Experience Impact Report

The Experience Impact report shows how your staffing and schedule adherence affect what customers actually feel: wait times, missed chats, and satisfaction. It combines data you already collect into one 0 to 100 Experience Index.

What the Report Shows

Pick a date range (and optionally a team). You get a summary, an interval chart, a per-agent table, and plain-language insights. The summary lists Adherence, Service Level, Missed Chats, Average Wait, CSAT, and the Experience Index.

How the Experience Index Is Built

The index is a weighted score from 0 to 100:

• Service level: 30 points. Share of chats answered within your service level threshold.
• Schedule adherence: 25 points. How closely agents followed their scheduled shifts.
• CSAT: 25 points. Average satisfaction from post-chat surveys.
• Missed chats: 20 points. Fewer missed chats scores higher.

If a signal has no data (for example, no survey responses), the remaining weights are used so the score stays fair.

Reading the Interval Chart

Each interval compares scheduled agents with agents actually online, next to chat volume, missed chats, wait time, and CSAT. Look for intervals where actual agents drop below scheduled and missed chats or waits rise at the same time. That is a staffing gap, not a demand problem.

Reading Insights

Insights are short sentences ranked by severity, such as a time of day where adherence dips and missed chats climb. Treat them as a starting point: open the interval or agent they mention to confirm. Insights only appear when there is enough data to support them.

Pairing With Surveys

CSAT in this report comes from your post-chat surveys. Turn on a post-chat survey for every channel you staff, and keep it short so response counts stay high. A low CSAT response count is shown next to the average so you can judge how much weight to give it.

Per-Agent View

Each agent row shows adherence, CSAT, chats handled, average handle time, and an agent index. Use it for coaching conversations, and compare against the team rather than a single day.

Access and Requirements

Requires Work Schedules to be configured (see the Schedule Adherence guide). Available to managers and admins with report access. Ask Moshky, use the velaro experience-impact CLI command, or the experience_impact_report MCP tool for the same data.