Engagement Reports
The Reports section displays the reports menu. The Engagement report is displayed by default.
Users can navigate through the various options in the menu to access different types of reports, such as performance analytics and user activity summaries. Each report provides valuable insights that can help improve strategies and enhance overall engagement.
| Report | Description |
|---|---|
| Account Utilization Report | Statistics on use of the Velaro account. |
| Agent Availability Report | Statistics on agent availability. |
| Agent Utilization Report | Statistics on agent utilization. |
| Call Report | Statistics on the click-to-call feature. |
| Canned Message report | Use and performance of canned messages. |
| Change Log | A listing of all the administrative changes to the application. |
| Customer Satisfaction Report | Access to customer satisfaction reports. |
| Engagement Report | The real-time chat engagement report. The engagement report provides access to chat transcripts and all chat engagement data. |
| Missed Chat Snapshot | A dashboard that displays the result and agent availability for each missed chat. |
| Queue Report | Statistics on visitor queue wait times. |
| Service Level report | Statistics on chat service level performance. |
| Visitor | Access to visitor reports. |