Introducing Engagement Controller Analytics on Report Center
Introduction
Engagement Controller (EC) allows brands to manage when consumers can engage with their agents by showing or hiding entry points through rules applied to engagements and campaigns. Brands use EC to avoid unexpected or long wait times for their consumers and reduce agent overload.
It creates a concern when brands do not see when and for how long the engagements/campaigns were in a 'show' or 'hide' state. Furthermore, brands did not have a view on the weekly hours when customers could not contact the brand due to EC. Due to these limitations, brands could not decide on agent management and agent resourcing to ensure that access is improved.
Goals
- Hourly, Engagement, and campaign level aggregation utilized in RC provides access to performance metrics.
- Provide admins and campaign managers information on how many times and when rules were triggered within EC.
Metrics release are listed below.
| Metric | Measure/ Dimension | Dimensional Aggregations | Definition
|
| EC Engagement Name | Dimension | Hourly/ Weekly | Name of the engagement associated with Engagement Controller |
| EC Campaign Name | Dimension | " | Name of the campaign associated with Engagement Controller |
| EC Rule | Dimension | " | Rule name which is triggered to change the action in Engagement Controller |
| EC Skill Name | Dimension | " | Skill name associated to the rule/action is triggered in Engagement Controller |
| EC Action | Dimension | " | Show or Hide action triggered in the Engagement Controller |
Time in State | Measure | " | Total duration of a Hide/Show action in a campaign/engagement aggregated per day for each hour |
% of time engagement was show/hide mode | Measure | " | Total number of Show Action / Total Action *100 (Total Action = Total Hide + Total Show) |
| No. times engagement has been in Show/Hide mode | Measure | " | Total number of time the engagement is in HIDE/SHOW mode aggregate per day for each hour |
| Hide Rate | Measure | " | Total number of times a Hide Action is triggered / Total Action (Total Action = Total Hide + Total Show) |
| Show Rate | Measure | " | Total number of times a Show Action is triggered / Total Action (Total Action = Total Hide + Total Show) |
Total Action | Measure | " | Total number of times a Show/Hide Action is triggered for the selected dimension |
| Total Campaign | Measure | " | Total unique Campaigns impacted by an EC action for the selected dimension |
| Total Engagement | Measure | " | Total unique Engagements impacted by an EC action for the selected dimension |
| Total Rule | Measure | " | Total unique Rule impacted by an EC action for the selected dimension |
| Total Skill | Measure | " | Total unique Engagements impacted by an EC action for the selected dimension |
| Total Session Time | Measure | " | Total duration in minutes of Hide and Show action for the selected dimension |
Total Show Session Time | Measure | " | Total duration in minutes of Show action for the selected dimension |
| Total Hide Session Time | Measure | " | Total duration in minutes of Hide action for the selected dimension |
(**Limitations or upcoming)
Limitation
- EC metrics updates are delayed by 2 hours.
- The EC data is aggregated on an hourly and weekly level.
- Admins and campaign managers have access to EC data and metrics.
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