Webchat Skill Reports
  • 10 Sep 2021
  • 7 Minutes to read
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Webchat Skill Reports

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The conversation made with the Web are called Webchat call. Webchat calls are reported under this menu. There are seven webchat reports. You can customize these reports using the filter menu on the left panel. Detailed description is provided in the subtittles.

While preparing reports for Webchat in the system, some are based on the number of chats and some are based on the number of sessions.

Every webcall started by the customer is a chat. When the customer ends the chat, a chat is closed. The customer switch to status idle by the agent during the chat and one session is closed.

1-Webchat Summary Report

We can use this report when we want to measure -in numerical values- how many calls did Contact Center receive over Webchat. After selecting the desired criteria and format, the report will be generated.

  • Start Date: Displays the following information, including the selected date and time. If not selected, records on that day are listed. End Date; Shows the previous recordings except the selected date and time.
  • Break Type: It is the section that allows filtering of the desired time periods for the report to be created.
  • Time: It refers to the time that should be taken into consideration when the Service Level calculation is made.
  • Agent: Filtering is done by selecting one of the Agents registered in the system.
  • Skill: Indicates the queue through which the call is made.

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Webchat Skill Report is a report that contains detailed information about the queue that the call is defined and contains SL, SLA, AAT and ACHT details. With Skill (Webchat Queue) Reports, in the date range specified, based on different criteria such as "Agent, Skill (Call Queue), Time Break"; data such as some of them listed below can be reported.

  • Service Level (SL)
  • Service Level Including Abandoned Call (SLA)
  • Average Call Handling Time - Total Talk and Hold Time (ACHT)
  • Average Waiting Time (AAT) of Abandoned Calls

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Service Level (SL): A certain percentage of calls that come to the contact center are answered within the specified base time (sec). There are different formulas in Contact Center researches to calculate Service Level. However, within the sector in general, only the answered calls withinthe accepted base time or the summation of the answered calls that have been answered within a certain period of time and abandoned calls can be included in the formula. There is a theory of 80 to 20 for Service Level. In line with this theory; contact centers aims to answer 80% of incoming calls within 20 seconds. In line with Service Level duration; it is possible to check whether a correct shift arrangement or correct employment is made.

For Example: When the Service Level is around 50%, the shift can be interpreted as irregular or there is insufficient number of agents. (The calls are very intensive, there are a lot of waiting in the queue and agents can not catch up.)

If the service level duration is over 95%, it can be interpreted like call intensity is less and there are more agents.

Note: The examples given above are given in the direction of 80-20 theory. If a different base time is being taken, the interpretation of the samples in this area may change.

In Tegsoft Call Center Software; 2 formulas are taken into consideration when performing Service Level calculation. Both the number of answered and escaped calls can be included in the base time (SLA); and besides the only calls that are answered within the base time can be included (SL).

Note: If a different base time is taken, the base time should be updated when the report is received.

  • SL: (100 * (answered calls that are answered within the base time / total number of answered calls))
  • SLA: (100*(number of answered calls that are answered within the base time) + (number of abandon calls within base time) / (Total number of answered and abandon calls)
  • AAT: It can be described as the average waiting time or the tolerance time of the abandoned calls.
  • AAT Formula: (Total number of waiting time of abandoned call) / (Total number of abandoned calls)
  • ACHT: It is the duration for a call that is in progress and is in conversation.

ACHT Formula

(Total Talk Time) + (Total not Ready Time due to operation) / total number of answered calls)

Abandon: If the person starting the webchat call is hanging up while waiting in the webchat answer system, this record is displayed in the "Abandon Count" tab.

Abandon Percentage Formula

Abandon Call/ Inbound Call

  • Total: Total incoming webchat call.
  • Idle: The number of calls that the Agent redirects back to the skill.
  • Answered: Webchat call answered count.

Overflow: Calls extracted from the Webchat skill by software. The maximum number of waiting people can be removed from the skill by making the maximum waiting time.
Average Talk Time: It is the average talk time in the direction of specified criteria.
Average Hold Time: It is the customer’s average waiting time in the queue. Maximum Hold Time: It expresses the maximum waiting time in the queue.

2-Contact Summary Report

This report is the contact-based version of the Webchat Summary Report.

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Date: The date that the call came from.
Contact Name: The customer in the Webchat call.
Total: Total incoming webchat call.
Idle: The number of calls that the Agent redirects back to the skill.
Answered: Webchat call answered count.
Overflow: Calls extracted from the Webchat skill by software. The maximum number of waiting people can be removed from the skill by making the maximum waiting time.
Abandon Call: Total number of missed calls.
Abandon Rate: Total missed calls rate.

3-Contact Session Report

This report is the session summary report for the user.

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  • Date: The date that the call came from.
  • Contact Name: The customer in the Webchat call.
  • Total: Total incoming Webchat call.
  • Idle: The number of calls that the Agent redirects back to the skill.
  • Answered: Webchat call answered count.
  • Overflow: Calls extracted from the Webchat skill by software. The maximum number of waiting people can be removed from the skill by making the maximum waiting time.
  • Abandon Call: Total number of missed calls.
  • Abandon Rate: Total missed calls rate.

4-Session Summary Report

The values in this report refer to the number of webchat sessions. Other values are calculated according to the number of sessions.
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  • Date: The date that the call came from.
  • Total: Total incoming webchat call.
  • Idle: The number of calls that the Agent redirects back to the skill.
  • Answered: Webchat call answered count.
  • Overflow: Calls extracted from the Webchat skill by software. The maximum number of waiting people can be removed from the skill by making the maximum waiting time.
  • Abandon Call: Total number of missed calls.
  • SL: (100 * (answered calls that are answered within the base time / total number of answered calls))
  • SLA: (100*(number of answered calls that are answered within the base time) + (number of abandon calls within base time) / (Total number of answered and abandon calls)
  • Average Talk Time: It is the average talk time in the direction of specified criteria.
  • Average Hold Time: It is the customer’s average waiting time in the queue. Maximum Hold Time: It expresses the maximum waiting time in the queue.
  • AAT: It can be described as the average waiting time or the tolerance time of the abandoned calls.
  • ACHT: It is the duration for a call that is in progress and is in conversation.

5-Skill Based Summary Report

This report is a summary report of Webchat queues. Given on a queue basis.

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Date: The date that the call came from.
Total: Total incoming webchat call.
Idle: The number of calls that the Agent redirects back to the skill.
Answered: Webchat call answered count.
Overflow: Calls extracted from the Webchat skill by software. The maximum number of waiting people can be removed from the skill by making the maximum waiting time.
Abandon Call: Total number of missed calls.
Abandon Rate: Total missed calls rate.

6-Skill Based Session Report

Webchat Call Queue Reports can be displayed on a queue basis according to the specified criteria. When a report is received in this way, the headings become queue information. (Queues can be compared with each other.)

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Note: The calculations or parameters in the report are the same as the description in the “Webchat Summary Report.

7-Agent Based Session Report

It gives a report of all agents that have answered the Webchat call.
Note:It is a session based report. Values are calculated over the number of sessions.

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  • Date: The date that the call came from.
  • Agent: Shows the agent name who answered the Webchat call.
  • Answered: Webchat call answered count.
  • Average Talk Time: It is the average talk time in the direction of specified criteria.

8-Webchat Detail Report

It is a report where detailed information about the Webchat call can be obtained. It can be reported from which skill the customer and with which agent.
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  • Date: The date that the call came from.
  • Webchat Skill: Indicates the queue on which the call was made.
  • Contact Name: The customer in the Webchat call.
  • Agent: Filtering is done by selecting one of the Agents registered in the system.
  • Status: It is the processing result of the Webchat Call. There may be situations such as "Caller Hangup, Caller Agent, Abandon”
  • Wait Time: It is the customer’s waiting time in the skill.
  • Talk Time: It is webchat call’s total talk time in the skill.

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