- 17 Oct 2022
- 1 Minute To Read
- Updated On 17 Oct 2022
- 1 Minute To Read
Use the Self-Service Threads report to see how Threads are performing against resolving Customer requests without needing to speak to an Agent.
How Data in the report is measured
The report is measured by the following:
- Grouped by Threads
- Data is time anchored using time across different "buckets" or time granularities specified in the report filters.
Metrics used for the Self-Service Thread report
Click on the description to review the definition of each metric and how it's used to calculate data.
|Thread Started||When the Customer clicked the Quick Reply button that is linked to a Thread.|
|Order Card Shown||When the Customer has been successfully authenticated, and the order card is shown.||Note that some Customers may start a Thread but don't have any recent orders.|
|Thread Resolved||When the Customer clicked the Quick Reply button that indicates a "resolution."||In a Thread, an interaction is deemed as resolved and counts as a resolution if they indicate that their question has been answered without continuing on to speak to an Agent.|
|Thread Routed||When the Customer is routed to an Agent.||Note that this could be due to Customer requesting more information to be connected to an Agent or due to internal errors that will automatically route to an Agent.|
|Resolution %||Percentage of Threads resolved.||"Thread Resolved" count divided by the "Thread Started" count. Does not take into account if the order card was shown.|
How the Self-Service Threads report is filtered
Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters here.
- Display Threads started and resolved on the specified date or date range.
How to use the Self-Service Threads report
The Agent Away Time report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples:
|How many interactions are Threads resolving without needing to speak to an Agent?|
|How many Threads were initiated?|