Engage Digital | Conversations activity report
Last updated on November 24, 2021
This report shows the absolute number of conversations per type of action over the selected period. The detail shows, by agent, the distribution of conversations by status, over the selected period. The possible statuses are:
- Auto-Closed: A setting allows you to set a time period after which conversations are closed automatically. This statistic also includes chat automatically closed by the app when the user logs out
- Canceled: A conversation is canceled when the agent clicks on Cancel conversation. An agent can only cancel a conversation if they have not yet started to reply to the customer. The number of cancellations should remain fairly low if the agents have understood how messages work. A cancellation can occur only once per conversation
- Closed: A conversation is closed when the agent clicks on Solve
- Opened: A conversation is opened when the agent clicks on Engage. An opening can only occur once per conversation
- Reopened: A conversation is reopened if a new customer message is imported after the conversation was closed. The number of reopenings per conversation is not limited
Interpreting results: Comparing agent performance in terms of conversation openings
This report compares agent performance based on how many conversations are opened. For example, say we see that Jeff has opened the most conversations within the chosen period with 4 openings.
When you turn on FTE, Jeff’s performance is reduced. By reviewing an Agent activity report, you see that over the same period, Jeff is more present and active in the system. You can then infer that if Theresa worked the same amount of hours as Julie, she would theoretically open more conversations.
Ensuring that agents do not close conversations too early
Evaluating the number of closures per agent is not enough to assess an agent's performance. An agent may believe that he or she has solved the customer’s problem and therefore solved the conversation, but it may be different from the customer’s point of view, who may reopen the conversation. You should review the number of reopened conversations.
To allow you to take into account both the number of closures and reopenings, the system introduces the concept of consolidated closure. A consolidated closure corresponds to a closed conversation that has never been reopened or to a conversation that has already been reopened but which is closed at the time of the consultation (Consolidated closures = Closures - Reopenings). If sorting on the Consolidated closures column reveals agents with a number of reopenings equal to or close to the number of closures, this might be due to one or both of the following problems:
- The agent clicks Solve believing that a customer’s request is solved when it is not
- The agent may not know that they can delay a conversation
For example, you examine the closures and reopenings for two agents. Agent Claire has 0 consolidated closures/day, which means that all the conversations she closed were reopened by a customer message. The reopening of so many conversations is not productive, and Claire should receive training on deferring conversations.
By contrast, another problem is when an agent Thomas has an average of 53.57 openings but no closures. Thomas may not know that a conversation must be closed once the customer inquiry is solved.
For a detailed view of closed conversations with or without reopenings, see the First contact resolution report.
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