The report Inbound assignment report messages offers information about the quantity of messages received on an omnichannel and the efficiency of response to those messages. There is a second report, Inbound assignment report - Messages Agents. This offers the same information, but each row displays the stats for an agent, rather than a queue.
For more general information about creating reports, see this article.
Summary
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Queue |
Which queue is being reported on. |
|
Number of offered |
The number of unique sessions offered to agents. |
|
Average time in queue |
The average time a message waited before being accepted by an agent. |
|
Longest time in queue |
The longest time an individual message waited before being accepted. |
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Shortest time in queue |
The shortest time an individual message waited before being accepted. |
|
Number of approved |
Number of unique contacts accepted by the agent. |
|
Number of handled |
How many of the offered sessions have been given a call ending reason. |
|
Number of messages |
Total number of messages received. |
|
Average first response time |
How long the customer had to wait on average for a reply to their first message. |
|
Average response time |
How long the customer had to wait on average for a reply to any of their messages (first and subsequent follow ups) |
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Average resolution time |
The average time from the customer’s first message arriving to when the agent assigns a call ending reason. |
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Longest resolution time |
The longest time a customer had to wait before an agent assigned a call ending reason. |
|
Shortest resolution time |
The shortest time a customer had to wait before an agent assigned a call ending reason. |
Further clarification
What is a session?
A session is created when a customer sends a message, and it is offered to an agent. A session is created whether the agent accepts the message or not.
If the customer sends additional messages while there is an active session for them, a new session is not created. This is true whether the new message is a follow up to their original message, or if the customer begins a completely new conversation.
Sessions stay active for an hour. New messages that arrive after a session has ended will create a new session.
- The column Number of offered shows the number of sessions created during the report period.
- The column Number of approved shows the number of sessions where the agent accepted the message offered to them. Since we want agents accepting mails offered to them, the number offered and number approved should be close or the same.
- The column Number of handled shows the number of sessions that were assigned a call ending reason
Time in queue
This is the time between when a message arrives on the system and is accepted by an agent. The report shows the average, longest and shortest times.
Response time
This is the time taken between the message arriving and a response being sent by the agent. The report shows the average time to respond to a customer’s initial query and an average time for all customer’s messages, including responses to replies. The customer’s query may not be resolved.
Resolution time
The resolution time measures from when the first message in a conversation arrived and was accepted to when a call ending reason was assigned to resolve the problem. The report lists the average, longest and shortest times.