CMS: Data Analytics
This article explains the data available under Analytics. Analytics is accessible to Admins on the Beta CMS.
Calling Analytics (Remote Assistance)
This covers the following data:
- Total Call - Shows call count across the entire company within selected dates.
- Total Calling Minutes - Shows the total calling minutes across the entire company within selected dates.
- Weekly Call Count and Total Call Duration - Shows the count and total minutes of all calls grouped by week.
- Weekly Call Rating - Shows the call rating across all calls as submitted by the Tech in a given week.
- Numbers of Guest Calls per week - Shows the number of guest calls each expert received in a given week.
- Placed and Received Calls per User by Date - Shows the number of calls placed vs. the number of calls answered per user in a given week.
Note: Click on the Calendar drop down to filter data based on specific dates. Use the download icon in the top right corner of each report to download preferred file formats (Available formats are .csv, .xlsx, .json).
Scenarios Analytics (Work Instructions)
This shows the following details:
- Weekly Count of Scenario sessions and Total Session Duration - Shows the count of scenario sessions accessed each week and the total session duration across all scenarios.
- Weekly Average Duration of Sessions Per Scenario in Minutes - Shows the average time spent across all users that created a session for a scenario in the given week. Time is displayed in minutes.
- Weekly Count of Sessions and Total Session Duration Per Scenario - Shows the number of sessions for a scenario and the total duration in minutes spent per week.
- Weekly Sessions Per User - Shows the total number of sessions per user and the total duration in minutes spent per week.
- Weekly Scenario Session Durations by Sequence - Shows the weekly duration in minutes per sequence in each scenario. Only sequences where the total duration is more than one minute are shown.
- Weekly New User Session Completion Rate - Shows the new users that have launched a scenario for the first time in the given week. The new users are reported once across your selected date range.
- Weekly Completed Scenario Sessions per User - Shows the users that have completed >97% of the steps in each scenario by name.
- Weekly Sessions per Scenario Per User - Shows the number of sessions each user created per published scenario each week.
Note: Click on the Calendar drop down to filter data based on specific dates. Use the download icon in the top right corner of each report to download preferred file formats (Available formats are .csv, .xlsx, .json).
Related Article: How to view Data Analytics.