1. Introduction

With this feature, based on customer service workload and service quality, you can view session processing related data such as number of messages, number of sessions ended, first response time – average (in seconds), etc. for a specific time period and for a specific channel for an individual or all receptionists.

2. Instruction

• Select the dimension for analysis

You can choose to view session related data by receptionist, channel and time.

Note: Select at least one dimension but up to two dimensions.

• Filter data by time, receptionist, channel

You can set specific time periods, receptionists, and channel sources to filter and view relevant data, and quickly locate the data you want to view.

• Custom Display Columns

Click on the red box to customize the display columns according to your needs, and you can also move the optional columns up and down to set the display order.

3. Frequently Asked Questions

1） Q：How come my team members can’t view the data in the quality control analysis?

A：Members need permission to view QA analysis data, so you can see if you have opened the [QA analysis] permission for members at [Team] Settings Member Permissions.