Search and Analytics Functionality – VideoEngager

Overview

The SmartVideo Search and Analytics component regularly analyzes, processes, and aggregates an information within the relevant SmartVideo interactions, sessions and calls. Results of these analyses, processing and aggregations are accessible either via a dedicated API or through the SmartVideo reporting dashboard, specifically, via the “Interaction Stats” button shown below.

Analyses and Aggregations

Interactions and Interaction data

An interaction is defined as a group of calls/sessions between a unique visitor and an agent. During each interaction, there might be multiple video and screen sharing sessions. Sessions have different attributes:

Start date/time - starting time for the session
Agent - the agent involved to session
Duration - the duration of the session
Talk time - actual talk time
Type - video or screen sharing
Close reason - describes how the session was terminated like button clicked, window closed, etc...
Details - detailed information about selected session
Success status - calculated based on duration time. If the duration time is shown to be zero, the corresponding session is considered unsuccessful.

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

Interaction data as timeseries

Timeseries give Supervisors the ability to get insights on how video services have been used over a selected period of time. The SmartVideo 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.

Working with Interaction Stats

Interaction and timeseries data are accessible via a dedicated SmartVideo dashboard. Once the SmartVideo Interaction Dashboard is opened, the Supervisor can select a period of time for which to display data. 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.

Once interaction data is loaded, it will display in three sections - Totals, Timeseries, Interactions.

Totals

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

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 right corner of the picture.

Interactions

This section renders details for each interaction in a tabular form as shown below

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 row, Supervisors are able to get details about each session within the interaction as shown below.

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 SmartVideo 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.