Opening the Application
To access the application, navigate to the Operator Activity Analytics in Fiori.
Operator Activity Overview
When opened, the application displays a list of data for the last 7 days. If the operator hasn’t been active for that time, they won’t be visible.
You can use the filter panel to find the data you need:
Step 1. Select the Enterprise Tenant. It is common that there is only one to choose.
Step 2. Select the specific operators from the list. If left blank, all the operators are included.
Step 3. Select the date range.
Step 4. Click the Go button to see the results.
Step 5. Click on the operator name (or click on the arrow icon) to see the metrics for a specific person.
The following metrics are available:
- Operator – displays first and last name.
- Time in Status “Active” – calculated total time the operator has been in active status in the HC Operator Workplace.
- Distributed Dialogues – number of all dialogues distributed to the given operator.
- Processed Dialogues – number of dialogues the operator interacted with (assigned, closed, those where the operator wrote to the user, etc.).
- Fallback Distributed Dialogues – number of dialogues distributed to the operator in which a fallback was triggered (red dialogues).
- Fallback Unprocessed Dialogues – indicates what percentage of the fallback dialogues distributed to the operator have not been processed by the operator.
The ideal value would be zero, meaning that every dialogue that required attention was handled by the operator, and such values are marked green. Any value above zero is marked in red. - Fallback Processed Dialogues – number of fallback dialogs the operator has interacted with.
- Processed within IRT , % – indicates what percentage of the fallback dialogues processed by the operator were taken over within the IRT* time limit.
*IRT means “Initial Response Time”, and there is often a time limit / suggested value within which a support agent must respond to a customer’s request. In the case of chatbot interactions – we are looking at cases where the bot has no response and human intervention is required.
Configurating the IRT Time Limit values
The time period within which the operator has to respond (IRT Time Limit) is synonymous with the delay time for red/fallback messages*.
To set up this value, open the Connector Configuration application and set the correct value for the Delay in seconds for red tickets (UI side) parameter.
Click Save and then press the Push Update and Restart button to save the changes.
(If the chatbot doesn’t have an answer to a user’s message, the ticket changes its colour to red and the chatbot waits for some time for the operator to join. Hence the delay. If the operator doesn’t step in in time, the chatbot continues with the fallback workflow and suggests creating a support ticket for the user. It is best for the operator to intervene within the delay time and not later, when the chatbot has already continued the conversation).
Operator Metrics
Each operator has a dedicated page with personal metrics.
Step 1. Operator personal details: user ID, name, email.
Step 2. Change date range if required, and click Go to update the results.
Step 3. Timesheet data. Toggle the button to change the view from the graph to the detailed data table:
The data table view for the timesheet metrics:
Step 4. Dialogues Metrics
View the distributed vs processed dialogues per day. Toggle the switch in the yellow square to switch from the graph to the data-table view.
Step 5. Fallback Dialogues Metrics
Review the number of the distributed fallback dialogues per day, and the percentage of the unprocessed dialogues.
Toggle the switch in the yellow square to switch from the graph view to the data table view.
Step 6. Fallback IRT Time Limit Metrics
As of Release 2312, the application includes a new Response Time Measurement feature. This includes a detailed dataset for each operator.
The blue blocks in the graph show the number of fallback dialogues processed per day. The black horizontal line shows the number of dialogues processed within the set IRT time limit. Toggle the yellow switch to change the view to a data table.
Example: The operator processed 5 fallback dialogues on January 2nd, but only 4 of them were accepted within the required time limit.
