Current Activity Tab Today's Activity Conversations Agent Performance Today
Historical Stats Tab Closed Conversations Exporting Conversation Search Results

Introduction

Quiq Messaging has several features designed specifically for enterprise contact center managers. The Current Activity View is a manager’s mission control center providing information about current demand, queue volumes and agent performance. Managers can also go back in time with Historical Stats to understand performance over time.

The features described in this guide are only enabled for Quiq user accounts that have the Manager permission enabled. Contact support@goquiq.com to change this setting.

Accessing the Quiq Manager Page

Manager functions are accessed via the Quiq application at https://«your site».goquiq.com or via your CRM platform if integrated to a supported platform. Log in to the Quiq application using your Quiq credentials or those of the CRM application to which Quiq is integrated.

After logging in, note that you default to Agent mode. Select your desired eligibility (suggest unavailable so that your tasks are not interrupted). The buttons in the top right side of the banner allow access to the manager (Reports) and Admin screens. Click the Reports button.

Note - If the Reports button is not displayed, your account does not have Manager permissions. Contact your Quiq admin or Quiq support to change as needed.

CRM integrated users may access the Reports section by selecting Reports from the stack menu in the Quiq control panel.

Current Activity Tab

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The Current Activity View gives a real time view of the Messaging activity in the system at the current time and a summary of activity so far today.

TODAY’S ACTIVITY

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The graphs displayed in this section contain data collected beginning from midnight, based upon the current user’s timezone settings.

Queue Stats

  1. Customers In Queue - This graph shows actual and average number of conversations waiting in queue for an available agent.
  2. Average Wait Time - Actual and average wait time customers are experiencing before an agent accepts their conversation today.
  3. Agent Utilization - Number of total conversations being handled divided by the total number of conversations possible based on soft assignment and logged in agents.

Conversation Stats

  1. Active Conversations - Actual and average number of active conversations at the given interval in the day.
  2. Completed Conversations - Cumulative count of ended conversations, excluding those marked as Spam or long goodbye.
  3. Average Work Time - Average time an agent worked on a conversation. Conversation work is defined by the interval between the response the agent sends, and the agent’s previous action or change in conversation status.

CONVERSATIONS

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Displays all open conversations based upon the filters selected on the bar. Each open conversation is listed showing the customer’s name, phone number or Facebook name. The icon indicates the channel of the conversation (SMS, Facebook, Web Chat, Kik, Twitter, Apple).

The preview button provides the manager a view of the selected conversation and the option to Join the conversation as a collaborator, or to take over the conversation, relegating the current agent to a collaborator role on the conversation.

When you join the conversation you will notice a new conversation appear as an active conversation in the Quiq Messaging Control Panel. Once you have joined, you may privately message with the agent.

When you take over a conversation, the conversation will be immediately assigned to you. The customer will not be aware that you have taken over the conversation.

AGENT PERFORMANCE TODAY

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This panel provides metrics on individual agent performance so far today. All agents who have been logged into today, regardless of whether they are still logged in are shown. The green and red percentage numbers show how this agent differs from the norm over all agents.

  • Status – the current agent status - Click the status to select and change the status if desired.
  • Active Conversations – the number of conversations the agent is currently engaged in
  • Conversations Today – the number of conversations that agent has been involved with today
  • Average Conversation Length Today – the average length over all conversations the agent has completed today
  • Average Response Time Today – the average time between a customer sending a message and the agent responding
  • Average Messages per Conversation Today – the average number of customer and agent messages that have been exchanged in conversations that have been completed today
  • Average Accept Time Today – the average time it has taken the agent to accept incoming conversations today
  • Number of Unresponsive Agent Transfers – the number of times the agent has not responded within the system threshold. In this case the conversation was automatically placed back into queue and the agent’s status was changed to Current Conversations.

Historical Stats Tab

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This tab allows you to go back in time and look at key metrics in the past. You may select the time interval, such as this hour, today, this week, this month, or a custom range.

The metrics provided here are similar to those for Current activity. Additional cumulative totals are presented as applicable to a greater time span.

Queue Stats

  1. Customers In Queue - This graph shows actual and average number of conversations waiting in queue for an available agent.
  2. Average Wait Time - Actual and average wait time customers are experiencing before an agent accepts their conversation today.
  3. Agent Utilization - Number of total conversations being handled divided by the total number of conversations possible based on soft assignment and logged in agents.
  4. Stats - Cumulative average values.

Conversation Stats

  1. Total Conversations - Total number of conversations that were active in the given interval.
  2. Messages Sent - Total number of messages sent or received in the given interval.
  3. Average Conversation Time - Average conversation length during the selected period .
  4. Stats - Cumulative total and average values.

Agent Stats

  1. Agent Status - Number of agents logged in by status over the given interval.
  2. Response Times - Average response time over all agents over the given interval.
  3. Total Work Time - Sum of work times across all conversations over the given interval.
  4. Unresponsive Agents - Most recent instances of a conversation re-routed from an agent and the agent placed in Current conversation status due to the agent not responding within the configured response window.

Export Data

If you have contacted support@goquiq.com to enable Agent data exports, you will find this option enabled in the upper right corner of your Historical stats page.

The agent session data is described in our API documentation. It should be noted that any time intervals are measured in milliseconds, and that login and logout times are reported in UTC/GMT.

Closed Conversations

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This tab provides a manager the capability to search through all closed messages for a specific conversation given the parameters entered. Conversations returned are listed on the right side of the page. Use the view button beside each conversation to preview the messages sent in the conversation.

Exporting Conversation Search Results

The conversation search results may be exported to a CSV file. Ensure that the displayed conversations are the results desired for the destination csv file. Note that the check box options of custom fields and transcript (conversation messages) are not included by default. Check these options to include them in the export. Click the Export Conversation Data button and note the warning. When the results file is generated, it will automatically download in the browser, to the default download location.