Insights

The Insight feature in OCA Interaction lets you map, match, combine, and enhance interaction data between agents and customers. This feature is useful for reporting and further analyzing agent and customer interactions.

Related Definition Details

Incoming: Refers to chats or groups of chats entered on a specific day or date.

In Queue: Refers to multiple chats in a queue on a specific day or date. The number of chats in the In-Queue will decrease if the agent has claimed the chat.

In Serving: Refers to several chats the agent handles on a specific day or date. The number of chats in the In-Serving will decrease if the chat has been handled.

Done: Refers to several chats the agent handles on a specific day or date. The data recorded is the number of chats handled by the agent, including chats claimed the previous day.

Unhandled: Refers to the number of chats not handled by the agent on a specific day or date. The data records how many chats were not handled on that day or date.