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

ColumnDescription
OfferedNumber of surveys that have been sent or presented to a customer.
CompletedNumber of surveys where all questions have been responded to and the survey submitted.
PartialNumber of surveys where the customer has not responded to all questions before submitting.
IncompleteNumber of surveys where the customer has not responded to any questions, or has not submitted their responses.
Uptake RateSurveys Completed / Surveys Offered.
AvgSum of completed CSAT scores / Number of submitted completed CSAT questions.
DetractorsNumber of NPS responses where the score was 0–6.
PassivesNumber of NPS responses where the score was 7–8.
PromotersNumber of NPS responses 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 level.

Parameters: Start Date; End Date; Team(s); Channel(s).

Column Definitions

ColumnDescription
OfferedTotal number of attempted interactions.
AnsweredNumber of interactions assigned to an agent.
AbandonedNumber of interactions that did not reach an agent.
Abandoned %Total Abandoned / Offered.
Abandoned Below ThresholdNumber of interactions that did not reach an agent, below the queue's abandoned threshold.
Abandoned Below Threshold %Total Abandoned below threshold / Total interactions.
Average Abandoned TimeTotal Abandoned Time / Abandoned.
Average Queue TimeTotal Queue Time / Offered.
Answered in SLANumber of interactions assigned to an agent within the SLA.
Answered in SLA %Total Answered in SLA / Offered.
Messages ReceivedNumber of messages received by the agent from the customer.
Messages SentNumber of messages sent by the agent to the customer.
Total MessagesTotal number of messages between agent and customer.
Average Messages Per Live InteractionTotal number of messages / Offered.
SuccessesTotal 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

ColumnDescription
OfferedTotal number of attempted interactions.
AnsweredNumber of interactions assigned to an agent.
AbandonedNumber of interactions that did not reach an agent.
Abandoned %Total Abandoned / Offered.
Abandoned Below ThresholdNumber of interactions that did not reach an agent, below the queue's abandoned threshold.
Abandoned Below Threshold %Total Abandoned below threshold / Offered.
Average Abandon TimeTotal Abandoned Time / Abandoned.
Average Queue TimeTotal Queue Time / Offered.
Answered in SLANumber of interactions assigned to an agent within the channel SLA time.
Answered in SLA %Total Answered in SLA / Offered.
Messages ReceivedNumber of messages received by the agent from the customer.
Messages SentNumber of messages sent by the agent to the customer.
Total MessagesTotal number of messages between agent and customer.
Average Messages Per AnsweredTotal number of messages / Answered.
Total SuccessesTotal number of successes.
Total Active TimeTotal time spent dealing with interactions, excluding Wrapping status.
Average Active TimeTotal Active Time / Answered.
Total Wrap TimeTotal time spent in Wrapping status.
Average Wrap TimeTotal Wrap Time / Answered.
Average Handle Time(Total Active Time + Total Wrap Time) ÷ Answered.