Reporting
In the Report menu you can run reports about communications from a specific TouchPoint to a specific channel.
- Login via https://admin.roger365.io with you Microsoft 365 account
- Choose [Reporting] and in the left fill in:
- Select from which TouchPoint to which channel
- Selected from and until date
- Click the [Get report] button (magnifying glass icon) on the far right side to generate the report
Reports data should be looked from the Touchpoint perspective.
Reporting data
The following information is by default available. When more information is needed the Microsoft Power BI can be very useful:
- Average response time
- Average time unassigned
- Average messages per conversation
- Conversation per status – number of assigned/ unassigned conversations, agent or customer pending or completed
- Amount inbound vs outbound messages per day
- Conversation totals
- Agent Totals
- SLA Per Agent
What is a conversation?
Every message is part of a “conversation,” which can be thought of as a folder containing related messages.
A conversation is created when the first message from a user or TouchPoint is received. All subsequent messages from the same TouchPoint/user will be grouped into that conversation until it is closed. Once a conversation is closed, any new message from the same TouchPoint/user will trigger the creation of a new conversation.
Message Count
The message count on the Reporting page is based on the total number of messages recorded in the endpoint, which is then divided by the number of conversations associated with that agent. The report also includes all conversations, which may vary depending on message length, as some users may use more words than others.
It’s important to note that the conversations displayed in the report may differ from those in the subscription data. For instance, if you use Campaigns or Toastar for Teams, those conversations are subtracted from the subscription data but are not reflected in the report. Additionally, if TouchPoints are deleted, those conversations are excluded from the report, though they are still counted as part of the overall conversation total.
Looking for more detailed analytics? The Insights & Analytics Power BI report offers deeper insight into your Contact Center’s performance across key metrics and trends.