Knowledge Center

Introducing MCS on Report Center

Introduction

MCS on Report Center (RC) aims to consolidate many analytics and reporting use cases from the MCS Toolkit into a single framework. We aim to deliver RC with consolidated MCS use cases that our brands utilize.

RC will include concepts and data points of Meaningful Conversation Score (MCS). MCS is an automatic, unbiased method to measure the relationship between consumers and brands. MCS is a reliable way to accurately and automatically measure the quality of a conversation.

Goals

Utilize our new conversation and segment level architecture to expose aggregated metrics. (Segment: When an agent is assigned/transferred in a conversation, it constitutes a new segment in a conversation)
Agent/Skill/Group level aggregation utilized in RC and provides access to segment level metrics.
Expose via Transcript Viewer an easy and efficient access to conversation messages, MCS data, and other metrics.

Metrics for the upcoming release are listed below. *** more metrics are added every week

Metric	Measure/ Dimension	Level	Dimensional Aggregations	Definition
Group Name	Dimension	Segment		Segment level Group Name
Skill Name	Dimension	Segment		Segment level Skill Name
Agent Name	Dimension	Segment		Segment level Agent Name
Latest Group Name	Dimension	Conversation		Last Group in a conversation
Latest Skill Name	Dimension	Conversation		Last Skill in a conversation
Latest Agent Name	Dimension	Conversation		Last Agent in a conversation
User Type	Dimension	Segment		The agent participants associated with the responses in a segment. Ex: Bot, Human, System
Conversation Start Date	Dimension	Conversation		Start date of a conversation
Channel	Dimension	Conversation		The original entry point for a messaging or a voice conversation (Web, App, ABC, SMS, Voice etc)
Conversation Status	Dimension	Conversation		The state of a conversation. Ex: Open, Closed
MCS Type	Dimension	Conversation		Categorization of conversation based on MCS scores. ex: positive, negative, and neutral
Level of Automation	Dimension	Conversation		On a conversation, type of agents involved. Agent Only: only human agents involved Partially automated: both human and bot agent involved Fully automated: only bots involved
Agent Name Transfer By	Dimension	Segment	# Transfer	The name of the agent who made the transfers/escalated to either a skill or an agent. To be used in conjunction with # transfer.
# Transfers	Measure	Conversation	Agent Name Transfer By	Number of transfers in a conversation (Sum of Back to Queue, Skill to skill, and agent transfer)
Conversation End Reason	Dimension	Conversation	Date/ Conversation Status/Agent/ Skill/ Group	The end reason of a conversation. Ex: Agent, Consumer etc.
Total Conversation	Measure	Conversation	Date/ Conversation Status/Agent/ Skill/ Group	Total number of conversations for the selected dimensional aggregation. Total open and close conversations are divided by the conversation status dimension
Total Agent Messages	Measure	Segment/ Conversation	Agent/ Skill/ Group/ User Type	Total number of agent (Bot, Human) messages
Total Consumer Messages	Measure	Segment/ Conversation	Date/Agent/Skill /Group	Total number of consumer messages
Average MCS	Measure	Conversation	Date/Channel/ Agent/ Skill/ Group	Average of last MCS of the conversations
Average Duration	Measure (mins)	Conversation	Date/ Conversation Status	Average duration (mm:ss) within a conversation from the start to the end of conversation based on the selected aggregation. ***Check Limitations
Total Duration	Measure (mins)	Conversation	Date/ Conversation Status	Total of the conversation duration for the selected dimensional aggregation. Total duration will not have open segment data population. ***Check Limitations
In Focus Time	Measure (mins)	Conversation	Date/ Skill / Agent/Group	Average of the conversation IFT. Time spent by human agents focused (clicked on the conversation) on conversations they are assigned to. Time: Enter conversation - Leave Conversation ***Three WFM AC Feature must be turned on for IFT on Report Center.
CSAT	Measure (%)	Segment/ Conversation	Agent/ Skill/ Group/ User Type/ Date	Average CSAT of the conversation for the selected dimensional aggregation. Customer Satisfaction Score
TTFR Bot	Measure (min)	Segment	“	Time to first Response is the time to respond from the first consumer message in a response till the first message in the first bot agent response. Aggregation of average based on selected dimension.
TTFR Human	Measure (min)	Segment	“	The time to respond from the previous consumer message till the first message in the first human agent response. Aggregation of average based on selected dimension.
TTFRA Bot	Measure (min)	Segment	"	The time to respond from the first bot assignment till the first message in the first bot agent response ( removing the time taken for bot assignment). Aggregation of average based on selected dimension.
TTFRA Human	Measure (min)	Segment	"	The time to respond from the first human assignment till the first message in the first human agent response ( removing the time taken for human assignment). Aggregation of average based on selected dimension.
ART	Measure (min)	Conversation	"	Average time from the Agent Response to the direct preceding consumer response, regardless of whether agent was assigned or whether Consumer was in queue. Response time is the sum of all time taken by agents to respond from the first consumer message of a response to the first agent message of an agent response. Aggregation of average based on selected dimension.
ART Assignment	Measure (min)	Conversation	"	The average response time taken by all the participants (bot, human, system)(Removing the time taken for bot, human, system assignment). Response time is the sum of all time taken by agents to respond from the first consumer message of a response to the first agent message of an agent response.Aggregation of average based on selected dimension.
Average Queue Time	Measure (min)	Segment	“	Average unassigned time in conversations. Time the customer waits in a conversation without an agent (bot, human) assignment.
Total Queue Time	Measure (min)	Segment	“	Total unassigned time in conversations. Time the customer waits in a conversation without an agent (bot, human) assignment.
Handled Conversation	Measure	Conversation	" Hour of Day, Day of Week	Total conversation with an IFT greater than zero for the selected dimension. (not true to interval: Calculation is based on conversation start time)
Arrival Conversation	Measure	Conversation	" Hour of Day, Day of Week	Total conversation with an unassigned agent for the selected dimension. (not true to interval: Calculation is based on conversation start time)
Replied Conversation	Measure	Conversation	" Hour of Day, Day of Week	Total conversation which has an agent response for the selected dimension. (not true to interval: Calculation is based on conversation start time)
Engagement Name	Dimension	Conversation	"	Name of the engagement associated with conversations
Campaign Name	Dimension	Conversation	"	Name of the campaign associated with conversations
AbandonedAfterHumanAgentResponseOutsideSla**	Dimension	Conversation	“	Marked true if SLA was breached by any agent response in a closed conversation with no consumer response after agent response
FirstHumanAgentResponseWithinSLA**	Dimension	Conversation	“	Marked true if the first human agent response did not breach SLA in a conversation
AbandonedAfterFirst HumanAgentResponseWithinSla**	Dimension	Conversation	“	Marked true if SLA was not breached by the first response of a human agent in a closed conversation with no consumer response after agent response
AbandonedAfterHumanAgentResponse**	Dimension	Conversation	“	Marked true if no consumer response after the last response of a human agent in a closed conversation
HasAgentResponseSlaBreach**	Dimension	Conversation	“	Marked true if any response of a human agent breaches SLA in a conversation
FirstAgentResponseWithinSLA**	Dimension	Segment	"	Marked true if the first response of a human agent does not breach SLA in a conversation segment
Total AgentResponsewithSLABreach**	Measure	Segment	“	Total times in a conversation human agent responses breached SLA
Total AgentResponseswithinSLA**	Measure	Segment	“	Total times in a conversation human agent responses did not breach SLA
Agent or Consumer Close Rate**	Measure (%)	Conversation	“	Percentage of conversations closed by agents and consumers / Total number of closed conversations
System Close Rate**	Measure (%)	Conversation	“	Total conversations closed by system / Total closed conversation
Total Interactive Segments**	Measure	Segment	"	The number of skill-agent-segments with at least one message from the consumer to an agent

(**Upcoming)

Response Metrics explained (ART, ARTA, TTFR, & TTFRA)

TTFR and TTFRA

ART and ARTA

Segments

Understanding Segments

UI Mockup below shows the MCS dashboard on Report Center

MCS dashboard

Features

MCS metrics and feature release are as follows:

Filter:

The first release of MCS Toolkit on report Center will have the functionality to filter based on the below list. The list below is not an exhaustive list and may increase over time with releases.

Agent Name, Skill Name, Group Name
Date range
Channel, User Type, Conversation Status, Conversation End Reason, Transfer Reason

Transcript Viewer:

The Transcript Viewer features as follows.

Conversation level metrics and fields included.
Transfer events, agent messages, and consumer messages included.
Assignment events, MCS score, Customer info, etc.

Export Functionality:

Export of conversation data included. Users can utilize the conversation list screen to export data in a csv. ****Check Limitations.
Support data for calculations of aggregated metrics included in the export.
Export of messages included in the Transcript Viewer.

MCS Data:

Utilize MCS Data for aggregations.

Perform metric aggregations based on the listed dimensions.
Listed Metrics are an aggregation of either conversation level measure or segment level. Dimensional Aggregation specifies the aggregation mechanism usage.

Limitation

Conversation level view will have a limitation of 1000 conversations per page. A download limitation of 10K conversation applies.
Metrics related to open segments will become a part of conversation metrics once the segment is closed.
Segments per conversation will be limited to 100.
Export functionality will have limited changes to fields.
100 Agents limit to the amount of agents that can be selected/viewed in an Agent Name filter.
Date filter is currently limited to the start date of a conversation.
Segment measures will auto-populate conversation measures after the conversation is marked closed.
Maximum date range selection per dashboard is limited to three months at a time.

FAQs

How can I gain access to Report Center?

You should be able to gain access to the reporting system via your navigation bar as shown in the UI mockup above. To enable Report Center for your account, you would have to request access and enable an AC feature.