Agent Service Report
Consult your own services, monitoring performance with custom filters and report export.
The agent's service report is a personalized view, where each user sees only their own services, tracking their individual performance, with access to the complete history of interactions with customers.
How to Access
Access: Service / Digital Service / Agent Service Report, as shown in Figure 1:
Figure 1: Agent service report.
Displayed Information
The screen opens showing a pagination with the most recent recorded services performed by you and the following information:
Protocol and contact form information - service protocol plus the data captured in the bot's initial contact form (such as name, for example).
Date and Time of services - date and time of the start of the service.
Status - service status. To learn about the types of status click here.
Department - department to which the service was directed. To learn more about the departments registered on the platform click here.
Rating - service rating, made by the virtual attendant when the customer returns to the bot.
Accessing the Service Content
In addition to the basic information, you will see the icon:
Clicking on it, you access the complete content of the related service, as shown in Figure 2:
Figure 2: Service Content.
This action allows you to review your own services, whether for self-assessment, history consultation or preparation for feedback.
See above that it is possible to access the service in the same tab or in another browser.
Available Actions in the Content
In the Figure 3 see the actions you can take after accessing the content:
Figure 3: Actions in the Service Content.
You can:
1. Click the icon to download the service, choosing among:
Session Report (the last 24 hours of this client's access on WhatsApp, which may contain multiple services).
This session time is defined by Meta. After twenty-four hours, the service is automatically closed, with status canceled due to inactivity.
Service Report (file containing only the service in question).
Download in PDF or ZIP Format.
2. Click the gear icon to:
Insert a tag qualifying the service.
View the history, that is, the service timeline.
Filters
The button Filters allows refining the view of the your services based on several parameters, such as period, status, department, channel, tag, rating and much more.
It is possible to combine different criteria to generate personalized reports of your performance. See in Figure 4:
Figure 4: Filters.
In addition to the basic fields, you can apply filters by service time, wait time and response averages, allowing a detailed analysis of your individual performance, as we saw above in Figure 4.
Filter Fields Details
See below the detail of each field:
Figure 5: Filter Fields.
a) Time Period - filter the report by a time period, starting at the start date and ending at the end date. You can access data in this report from up to five years ago.
If you need a longer time, contact us so we can release your legacy data base.
b) Status - filter by the status of the services. Learn about each of them here.
c) Department - filter by the department in which you performed services. To learn more about the departments registered on the platform click here.
d) Channel - filter by the channel through which the customer overflowed into human service. Example: Facebook, WhatsApp, Telegram, among others.
e) Tag - filter by the tags placed by you during the service. These are the service qualifications. Learn more about tags here.
f) Rating - whenever a human service is closed, the customer returns to the bot and answers a satisfaction survey about the service.
Filter by this rating, ranging from excellent, good, fair, poor and very poor.
g) Contact Form Key - filter by the information given by the customer before overflowing. This information varies depending on the flow designed for your company. Example keys: Name, Phone, E-mail.
h) Additional Information - filter by the information added by you during the service. Learn more about additional information here.
Export Reports
After defining your search filter and seeing the result return on screen, you can export the report to your email.
With the button Export, you can generate reports in two formats: CSV or PDF. See in Figure 6:
Figure 6: Export Reports.
Note above that it is also possible to:
a) Export the Services Report - by choosing this option, you export the report based on your completed services.
b) Export the Services History Report - by choosing this option you export the report with the history of the services: when you started, if you transferred, if you received a transfer and when you completed.
c) In addition to including forms or additional information in columns, if you wish.
Services Graph
After applying filters, the system displays a graph with the total number of your services, segmented by status (Completed, Canceled due to Inactivity, Started, Customer does not respond).
This visualization facilitates tracking your own performance and evolution over time. See in Figure 7:
Figure 7: Services graph.
Service Statuses
The service status is a filter information present in several digital reports. Learn about each of them:
a) Select All: shows all the your services, regardless of status.
b) Inertia: is an initial point of the service, an internal state, for advanced filters.
c) Waiting for service: filters only the services that are waiting in the queue to be served.
d) Started: filters only services in progress at the time of the filter.
e) Canceled: filters the services canceled by the manager with special permission to do so during the handling of services in the report.
f) Completed: filters only the services successfully finalized.
g) Transferred: filters only the services forwarded to another user or department.
h) Canceled by the Customer: status that existed when the customer, in service in the Webchat, pressed F5 or closed the service window.
i) Canceled due to Inactivity: filters only the services automatically canceled by Meta (WhatsApp) after 24 hours.
j) Canceled by the Customer Service in Progress: status that existed when the customer, in service in the Webchat, pressed F5 or closed the service window.
k) Customer does not Respond: filters only services closed by the attendant due to lack of interaction with the customer. More details here.
Use Cases
The agent's service report is especially useful for:
Performance self-assessment - allowing each attendant to track their own metrics and progress.
Personal history consultation - facilitating access to previous services.
Preparation for feedback meetings - providing concrete data about one's own performance for discussions with managers.
Tracking individual goals - enabling the attendant to monitor their progress against established objectives.
Analysis of personal patterns - identifying peak productivity times, most frequent types of service and areas for improvement.
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