This document describes the data metrics and features of the Data Overview page for Cloud Intelligent Customer Service.
Data overview features
The Data Overview is a dashboard in Cloud Intelligent Customer Service that aggregates data from multiple scenarios. It provides a consolidated view of data from multiple products, especially for related business data such as human-agent and Chatbot session records. In addition to the Data Overview page, you can also view dashboards within each product.
The Data Overview page currently includes data metrics for two scenarios:
Online service data: Includes combined service data from online agents in the cloud customer service system and the Chatbot.
Hotline service data: Includes combined service data from hotline agents in the Cloud Call Center.
Data overview metric definitions
Go to the Cloud Intelligent Customer Service home page and choose DataAnalysis > Data Overview to view the data.
The data metrics are defined as follows:
Online service data overview
Total sessions: The total number of visitor sessions handled within the specified time range. This includes sessions handled by online agents and the Chatbot. If a session is handled by both an agent and the Chatbot, it is counted as one session.
Total Chatbot sessions: The total number of visitor sessions handled by the Chatbot within the specified time range. This includes sessions handled jointly with an agent and sessions handled exclusively by the Chatbot.
Total agent sessions: The total number of visitor sessions handled by an agent within the specified time range. This includes sessions handled jointly with the Chatbot and sessions handled exclusively by an agent.
Transfers to agent: The total number of visitor sessions in which a transfer to an agent was triggered within the specified time range. This is counted regardless of whether the visitor successfully connects to an agent. The count includes transfers initiated by a customer and transfers triggered automatically by a mechanism.
Transfer to agent rate: The ratio of "Transfers to agent" to "Total sessions" within the specified time range.
Average session duration: The total duration of all visitor sessions divided by the total number of sessions.
Hotline service data overview
Total calls: The total number of calls to date.
Inbound calls: The total number of inbound calls within the specified time range, regardless of whether they were connected.
Outbound calls: The total number of outbound calls within the specified time range, regardless of whether they were connected.
Inbound connection rate: The number of inbound calls that connected to an agent divided by the total number of inbound calls.
Outbound connection rate: The number of outbound calls that connected divided by the total number of outbound calls.