No reporting relating to Skills based routing??

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5 Comments

  • Prakruti Hindia
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    Hi Lauren,

    Thank you for writing in. The data you require is available at chat level in a CSV.

    You can access this CSV by following these steps - 

    Step 1: Go to History

    Step 2: Select the chats we are interested in or select all

    Step 3: From Actions, choose Export chat details, provide email 

    Step 4: Download the CSV using the link in the email 

    Step 5: The information required for skills will be present in skills and skills match column

    Alternative is to use Chat REST APIs to pull the data. 

    This should help you identify - 

    • volume of chats by skills
    • number of chats assigned based on skills or % of chats assigned based on skills
    • skills associated with individual chat
    • whether chat was assigned on requested skills or not

    However, we do not have skills in ready-to-use analytics (similar to departments) as of now. 

    Look forward to hear whether this works for you.

    - Prakruti

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  • Lauren Williams
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    Thanks for your reply. So does this mean that say at that higher department level I'll get everything I can see in Analytics, but when I drill down into the skills I'll only get volume of chats in each skill and the skills applied to individual chats (we don't allow customers to select departments on the pre chat survey so I'm assuming the last point won't count)

    Do I currently not see a skills column in the CSV because I've not got these set up? Can you show me what this would look like please?

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  • Prakruti Hindia
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    Hi Lauren,

    You will be able to get access Analytics at the higher department level such as Energy. 

    The data available for skills-based routing is available as part of History. You will need to go to History , select chats or all chats , More Actions and then Export Chat details (see below). 

    The exported chat details would be in form of a CSV with each row containing details for individual chats (see below). As part of this, you will also get to see the skills associated with chat as well as whether it was assigned based on skills or not. 

    • You can apply filters to the skills column to get chats for selected skill.
    • Use Pivot Table to get the number of chats for each skill
    • Filter on skill_match to see % of chats assigned to agent based on skills

    Would this work?

    I would be interested to know the metrics that you would like to analyze for skills-based routing, I can provide more relevant help based on that. 

    Thanks,

    Prakruti 

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  • Lauren Williams
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    Hi, yes that would work at the moment. Thank you.

    It's a shame that there isn't this level of granularity readily available for both departments and skillsets. I assume this is something on your roadmap?

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  • Prakruti Hindia
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    Hi Lauren,

    Great to know that this will work for now. 

    We have no immediate plans to support reporting for skills. We could consider it as part of skills enhancement in the future.

    - Prakruti

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