Digital Reports
Within the Report Viewer, the following reports are grouped under Digital. Each report provides different data to support your reporting needs.
When generating a report, enable the Report Details option to view the calculation behind each column.
Customer Satisfaction By Queue
Provides an overview of the usage and engagement of Customer Satisfaction Surveys across digital channels, filtered at a team and queue level.
Parameters: Start Date; End Date; Team(s); Queue(s).
Column Definitions
Offered: Number of surveys that have been sent or presented to a customer
Completed: Number of surveys where all questions have been responded to and the survey submitted
Partial: Number of surveys where the customer has not responded to all questions before submitting
Incomplete: Number of surveys where the customer has not responded to any questions, or has not submitted their responses
Uptake Rate: Surveys Completed divided by Surveys Offered
Avg: Sum of completed CSAT scores divided by the number of submitted completed CSAT questions
Detractors: Number of NPS questions where the score was 0–6
Passives: Number of NPS questions where the score was 7–8
Promoters: Number of NPS questions where the score was 9–10
Score: ((Number of Promoters − Number of Detractors) ÷ Number of Responses) × 100
Omni Channel By Interval
Provides a stats overview for digital channels at 15-minute intervals, filtered at an interaction channel.
Parameters: Start Date; End Date; Team(s); Channel(s).
Column Definitions
Offered: Total number of attempted interactions
Answered: Number of interactions assigned to an agent
Abandoned: Number of interactions that did not reach an agent
Abandoned %: Total Abandoned divided by Offered
Abandoned Below Threshold: Number of interactions that did not reach an agent, below the queue's abandoned threshold
Abandoned Below Threshold %: Total Abandoned below threshold divided by total interactions
Average Abandoned Time: Total Abandoned Time divided by Abandoned
Average Queue Time: Total Queue Time divided by Offered
Answered in SLA: Number of interactions assigned to an agent within the SLA
Answered in SLA %: Total Answered in SLA divided by Offered
Messages Received: Number of messages received by the agent from the customer
Messages Sent: Number of messages sent by the agent to the customer
Total Messages: Total number of messages between agent and customer
Average Messages Per Live Interaction: Total number of messages divided by Offered
Successes: Total number of successes
Omni Channel Daily
Provides a stats overview for digital channels per day, filtered at an interaction channel level.
Parameters: Start Date; End Date; Team(s); Channel(s).
Column Definitions
Offered: Total number of attempted interactions
Answered: Number of interactions assigned to an agent
Abandoned: Number of interactions that did not reach an agent
Abandoned %: Total Abandoned divided by Offered
Abandoned Below Threshold: Number of interactions that did not reach an agent, below the queue's abandoned threshold
Abandoned Below Threshold %: Total Abandoned below threshold divided by Offered
Average Abandon Time: Total Abandoned Time divided by Abandoned
Average Queue Time: Total Queue Time divided by Offered
Answered in SLA: Number of interactions assigned to an agent within the channel SLA time
Answered in SLA %: Total Answered in SLA divided by Offered
Messages Received: Number of messages received by the agent from the customer
Messages Sent: Number of messages sent by the agent to the customer
Total Messages: Total number of messages between agent and customer
Average Messages Per Answered: Total number of messages divided by Answered
Total Successes: Total number of successes
Total Active Time: Total time spent dealing with interactions, excluding Wrapping status
Average Active Time: Total Active Time divided by Answered
Total Wrap Time: Total time spent in Wrapping status
Average Wrap Time: Total Wrap Time divided by Answered
Average Handle Time: (Total Active Time + Total Wrap Time) ÷ Answered