Engagement

Last Updated : Apr 22, 2021 |
Prolog information
Metadata
Keywords:

Definition

Displays data related to customer engagements across various parameters.

How it works

Tracks historic details of all engagements. Supervisors can use these reports to determine the movement of customer engagements in a contact center. The start time of engagements determine the data displayed in the report.
Supervisors can track engagement details of routing services within the routing service group. Supervisors can only view routing services and routing service measures associated with the routing service group to which the supervisor is assigned.
You can drill down on Engagement ID to get finer details of each engagement. You can drill down on Contact ID to analyze how the engagement was handled at each segment level. An engagement is associated with a contact ID where as a segment is associated with an agent.

Business usage

  • How do you determine the movement of a customer engagement in a contact center?
    Use Engagement Summary Report to understand the number of engagements that were listed in the current interval.
    Navigate to Engagement Detail Report to understand the details of the engagement. Navigate to Contact Detail Report to understand the details of segments, and segment durations of an engagement.
  • How do you determine the usage of a channel across the contact center?
    In the Input prompt, select TimeZone, specify the values for the Interval and select the Channel for analysis. The report displays engagement details associated with the selected channel.
    Use the Engagement Distribution By Channel graph to determine the usage of channels across the contact center.
  • How do you determine the duration of an engagement in a particular channel?
    In Engagement Summary Report, click an Engagement ID to display the Engagement Contact Report. Use the Start Time and End Time measures to determine the duration of the engagement in a particular channel.
  • How do you determine the average engagement duration in the current interval?
    Use the Average Engagement Duration measure.
  • For a given contact, how do you determine the duration the segment spent in agent activities?
    Use the Segment Detail Report along with Segment Durations graph to determine the duration spent for agent activities.