Contact Center > Online Contact > Service Guide (Consultation) > Report

Period Statistics

Statistics in this menu shows period performance status for tickets and chats. You can view the graph of receipt and processing by period, average processing time by period, and table of comprehensive performance statistics by period on a daily/week/monthly basis.

You could ① search on a daily/weekly/monthly received date/processed date basis for ticket and chat on an hourly/week/monthly basis depending on the entry path.

Pending, Resolved, Complete on ticket are divided as follows:

• Pending: Type of ticket processing to choose when creating an interim response before delivering final mail to the customer
• Resolved: Type of ticket processing to choose when delivering final mail to the customer.
• Complete: Tickets that have been processed completed by the administrator or tickets that have been two weeks since they were resolved.

Received Date, Processed Date are divided as follows:

• Received Date: Statistic of the number of inquiries received and processed during the period
• Processed Date: Statistic of the number of inquiries processed during the period

Give up, Processing in chat are divided as follows:

• Give up: The case which the agent did not click the customer’s chat request, or did not replied to the customer
• Processing: The case which the agent clicked the customer’s chat request, and have replied to the customer

You could download tabular data based on the conditions applied to Excel, by ② Download button.

Type Statistics

Statistics in this menu shows performance status by submission type for tickets and chats. You can view the graph of receipt and processing by submission type, average processing time by submission type, table of detailed processing status statistics by submission type, and processing status in time interval by submission type on a daily/week/monthly basis.

You could ① search based on the total/average, processing type/submission type, and received date/processed date according to the entry path for ticket and chat based on the processing type depending on the entry path.

Pending, Resolved, Complete on ticket are divided as follows:

• Pending: Type of ticket processing to choose when creating an interim response before delivering final mail to the customer
• Resolved: Type of ticket processing to choose when delivering final mail to the customer.
• Complete: Tickets that have been processed completed by the administrator or tickets that have been two weeks since they were resolved.

Received Date, Processed Date are divided as follows:

• Received Date: Statistic of the number of inquiries received and processed during the period
• Processed Date: Statistic of the number of inquiries processed during the period

Give up, Processing in chat are divided as follows:

• Give up: The case which the agent did not click the customer’s chat request, or did not replied to the customer
• Processing: The case which the agent clicked the customer’s chat request, and have replied to the customer

You could download tabular data based on the conditions applied to Excel, by ② Download button.

✔ [FAQ] In report, what does 'Processing status in time interval by submission type' show?

Performance Statistics

Statistics in this menu shows performance status by agent for tickets and chats. You can view the graph of receipt and processing by agent, average processing time by agent, table of detailed processing status statistics by agent, and processing status in time interval by agent on a daily/week/monthly basis.

You could ① search based on the total/average, agent group, and received date/processed date according to the entry path for ticket and chat based on the agent, day/month depending on the entry path.

Pending, Resolved, Complete on ticket are divided as follows:

• Pending: Type of ticket processing to choose when creating an interim response before delivering final mail to the customer
• Resolved: Type of ticket processing to choose when delivering final mail to the customer.
• Complete: Tickets that have been processed completed by the administrator or tickets that have been two weeks since they were resolved.

Received Date, Processed Date are divided as follows:

• Received Date: Statistic of the number of inquiries received and processed during the period
• Processed Date: Statistic of the number of inquiries processed during the period

Give up, Processing in chat are divided as follows:

• Give up: The case which the agent did not click the customer’s chat request, or did not replied to the customer
• Processing: The case which the agent clicked the customer’s chat request, and have replied to the customer

You could download tabular data based on the conditions applied to Excel, by ② Download button.

✔ [FAQ] In report, what does 'Processing status in time interval by submission type' show?

Satisfaction Statistics

Statistics in this menu shows satisfaction status for chats. You could ① search the graph of satisfaction & dissatisfaction cases, satisfaction of counseling, and the table of chat satisfaction details depending on a daily/week/monthly basis.

You could download tabular data based on the conditions applied to Excel, by ② Download button.