Tgilchri: Published

2020-09-14T18:14:45Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:30:47Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

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2020-07-15T11:45:12Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T16:47:16Z

Published

Bgrenon: Published

2020-06-08T14:21:33Z

Published

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{{Article
|Standalone=No
|DisplayName=Agent Social Engagement Report
|TocName=Agent Social Engagement Report
|Context=Analyze average social media scores for one or more agents.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator, Supervisor
|Application=Reporting, Reporting GCXI
|Section={{Section
|sectionHeading=Understanding the Agent Social Engagement Report
|anchor=HRCXIAgentSocialEngagementReport
|alignment=Horizontal
|Media=Image
|image=HRCXIAgentSocialEngagement.png
|structuredtext=Use the ('''Agents''' folder) Agent Social Engagement Report to view detailed information about average social media scores in each configured standard response or category, for each agent and day. The report includes averaged Sentiment, Influence, and Actionability scores.

{{Repository|SampleAgentSocialEngagementReport.pdf|0cbf9db5-f3af-40d1-bbec-0dea66ad2f3f|HRCXIAgentSocialEngagementReport.pdf}}
|structuredtextwide=The following tables explain the prompts you can select when you generate the report, and the metrics and attributes that are represented in the report:
|Status=No
}}{{Section
|sectionHeading=Prompts for the Agent Social Engagement Report
|anchor=PromptsfortheAgentSocialEngagementReport
|alignment=Vertical
|structuredtext={{{!}}
!'''Prompt'''
!'''Description'''
{{!}}-
{{!}}Pre-set Date Filter
{{!}}Optionally, select a date on which to report.
{{!}}-
{{!}}Start Date
{{!}}Choose the first day from which to gather report data.
{{!}}-
{{!}}End Date
{{!}}Choose the last day from which to gather report data.
{{!}}-
{{!}}Agent Group
{{!}}Optionally, select one or more groups from which to gather data for the report.
{{!}}-
{{!}}Agent
{{!}}Optionally, select one or more agents from which to gather data for the report.
{{!}}-
{{!}}Category
{{!}}Optionally, select one or more categories from which to gather data for the report.
{{!}}-
{{!}}Classify Sentiment Category
{{!}}Optionally, select a value to filter the report based on customer sentiment; generally positive, negative, or neutral.
{{!}}-
{{!}}Classify Actionability Category
{{!}}Optionally, select a value to filter the report based on the degree to which interactions require agent attention—their actionability.
{{!}}-
{{!}}Influence Category
{{!}}Optionally, select a value to filter the report based on the customer’s clout (amassed on social networks at the time that interactions entered or began within the contact center).
{{!}}-
{{!}}Media Type
{{!}}Optionally, select the type of media to include in the report—for example, VOICE, EMAIL, and CHAT.
{{!}}-
{{!}}Tenant
{{!}}For multi-tenant environments, optionally select the tenant(s) for which to include data in the report.
{{!}}-
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Attributes used in the Agent Social Engagement Report
|anchor=Attributes
|alignment=Vertical
|structuredtext={{{!}}
!'''Attribute'''
!'''Description'''
{{!}}-
{{!}}Tenant
{{!}}This attribute enables data within the reporting interval to be organized by tenant.
{{!}}-
{{!}}Media Type
{{!}}This attribute enables data to be organized by the interaction’s media type—for example, VOICE, EMAIL, and CHAT.
{{!}}-
{{!}}Agent Name
{{!}}This attribute enables data to be organized by certain attributes of the agent who is associated with the interaction.
{{!}}-
{{!}}Category
{{!}}This attribute enables data to be organized by the standard responses to interactions that are configured in your environment.
{{!}}-
{{!}}Classify Sentiment Category
{{!}}This attribute enables data to be organized by the characteristic of interactions that reflects the attitude expressed therein, generally positive, negative, or neutral.
{{!}}-
{{!}}Influence Category
{{!}}This attribute enables data to be organized by the customer’s clout that has amassed on social networks at the time that interactions entered or began within the contact center.
{{!}}-
{{!}}Classify Actionability Category
{{!}}This attribute enables data to be organized by the characteristic of interactions that reflects the attitude expressed therein, generally positive, negative, or neutral.
{{!}}-
{{!}}Day
{{!}}This attribute enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.
{{!}}-
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Metrics used in the Agent Social Engagement Report
|anchor=Metrics
|alignment=Vertical
|structuredtext={{{!}}
!'''Metric'''
!'''Description'''
{{!}}-
{{!}}Accepted
{{!}}The description of this metric varies according to the attributes and filters in the report query:

*Agent Attribute: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by this agent.
*Agent Group Attribute: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by agents who belong to this agent group.
*Agent and Queue Attributes: The total number of times that customer interactions or warm consultations that were distributed from this queue were accepted, answered, pulled, or initiated by this agent.
{{!}}-
{{!}}Avg Sentiment Score
{{!}}The description of this metric varies according to the attributes and filters in the report query:

*Agent Attribute: The average score reflecting the attitude expressed by customers for interactions that were handled by this agent.
*Agent Group Attribute: The average score reflecting the attitude expressed by customers for interactions that were handled by agents belonging to this agent group.
*Agent and Queue Attributes: The average score reflecting the attitude expressed by customers for interactions that were distributed from this queue and handled by this agent.

The average considers only those interactions for which a sentiment score was assigned.
{{!}}-
{{!}}Avg Influence Score
{{!}}The description of this metric varies according to the attributes and filters in the report query:

*Agent Attribute: The average score representing the clout amassed on social networks for interactions handled by this agent.
*Agent Group Attribute: The average score representing the clout amassed on social networks for interactions handled by agents belonging to this agent group.
*Agent and Queue Attributes: The average score representing the clout amassed on social networks for interactions that were distributed from this queue and handled by this agent.

The average considers only those interactions for which an actionability score was assigned.
{{!}}-
{{!}}Avg Actionability Score
{{!}}The description of this metric varies according to the attributes and filters in the report query:

*Agent Attribute: The average score, assigned to interactions that were handled by this agent, measuring the degree to which interactions required agent attention.
*Agent Group Attribute: The average score, assigned to interactions that were handled by agents belonging to this agent group, measuring the degree to which interactions required agent attention.
*Agent and Queue Attributes: The average score, assigned to interactions that were distributed from this queue and handled by this agent, measuring the degree to which interactions required agent attention.

The average considers only those interactions for which an actionability score was assigned.
{{!}}-
{{!}}}
|Status=No
}}
}}

@@ Line 13: / Line 13: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXIAgentSocialEngagement.png
+|image=HRCXIAgentSocialEngagement_2020.png
 |structuredtext=Use the ('''Agents''' folder) Agent Social Engagement Report to view detailed information about average social media scores in each configured standard response or category, for each agent and day. The report includes averaged Sentiment, Influence, and Actionability scores.

@@ Line 5: / Line 5: @@
 |Context=Analyze average social media scores for one or more agents.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator, Supervisor
 |Application=Reporting, Reporting GCXI

@@ Line 16: / Line 16: @@
 |structuredtext=Use the ('''Agents''' folder) Agent Social Engagement Report to view detailed information about average social media scores in each configured standard response or category, for each agent and day. The report includes averaged Sentiment, Influence, and Actionability scores.
-{{Repository|SampleAgentSocialEngagementReport.pdf|0cbf9db5-f3af-40d1-bbec-0dea66ad2f3f|HRCXIAgentSocialEngagementReport.pdf}}
+{{Repository|SampleAgentSocialEngagementReport.pdf||HRCXIAgentSocialEngagementReport.pdf}}
 |structuredtextwide=The following tables explain the prompts you can select when you generate the report, and the metrics and attributes that are represented in the report:
 |Status=No

PEC-REP/Current/RPRT/HRCXIAgentSclEngagmnt - Revision history

Tgilchri: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"