- 26 Oct 2022
- 10 Minutes To Read
- Updated On 26 Oct 2022
- 10 Minutes To Read
The Work Sessions report provides a line-by-line breakdown of what Agents are working on. It allows you to understand precisely how Agents are using their time, how many Customers they've helped, which Contacts, and more. The primary use of this information is for forecasting and scheduling purposes. The report can also help you understand other aspects of Agent behavior, Agent performance, multichannel Conversation patterns, and more.
How Data in the report is measured
The Work Sessions report is measured using the following:
- Grouped by Work Session. Only compare this report to other Work Session reports.
- Data is anchored to 'Contact Ended Date' in the UI and 'Contact Ended At' in the API.
Two versions: API and UI report
The Work Sessions report is available in two formats: API and UI. There are slight differences in available data for each format:
- UI report is filtered and created on the Reports page, whereas API is generated via API.
- Each format uses a different time anchor. The UI report uses 'Contact Ended Date,' and API uses 'Contact Ended At.'
- Some metrics are only available in the API. Review the below CSV to review the difference.
Metrics used for the Work Session report
Review the definition of each metric and how it's used to calculate data. These are fields you'll see in the CSV download. The columns in the report fill dynamically and are populated when the event comes in.
|Work Session ID|
The Work Session ID is only generated when the Contact session ends. Otherwise, the value will be Null. This is possible when generating the Work Session report via the APIs only.
|Agent||Name of the Agent that worked on the Contact.||agent_id|
|Link||Link to the Conversation.||n/a|
|Contact ID||An alphanumeric identifier for the Contact that an Agent works with a Customer on a given Channel.||contact_session_id|
|Customer ID||Unique Alphanumeric identifier for the Customer||customer_id||Data is available at the time of a Contact start event.|
|Conversation ID||Unique Alphanumeric identifier of the Conversation that the Customer and Contact are a part of.||conversation_id||Data is available at the time of a Contact start event.|
|Inbox||Inbox where the Contact was initially routed when the Contact started.||inbox_id||This is called inbox_id in the API. You can get the Agent name using Agent API.|
|Channel||Channel used for Contact.||channel||Data is available at the time of a Contact start event.|
|Direction||Indicates if the Contact is Incoming or Outgoing.||direction||Data is available at the time of a Contact start event.|
|Contact Started at||Date and time when a Contact started.||contact_session_created_at|
|Agent Routed at||Date and Time the Agent was routed or offered, an incoming Contact.||contact_session_routed_at|
|Agent Accepted at||Date and time when the Agent accepted an incoming Contact.||agent_accepted_at|
|Contact Fulfilled at||Date and time a Contact fulfilled SLA.||sla_fulfilled_at|
|Contact Ended at||Date and time a Contact||contact_session_ended_at||Data is available at the time of a Contact end event.|
|Status||Indicates if a Contact is Answered, Unanswered, Abandoned, or Unknown.||status||Data is available at the time of a Contact end event.|
|Seconds within (-) or over (+) SLA||A numeric value that identifies if a Contact was fulfilled within or outside of Service Levels (SL). This value can be negative or positive. A negative value tells you how many seconds under service level targets this Contact was fulfilled. A positive value tells you how many seconds outside of SL targets was this Contact fulfilled.||within_sla||Data is available at the time of a Contact end event.|
|Handle Time in sec||The amount of time an Agent spends on the Customer Profile during an active Contact. If multiple contacts are ongoing at the same time, Handle Time will be attributed to the most synchronous Channel. As defined here, handle time does not include After Call Work (ACW), which is labeled Unknown Time.||work_session_handle_time|
|Unknown Time in sec||The amount of time an Agent spends on the Customer Profile before the Conversation is closed or another Contact is initiated.||work_session_unknown_time|
|Accepted Inbox ID||Inbox where the Contact was assigned when the Agent first accepted the Contact.||accepted_inbox_id|
How the Work Session report is filtered
You can filter the report using the following criteria. This is how you start segmenting the data based on what you are trying to learn. You can learn more about filters here.
- When filtering by date in the Gladly UI, the Work Session report will list all Contacts that were worked on and completed on the date specified. These Contacts could have started before the date, but they were all completed on the date specified in the filter.
- Indicates the Channel in which the Contact was initiated.
- The Channel column in the CSV will have an additional status: "Abandoned_Call." In this case, the "Abandoned_Call" Channel does not refer to the abandoned call itself, but to the abandoned call follow-up event that gets created when a known Customer abandons a call.
- The Inbox column and report filter refer to the Inbox where the Contact was when it started.
- This filter allows you to filter the report on one or more Teams you have defined in Gladly. Teams are a logical grouping of one or more Agents.
How to use the Work Session report
There are many ways to slice and dice the Work Session report's data, depending on what you are trying to learn.
The first step is to download the CSV version of the report then follow up with the filters below.
|How to calculate the number of inbound calls|
|How to calculate the number of Outbound calls|
|How to calculate the number of Calls answered|
|How to calculate the number of Calls answered in 30 Sec|
|How to calculate the calculate phone average handle time for a team|
|How to calculate the calculate short abandons|
|How to calculate the calculate abandons|
|How to calculate the calculate total After Call Work|
What happens if a Conversation moves to a different Inbox. How does this affect the report?
The Work Session report is not anchored to a Conversation. The report focuses on Agents' work on the Contact and Inboxes those Contacts were originally assigned to. So if a Contact is initially routed to Inbox A and gets reassigned to Inbox B, as long as you filter the report to include inbox A, that Contact will be in the report.
How do you report on data for an escalation Inbox if you include all Inboxes that may have been the source of the inquiry as well?
Work done by Agents will be captured regardless of what Inbox it's in. The difference to note is that the report only shows data from the first Inbox of the Contact.
Does the Inbox indicate where the Contact initially routed to or where the Contact was completed?
The Inbox in the Work Sessions report tells you the Inbox the Contact was initially assigned to.
What type of call would show a status of "unknown"?
All outbound calls have a status of "unknown."
How can something show as unanswered have a handle time?
An Agent might have accepted a Contact and done some work without ever answering the Customer. They could have also switched Channels to a higher-order Channel.
How can two or more Agents have handle time associated with the same Contact?
There are several ways this could happen. For example, if a call comes in and gets transferred between Agents, then all those Agents will have handle time associated with the call. Another example is if an email gets routed to agent A and they create a task for Agent B, As Agent B works the task and Agent A works the email, both will accrue handle time for the same Contact.
Is the handle time reported unique to each Agent, or do they share the sum of the total handle time for that Contact?
A "Work Session" is, by definition, the time one Agent spends on one Contact. For example, if Agent A and Agent B would both accrue their own handle times, but we do not specify that Agent B was working on a task, we show the had handle time equal to the time spent viewing the Customer Profile.
Does this re-write history? What does it re-write?
Work Sessions are event-based, so history is not re-written.
Why are there duplicate Work Session IDs?
Work Session IDs generated prior to 10/27/2022 5 PM PT may not be unique. These IDs were not always unique because Gladly uses the contact "ended" event id as the Work Session ID when Agents have utilization activity only (i.e., working with the Customer without creating any Contact events directly). We suggest using agent_id + contact_session_id as that will always be unique.
Work Session IDs generated on or after 10/27/2022 at 5 PM PT will be unique.
Why do some events have a "Null" value for one record but have a value for a second record?
When a Contact session has not ended, only certain fields are populated:
This means other fields remain empty until the Contact session ends.
Note that Work Session ID may also be NULL (or blank) until the Contact session ends.
Like agent_accepted_at, agent_routed_at, other fields may also be blank if an Agent never worked on the Contact session. OR if the Agent' cherry-picked' the interaction (e.g., a manager took it from the queue vs. being routed the Conversation.)
Increasing Time Needed to Resolve Customer Conversations
Think about the following If you notice that it's taking longer than usual to help Customers:
- Check in which Channel (s) the increase is more prevalent. Are the Agents staffing that particular Channel/Inbox adequately trained to handle these types of requests?
- Did you recently introduce a new communication Channel? Do your Customers prefer to communicate over a particular Channel?
- Did First Contact Resolution (FCR) decrease? Potential issues typically require multiple interactions to resolve.
- Check your Topic report. Is there an abnormal increase in usage for a certain Topic?