Average response time report

The Average response time report shows you the average response time over the selected period between each customer message and each agent reply within a case. The detail shows the average time per agent as well as the number of replies per case created over the selected period. 
 
The response time is the time that separates a customer message from an agent reply. For each case, the system determines an average response time. The average response time displayed in this report is the average of the average response times for all cases that have been created over the selected period.
 
Response times are associated with a case and to the agent in charge of a case. Messages that are sent to the customer with no case (automated messages, bot messages, or messages sent directly from the channel, for instance) are not taken into account for the calculation of the average response time. If several agents answer a customer, the last agent who handled the case inherits all the response times.
 
If the average response time is far from your target, the possible causes are the team is understaffed, agents have replied to old messages, or agents have replied to a new message from a thread whose old messages had been ignored. For the third cause, it is always the time elapsed between the first customer message of the thread and the first agent reply that is taken into account.

Interpreting results: comparing agents’ average response times

You can see that for cases opened today, agents are replying within 76mn36s on average. Filtering the agents’ results by descending order allows you to identify the agents with the highest average response times. For the first two agents, their average response times are very different from the average, which is due to the fact that, on the current day, they answered old messages from previous days.
Average response time report

One contact resolution

The One contact resolution report shows the quality of resolution of cases by agent, as measured by the ratio of the number of cases closed without a customer contacting your business again through the same channel before a threshold, to the total number of all closed cases for the same customer in the same channel. The One contact resolution threshold is defined in Digital Admin, which can be accessed via the app switcher and navigating to Settings > Account settings. By default it is 3 days.
 
The report also shows the average value of the resolution rate for all or selected agents for the current period.
 
The table contains the following data:
  • Agent names: The names of the agents who processed cases in the selected period
  • Previous period: The ratio of cases closed without a customer contacting your business again through the same channel, to the total number of all closed cases for the same customer in the same channel, for the previous period
  • Current period: The ratio of cases closed without a customer contacting your business again through the same channel, to the total number of all closed cases for the same customer in the same channel, for the current period
  • Growth: The percentage change between the previous and current periods

Interpreting results: evaluating operational results

You can use the One contact resolution report along with the Average handling time report to see the speed and quality of how agents handle cases. While the Average handling time report shows you how long a unit of work takes, the One contact resolution report shows whether this unit of work resolved a customer's problem. 
 
If an agent closes cases rapidly and customers end up contacting you again for the same issue, the average handling time will be low, but the one contact resolution ratio will be poor. If an agent spends a long time on cases, the one contact resolution ratio will be good, but the average Handling time will be high.
 
For these reasons, you can use the Average handling time report to help control the duration of
the agent’s interaction with the customer at an expected level. You can use the One contact resolution report to check the quality of the issue resolution. The expected One contact resolution ratio is between 0.75 and 1.
 
For example: 
  • Agent A has 10 closed cases where 9 of them are successful. The ratio for Agent A is 9/10
  • Agent B has 5 closed cases where 2 of them are successful. The ratio for Agent B = 2/5
  • The indicator above the table will show ((9/10)+(2/5))/2 = 0.65

Comparison to First contact resolution report

The following are the differences between the One contact resolution and First contact resolution reports:
Comparison to First contact resolution report table
Comparison to First contact resolution report

Service level report

The Service level report shows in absolute terms the distribution of service level thresholds depending on the event type (case opened, first reply, case closed). You can customize your service Level thresholds by accessing Engage Digital Admin via the app switcher and navigating to Admin > Settings > Account settings. In the Account settings configuration page, you can find Service Level thresholds under Analytics configuration.
 
The table contains the following data:
  • Opened: Time elapsed between the first customer message and the agent’s click on Engage
  • First reply: Time elapsed between the first customer message and the first agent reply
  • Closed: Time elapsed between the first customer message and the last agent reply (if the case was reopened, only the last closure is taken into account)
The table allows you to have a view per agent.

Interpreting results: making sure that your service’s SLA is met

This report allows you to have an accurate view of the distribution of cases depending on the service level thresholds you have set in Digital Admin.
Interpreting results: making sure that your service’s SLA is met
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