2 product requests for Explore
- terminology and tabs are confusing. For example, in the Support dataset, “Tickets created” in the Agent Update tab, but “Created Tickets” in the Tickets tab… both have different numbers but are worded to imply it’s the same metric. Furthermore, the Support dataset is inclusive of Voice and Non-Voice inputs, but the Talk dataset is only referring to Voice. There’s no distinct channel for emails, and trying to filter leads to confusion as attributes are worded differently/are different and numbers don’t add up. Ideally, there should be a separate dataset for emails/non-voice, just like there is for Talk. If you have a recipe or set of steps to undeniably view only email/non-voice data for all metrics, I’d love it if you could share that!
- There’s also a disconnect on the agent level when viewing reporting, as we would like to see all metrics for each agent (inclusive of phone and email), but currently, they are disconnected due to the attributes living in two datasets. So for example, if I create a query to pull data on email stats, I might be able to pull some basic data on phone calls too, but nothing at the level of “average talk time”, which only lives in the Talk dataset. If I’m mistaken and you’re able to point me in the right direction (a recipe or a set of steps) to view all metrics per agent (regardless of channel), that’d be great! But this might also be a worthwhile enhancement, as any company would want to understand their agent’s productivity holistically, not just per channel.
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