Webchat Report
- 05 Feb 2023
- 8 Minutes to read
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Webchat Report
- Updated on 05 Feb 2023
- 8 Minutes to read
- Print
- DarkLight
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Tegsoft software contributes to the Contact Center management with instant reports or detailed historical reports. It also enables the evaluation of contact center efficiency with its advanced filtering options.
These reports can be viewed in a web browser by generating in HTML format or archived in Excel or PDF file.
Webchat is the report where the webchat call data and activities are listed according to the selected criteria. These criteria are break type, agent, skill, activities etc. The begin date and time should be selected for all reports. The selection of end date and time is optional. In case of not selected, current date and time is going to be end date and time.
1. Generate Webchat Report
Please follow the steps below to generate Webchat report.
Step 1 – Click Reports tab.
Step 2 – Click Webchat Reports tab.
Step 3 – Set Criteria.
Step 4 – Select Webchat Report type.
Step 5 – Select report Format (HTML, PDF, XLS).
2. Filtering Parameters
The Webchat report filters consist of two parts: Criterias and Advanced as shown in the figure below.
2.1.Criterias Filtering Parameters
Criterias filtering parameters are numbered and given in the figure below.
The criteria and detailed descriptions are given in the table below.
No | Criteria | Description |
1 | Begin Date | List the records after the selected date and time, including this date and time. If the date and time are not selected, the records of the current date and time are listed. |
2 | End Date | List the records before the selected date and time, not including this date and time. |
3 | Agent | List the records of the agent defined in the system. |
4 | Skill | List the records of the skill. |
5 | Project | List the records of the project defined in the system. (Companies holding a project license can define a project.) |
6 | Activity Top Group | When the activity is defined, the records of the selected activity top group are listed. |
7 | Groups | When the activity is defined, the records of the selected activity group are listed. |
8 | Activity Type | When the activity is defined, the records of the selected activity type are listed. |
2.2. Advanced Filtering Parameters
Advanced filtering parameters are numbered and given in the figure below.
The advanced filtering parameters and detailed descriptions are given in the table below.
No | Criteria | Description |
1 | Session Count | By entering the maximum value, lists the records in which the number of sessions is less than this value. |
2 | Agent Count | By entering the maximum value, lists the records in which the number of agents communicating with the contact is less than this value. |
3 | Message Count | By entering the maximum value, lists the records in which the number of total messages is less than this value. |
4 | Contact Message Count | By entering the maximum value, lists the records in which the number of contact messages is less than this value. |
5 | Agent Message Count | By entering the maximum value, lists the records in which the number of agent messages is less than this value. |
6 | File Count | By entering the maximum value, lists the records in which the number of files sent by both the agent and the contact is less than this value. |
7 | Agent File Count | By entering the maximum value, lists the records in which the number of files sent by the agent is less than this value. |
8 | Contact File Count | By entering the maximum value, lists the records in which the number of files sent by the agent is less than this value. |
9 | Word Count | By entering the maximum value, lists the records in which the number of words in the webchat conversation is less than this value. |
10 | Contact Word Count | By entering the maximum value, lists the records in which the number of contact’s words in the webchat conversation is less than this value. |
11 | Agent Word Count | By entering the maximum value, lists the records in which the number of agent’s words in the webchat conversation is less than this value. |
12 | Contact IDLE Duration | By entering the maximum value, lists the records in which the contact’s IDLE duration is less than this value. |
13 | Agent IDLE Duration | By entering the maximum value, lists the records in which the agent’s IDLE duration is less than this value. |
3. Webchat Summary Report
When summary data of all webchat calls in the contact center needs to be reported, the Webchat Summary report is generated by determining the necessary criteria and then selecting the report format.
An example report is given in the figure below. While generating this report, begin-end date and break type were selected.
Detailed explanations of the dataaccording to the numbers in theabove Webchat Summary report are given in the table below.
No | Data | Description |
1 | Date | The date the webchat calls were made. |
2 | Total | The total number of webchat calls. |
3 | Idle/Active | The number of idle/active webchat calls. |
4 | Answered | The number of answered webchat calls. |
5 | Overflow | The number of overflowed webchat calls. |
6 | Abandon Call | The number of abandoned webchat calls. |
7 | Abandon Rate | The percentage value of the abandoned webchat calls. |
4. Contact Summary Report
When summary data of all webchat calls in the contact center needs to be reported according to the contacts, the Contact Summary report is generated by determining the necessary criteria and then selecting the report format.
An example report is given inthe figure below. While generating this report, begin-end date, break type and agent were selected.
Detailed explanations of the dataaccording to the numbers in theabove Contact Summary report are given in the table below.
No | Data | Description |
1 | Date | The date the webchat calls were made. |
2 | Contact Name | The name of the contact. |
3 | Total | The total number of webchat calls. |
4 | Idle/Active | The number of idle/active webchat calls. |
5 | Answered | The number of answered webchat calls. |
6 | Overflow | The number of overflowed webchat calls. |
7 | Abandon Call | The number of abandoned webchat calls. |
8 | Abandon Rate | The percentage value of the abandoned webchat calls. |
5. Contact Session Report
When summary data of all webchat sessions in the contact center needs to be reported according to the contacts, the Contact Session report is generated by determining the necessary criteria and then selecting the report format.
An example report is given inthe figure below. While generating this report, begin-end dates, break type and agent were selected.
Detailed explanations of the dataaccording to the numbers in theabove Contact Session report are given in the table below.
No | Data | Description |
1 | Date | The date the webchat calls were made. |
2 | Contact Name | The name of the contact. |
3 | Total | The total number of webchat calls. |
4 | Idle/Active | The number of idle/active webchat calls. |
5 | Answered | The number of answered webchat calls. |
6 | Overflow | The number of overflowed webchat calls. |
7 | Abandon Call | The number of abandoned webchat calls. |
8 | Abandon Rate | The percentage value of the abandoned webchat calls. |
6. Session Summary Report
When the data of all webchat sessions in the contact center needs to be reported in detail, the Session Summary report is generated by determining the necessary criteria and then selecting the report format.
An example report is given inthe figure below. While generating this report, begin-end dates, break type and time were selected.
Detailed explanations of the dataaccording to the numbers in theabove Session Summary report are given in the table below.
No | Data | Description |
1 | Date | The date the webchat calls were made. |
2 | SL | The percentage value of the service level. |
3 | SLA | The percentage value of the service level abandon. |
4 | Total | The total number of webchat calls. |
5 | Idle/Active | The number of idle/active webchat calls. |
6 | Answered | The number of answered webchat calls. |
7 | Overflow | The number of overflowed webchat calls. |
8 | Abandon Call | The number of abandoned webchat calls. |
9 | Abandon Rate | The percentage value of the abandoned webchat calls. |
10 | Average Talk Time | Average talking time for all webchat calls. |
11 | Average Hold Time | Average holding time for all webchat calls. |
12 | Maximum Hold Time | Maximum holding time for all webchat calls. |
13 | ACHT | Average webchat call handling time of agents. |
14 | AAT | Average waiting time for abandoned webchat calls. |
7. Skill Based Summary Report
When summary data of all webchat calls in the contact center needs to be reported according to the skill, the Skill Based Summary report is generated by determining the necessary criteria and then selecting the report format.
An example report is given inthe figure below. While generating this report, begin-end dates and break type were selected.
Detailed explanations of the dataaccording to the numbers in theabove Skill Based Summary report are given in the table below.
No | Data | Description |
1 | Date | The date the webchat calls were made. |
2 | Skill | The name of the skill. |
3 | Total | The total number of webchat calls. |
4 | Idle/Active | The number of idle/active webchat calls. |
5 | Answered | The number of answered webchat calls. |
6 | Overflow | The number of overflowed webchat calls. |
7 | Abandon Call | The number of abandoned webchat calls. |
8 | Abandon Rate | The percentage value of the abandoned webchat calls. |
8. Skill Based Session Report
When summary data of all webchat sessions in the contact center needs to be reported according to the skill, the Skill Based Session report is generated by determining the necessary criteria and then selecting the report format.
An example report is given inthe figure below. While generating this report, begin-end dates, break type and agent were selected.
Detailed explanations of the dataaccording to the numbers in theabove Skill Based Session report are given in the table below.
No | Data | Description |
1 | Date | The date the webchat calls were made. |
2 | SL | The percentage value of the service level. |
3 | SLA | The percentage value of the service level abandon. |
4 | Total | The total number of webchat calls. |
5 | Idle/Active | The number of idle/active webchat calls. |
6 | Answered | The number of answered webchat calls. |
7 | Overflow | The number of overflowed webchat calls. |
8 | Abandon Call | The number of abandoned webchat calls. |
9 | Abandon Rate | The percentage value of the abandoned webchat calls. |
10 | Average Talk Time | Average talking time for all webchat calls. |
11 | Average Hold Time | Average holding time for all webchat calls. |
12 | Maximum Hold Time | Maximum holding time for all webchat calls. |
13 | ACHT | Average webchat call handling time of agents. |
14 | AAT | Average waiting time for abandoned webchat calls. |
9. Agent Based Session Report
When summary data of all webchat sessions in the contact center needs to be reported according to the agent, the Agent Based Session report is generated by determining the necessary criteria and then selecting the report format.
An example report is given inthe figure below. While generating this report, begin-end dates, break type and agent were selected.
Detailed explanations of the dataaccording to the numbers in theabove Agent Based Session report are given in the table below.
No | Data | Description |
1 | Date | The date the webchat calls were made. |
2 | Agent | The name of the agent handling the calls. |
3 | Answered | The number of answered webchat calls by the agent. |
4 | Average Talk Time | Average talking time of the agent. |
10. Webchat Detail Report
When the data of all webchat calls in the contact center needs to be reported in detail, the Webchat Detail report is generated by determining the necessary criteria and then selecting the report format.
An example report is given inthe figure below. While generating this report, begin-end dates, break type and agent were selected.
Detailed explanations of the dataaccording to the numbers in theabove Webchat Detailreport are given in the table below.
No | Data | Description |
1 | Contact Name | The name of the contact. |
2 | Contact E-mail Address | The e-mail address of the contact. |
3 | Contact Phone Number | The phone number of the contact. |
4 | Date | The date the webchat call was made. |
5 | Skill | The name of the skill. |
6 | Agent | The name of the agent handling the call. |
7 | Status | The status of the webchat call. |
8 | Wait Time | The time customer spends on the line until connecting to the agent. |
9 | Talk Time | The time of the webchat call excluding the waiting time. |
Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.
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"Tegsoft" and Tegsoft’s products are trademarks of Tegsoft. References to other companies and their products use trademarks owned by the respective companies and are for reference purpose only.
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