Console

Trends in the console Activity, quality, costs, summaries and improvements

"Tendances" (Trends) reads your analysed conversations over a period, in five tabs: "Activité" (Activity), "Qualité" (Quality), "Coûts" (Costs), "Synthèses" (Summaries) and "Améliorations" (Improvements). A member does not see "Coûts".

Period and filters

  • The period. By default, the last fifteen days. The period picker sits under the tabs, and the period stays when you switch tabs.
  • Conversation filters. When filters narrow the figures, a sentence names them: "Ces chiffres ne comptent que les conversations retenues par …" (These figures only count the conversations kept by …). "Réinitialiser les filtres" (Reset the filters) removes them and keeps the period.

The Activity tab

Trends opens on "Activité": how many conversations were analysed, when they arrive, and what they are about.

  • "Conversations analysées" (Analysed conversations). One bar per day of the period, on a grey background at the weekend, and the total for the period.
  • "Conversations par heure de la journée" (Conversations per hour of the day). One bar per hour, from 0:00 to 23:00, Paris time.
  • "Durées et volumes" (Durations and volumes). "Durée médiane" (Median duration) of the finished conversations, "Suites à donner" (Follow-ups), a link to the conversations where the analysis found at least one, and "Conversations par jour" (Conversations per day), the average over the days of the period.
  • "Conversations par catégorie" (Conversations per category). The share of each category of your grids. A category with subcategories unfolds them, with a link to its conversations. "Autres motifs" (Other reasons) groups the rarer categories, "Non catégorisé" (Uncategorised) the conversations filed nowhere. A conversation can belong to several categories.
  • "Conversations par client" (Conversations per customer). The conversations whose interlocutor's number matches a customer of your customer list, against "Client non répertorié" (Unlisted customer). "Regrouper par" (Group by) splits them by a piece of information from your list instead, for example a segment.

The Quality tab

The notes your analysis grids give, month by month. The "Grilles d'analyse" (Analysis grids) button opens the grids, whose criteria these charts follow.

  • "Évolution de la note" (Note over time). First the "Note moyenne" (Average note): the average of your criteria, each brought to 5 and weighing the same. Then one chart per criterion, on its own scale. A note corrected by a member replaces the analysis's.
  • "Par conseiller" (Per advisor). Each advisor's average note per month. Beyond six advisors, only "Les 6 plus actifs" (The 6 most active) are shown.
  • Reanalysis in progress. A banner per grid being reanalysed tops the tab; an administrator can stop it from there. See Analysis grid and reanalysis.

The Costs tab

Administrator only. "Coûts" prices the time your advisors spend in the conversations they led, imported or synchronised, without those the agent handled alone. "Unité" (Unit) switches between "Euros" and "Temps" (Time).

  • "Taux horaire chargé" (Loaded hourly rate). The rate applied to the advisors' time. "Modifier le taux horaire" (Edit the hourly rate) offers "Brut" (Gross), "Chargé" (Loaded), "Complet" (Full) or "Personnalisé" (Custom).
  • The totals. "Coût conseiller total" (Total advisor cost) and "Coût moyen par conversation" (Average cost per conversation), or their time equivalents. "Durée inconnue" (Unknown duration) counts the conversations whose end is not recorded, left out of the totals.
  • "Coût par catégorie" and "Coût par conseiller" (Cost per category, per advisor). The eight heaviest lines are named, the rest is grouped.
  • "Évolution" (Evolution). The cost per "Jour", "Semaine" or "Mois" (Day, Week, Month), by week by default; a week runs from Monday to Sunday. "Détail par motif" (Detail per reason) splits each bar by category.

The method, the rate and the roundings are described in ROI tracking.

The Summaries tab

A summary gathers the reasons that come back in the conversations of one category of your grids, for example a quote, a complaint or an appointment. Each category shows its most frequent reasons, up to twenty, each with its share and a link to its conversations, then "Actions recommandées" (Recommended actions).

  • Generate. An administrator clicks "Générer la synthèse" (Generate the summary), then "Actualiser la synthèse" (Refresh the summary) when new conversations have arrived. Beside the button: how many conversations arrived since the last refresh, or "À jour" (Up to date).
  • "Scénario à ajouter à l'agent" (Scenario to add to the agent). Under a recommendation, the number of conversations of that reason the agent transferred, or that the analysis noted 2 out of 5 or less on "Demande traitée" (Request handled).
  • "C'est fait" (Done). An administrator ticks a recommendation, then "Marquer comme mise en place" (Mark as rolled out) with a title and a date: it becomes an improvement, followed in the "Améliorations" tab, and reads "En place depuis le …" (In place since …).
  • Set aside. An administrator can "Masquer le motif" (Hide the reason) or "Écarter la recommandation" (Set the recommendation aside). "Afficher les motifs masqués et les recommandations écartées" (Show hidden reasons and set-aside recommendations) brings them back, and "Restaurer" (Restore) puts a recommendation back in the list.

A member reads the summaries without changing them. In a group, the tab shows the summaries of each agency, which are generated from the agency itself (multi-tenant management).

The Improvements tab

An improvement is a change your team has rolled out. Natalia compares the time your advisors spend on its category before and after the date, week by week.

  • The time saved. "Temps gagné par vos améliorations" (Time saved by your improvements) over the period, and "Ce qu'elles font gagner chaque semaine" (What they save each week). An administrator also reads the amount in euros.
  • "Ajouter une amélioration" (Add an improvement). Administrator only: a "Catégorie" (Category), an "Intitulé" (Title) and a "Date de mise en place" (Rollout date).
  • "Améliorations suivies" (Tracked improvements). Each improvement with its effect, or "Observation en cours" (Observation in progress) while its weeks are not yet measured. A row unfolds its week-by-week detail. An administrator can "Supprimer le suivi" (Delete the tracking).

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