About Real-Time Digital Reports

When using real-time reports for Digital channels there is an additional step which must be performed in addition to defining a parameter set. Any users, user groups or queues that you wish to report on must be enabled for monitoring in the Administration Console.

If a real-time report is run with a parameter set that includes resources not enabled for monitoring, then those resources will still be visible in the report, but their metrics will all show as unpopulated or zero values.

This impacts the following reports:

• Chat Agent Monitor

• Chat Queue Monitor

• Email Agent Monitor

• Email Queue Monitor

• Chat and Email Agent Monitor

• Chat and Email Queue Monitor

Any other reports or dashboards based on the report models: Queue Monitor, User Group Monitor or User Monitor.

To enable a resource for monitoring, at least one monitor must be built in the Administration Console which includes the required resource and metrics. This monitor can be created by any user assigned the supervisor role or custom roles with access to the Supervisor Console. If each resource and their associated metrics are included in at least one monitor, then any Analytics user with the appropriate permissions can run a real-time report in Analytics which includes this resource as part of the parameter set.

The monitor can belong to any user. It does not need to belong to the same users who run the Analytics reports. The most efficient method to accomplish this is for an administrator to create a generic supervisor login and use this login to build a ‘master monitor’ that includes all users, groups, queues, and metrics. The master monitor needs to be maintained and updated when new users, groups, and queues are added. The generic login is useful to ensure that this maintenance task can be passed on if the original administrator leaves the organization.
For more information on building monitors in the Administration Console, please refer to the eGain Administrator’s Guide to Administration Console.  

Setup for Calculating Service Levels in Real Time

The current service level rate for chats and emails can be calculated in real-time reports at queue-level. 

For emails, the metric Current Email SLA% is based on a rolling sample of the N emails that were most recently completed in each queue. The metric determines what percentage of those emails had a first manual reply within service level or not. The department setting Number of Activities to be Monitored for Service Level is used to specify how many recently completed emails to consider.

For chats, there is a Current Chat SLA% metric which considers all chats in the queue that are currently open and in progress. The metric determines what percentage of those chats had an incoming wait serviced time within service level or not. The incoming wait serviced time is the time that elapsed from when the chat was initiated to when an agent first clicked on it to respond to it. The department setting Chat - SLA for Response Time (Seconds) is used to specify the chat service level for waiting time.

For chats, there is also a Daily Chat SLA% metric which considers all chats serviced since midnight. It can also optionally include abandoned chats since midnight, but these will always be counted as not having met service level, no matter what the wait abandon time was. The metric determines what percentage of chats serviced (or abandoned, if applicable) since midnight had an incoming wait serviced time within service level or not.

The Daily Chat SLA% metric also uses the service level defined in Chat - SLA for Response Time (Seconds). There are two additional department settings that are applicable: Chat - Daily Service Level Timezone is used to determine how long it has been since midnight, and Chat - Daily Service Level Sample Set Definition is used to include or ignore abandoned chats.

For more information on building monitors in the Advisor DesktopCall Center Elite Digital widget, please refer to the eGainAvaya Call Center Elite Digital Administrator’s Guide.