Reporting and Analytics for Talkdesk – VideoEngager

From the reports menu, the user is able to fetch reports for further analysis. VideoEngager offers access to reports through API endpoints, if your organization is interested in establishing integration with your preferred business intelligence service provider. The Reports can be access from the left hand side of the Talkdesk interface by clicking the graph icon as shown below:

There are several sections for reporting as described below:

Calls

The VideoEngager App UI allows you to fetch reports for a specified time period as illustrated in the image below . Each record can include/exclude the following parameters by selecting/unselecting the associated check box:

From call or caller – either Customer or Agent, depending on call direction
To call or callee – Either Customer or Agent, depending on call direction
Type of call – VideoEngager supports three types of calls – Video Call, Chat Session, and Screen Share Session.
Duration of call – Defined as time between the time when caller start a session and the time when the call has been hung up.
Talk – The time when both parties – Agent and Customer – are in session
Reason –Text field describing the reason to end a call. Reasons describe who ended the call (Caller/From or Callee/To) and how the call ended (Closes the window - party closes browser window, hangups the call - party ends the call from the red hangup button).

Note That such Parameters can be hidden through the Manage Columns Button :

Each VideoEngager record contains specific information about the individual Call. These details can be fetched and displayed by clicking the Info button:

Detailed call data is grouped into 3 categories:

Call Information – presenting basic call information such as call id, type of call, start time, call duration, etc.

Caller/Callee session data – Information about the type of caller, reason to end the call, user agent information, and IP address. Note that the IP address is not caller’s actual IP address. We only collect the IP address of the AWS edge location that has been used to route caller traffic through

Call Recordings Information – This information is available only if recording is available within your organization. This section provides visibility into type of recording, state of recording, start, end, and duration of call. It also provides the name and type of the video file.

To get an access to the corresponding recording, the “View Recording” button needs to be clicked. This action will open a Modal that view the recording

Upon selecting the desired options, the report will be generated by clicking on the “Arrow” button. This will fetch all the available data as per your configuration options and will display them on the supervisor screen as illustrated below.

Interactions:

Interaction data summarize sessions data and are aggregated data on interaction level. The aggregation is based on various KPIs – either per the agent or organization.

Interaction data is presented to Supervisors as follows:

Agent – the agent who performed the interaction
Duration – total duration of the interaction - the time between the start of first session and the end of the last session
Start – the start date/time of the first session
Total calls – number of sessions within the interaction
Videos – number of video sessions within the interaction
Screen – number of screen sessions within the interaction
Successful – number of successful sessions
Unsuccessful – number of unsuccessful sessions

Each interaction is displayed in a single row, where columns represent interaction KPIs. The column’s header is clickable and able to sort interactions per KPI of interest.

By clicking on each interaction Call Button, Supervisors are able to get details about each session within the interaction as shown below.

Supervisors can filter interaction data on an agent basis, if more than one agent is available. By default, interaction data for all agents will be loaded.

TimeSeries

This section renders aggregated interaction data of main KPIs for the selected period of time, as shown below. Each KPI is represented by a different vertical bar and can be shown/hidden by clicking on the corresponding name of the KPI, located in the top center corner of the Chart.

Timeseries give Supervisors the ability to get insights on how video services have been used over a selected period of time. The VideoEngager timeseries provides the following KPIs:

Interactions - count of interactions
Total sessions - count of total sessions
Video sessions - count of video sessions
Screen sessions - count of screen sharing sessions
Successful sessions - count of successful sessions
Unsuccessful sessions - count of unsuccessful sessions

Granularity of timeseries is either per hour or per day.

Totals

This section renders aggregated totals of main KPIs for the selected period of time, as shown below

Calls By External ID

You can search by Genysys Interaction ID, Simple search criteria find calls that match the Interaction ID , to know more about Interaction ID: https://help.mypurecloud.com/articles/get-conversation-id-support/

Permissions

Access of stats and analytics data is restricted. There are levels of permissions:

Supervisor level – this level normally provides an access to data on organization level. Users with this level of permission are able to browse aggregations spanning VideoEngager operations of all agents or can retrieve data for a single agent.
Agent level – this level normally provides an access to data on an agent level. Users with this level of permission are able to browse and retrieve data only for themselves.