Digital Channels Details

The Digital Channels Details Report offers a comprehensive overview of all chat-based customer interactions, along with associated performance metrics. It enables supervisors and managers to analyze real-time agent performance across digital channels.

Purpose of the Report

• Evaluate Agent Performance: Track response times, resolution efficiency, and customer engagement quality.
• Monitor Chat Activity: Gain visibility into chat volumes and customer intent.
• Optimize Digital Engagement: Use insights to improve workflows and resource allocation across digital platforms.

Transcript (Chat History)

• Each message is labeled by sender type: chatbot, agent, or customer, providing clarity on the conversation flow.
• The full chat history is also accessible directly within the agent toolbar under the Chat History section, allowing agents and supervisors to review past conversations for context and quality assurance.