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User Engagement

Modified on Mon, 05 Dec 2022 at 09:07 AM

Purpose

Find out which users are engaging with the SupportLogic platform and view usage trends on users providing feedback on escalations, sentiment labeling, sentiment acknowledgment and more.



Summary

The User Engagement reports provide a quick snapshot of activity Today, over the last 7 days, last 30 days or over a custom time frame that you define.

The reports produced are intended to show general trends in usage of SupportLogic, not as a granular assessment of individual user behaviors within the application.


User Engagement Reports

Each tab provides a summary report for the activity it is named for. If no activity has occurred within the specified time frame selected, no report will appear. 


Here is a quick preview and breakdown of the first four reports by tab:




General - this tab displays the User Name, Profile, Active Time and last time they were active in the system. It is sorted by the user that has the highest amount of activity on top.


By Profile - provides daily activity segmented by Profiles defined for users in the Control Center.


By Role - provides daily activity segmented by the Roles selected by users under User Preferences.


Dashboard vs. Swarming - shows the trend for swarming behavior against the roll-up time agents spend on individual agent case resolution.



Continuing on with a preview of the last five reports and brief description of each below:


Escalation Feedback - provides a table by user indicating how many escalations predictions they have acknowledged, dismissed, and snoozed over a specified time period.


Sentiment Labeling - breaks down by user how many labels they added over a specified time period.


Sentiment Acknowledgement - provides both a line chart and table by user of the number of sentiments each has acknowledged over a specified time period.


Sentiments Report - shows a weekly summary of sentiments identified by SupportLogic and those acknowledged by users as a stacked bar chart (the small black portion of the bar indicates the number of acknowledged sentiments in the example above).


Assignment Report - provides a table of the number of cases assigned by user over a specified time period.



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