Live Experience Metrics Explained

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Oracle Live Experience provides detailed reports that tracking a variety of metrics that let you see at a glance how your volume of engagements is trending, how your team is performing, and monitor the satisfaction level of your customers. You can draw a variety of conclusions from different metrics. For example, if you see that customer's average wait time for an associate is abnormally high, it may mean that your associates are spread too thin. Likewise a high engagement duration might mean that your associates don't have the necessary information they need to service customer requests. In addition, you can access a variety of helpful filters which let you view your data from multiple angles to gain insights on trends, growth, and performance.

To access reports, open the Live Experience Admin Console. Go to either:

  • https://live.oraclecloud.com/ui?tenant=your_tenant_name

    or, for EMEA customers

  • https://emea.live.oraclecloud.com/ui?tenant=your_tenant_name

From the navigation menu, click Reports.

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View, Filter, and Sort Engagement Information

Using the Reporting Period controls, you can view engagement data over various pre-defined periods of time, from one week to three months, as well as custom time periods encompassing any dates you like. You can also choose to report on all or only specific applications (for details on Live Experience applications, see Manage Your Applications).

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If you choose the Past Week reporting period, it will show the metrics for the last 7 days excluding today. Similarly, if you choose Past Month, it will show the metrics from the 12:00 am on the same date last month to 11:59 pm of the previous day. You can see the current day's key metrics in the real-time dashboard. See Monitor Metrics that Matter to You at a Glance for more information.

You can see key engagement metrics including an indicator comparing the metrics for the current reporting period to those of the previous. For example, for weekly reports, the % figure might represent the growth or decline in the number of total engagements compare to the last week. In the figure below, total engagements are way up, while average engagement duration is down.

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Track Your Customer Engagement Trends

Live Experience lets you dig even deeper into your customer engagements letting you identify trends that may indicate developing problems, and adjust your customer service resources accordingly. For example:

  • You can track the number of engagements per device type.

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    In the above example, one platform is greatly favored over another (Android far outstrips iOS), perhaps meaning that customers are finding one of your particular app platforms less functional.

  • You can track engagements by operating system version, which can help you prioritize support resources.

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    In the graph above, engagements are being generated by Android 7.1 devices at almost 5 times the rate of iOS devices of any version.

  • You can identify which locations in your app are generating the most engagements.

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    When you add Live Experience to your client app, you can tell Live Experience where the user is in your app by providing a value for the App Location context attribute. When you do this, you are able to track where in your application your users are choosing to engage with you. For instance you might have an application location for product information, one for product support and another for product purchase and checkout. Using the Engagements Per App Location graph, you can identify at which points in your app your customers are choosing to engage with your associates.

For more details on integrating Live Experience into your own app, see the following articles:

Keep an Eye on Customer Satisfaction Metrics

After an engagement ends, you can ask a customer to rate call quality, using a simple bad, good, or excellent scale. If call quality monitoring is enabled, you can see the average call quality ratings for the time period you've selected. You can also click on any data point on the graph to get the actual number customers who rated calls Bad, Good, or Excellent.

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For information on enabling call quality rating for your applications, see Enable Engagement Quality Metrics.

Track the Most Engaging Digital Channels

Using the Engagements per Channel graph you can see details on which digital channels your users prefer. Note that a single engagement can be associated with one or more channels.

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Gain Insights into Team Performance

The team performance reports give you visual insights on how your Live Experience teams are performing over time.

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At the top of the report page, you can change and set the Reporting Period and Team controls to set a reporting time frame and filter by teams.

Team reporting can show you how particular teams are performing so that you can identify any support trends and improve the quality and efficiency of your engagements.

At the bottom of each metric card are indicators that show relative performance in relation to the previous time period. Note that this report combines the data of your associates across all of the teams they're members of. For instance, if Tom is a member of both the Support team and the Sales team, Tom's engagements appear in the reports for each team.

Balance Your Team Resourcing

The Associate Activity graph shows you how often your associates are engaged with customers.

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Based on that data, you can determine whether your associates are over or under-utilized and prepare for growth in engagement volume.

Using the Associate Utilization sub graph, you can pinpoint the dates on which your associates have been busiest.

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Associate Utilization can tell you when it might be most advantageous to staff up your associates, or, likewise cut back.

Monitor Team Responsiveness

A critical metric when you're evaluating your support channels is responsiveness. Live Experience lets you monitor both the average engagement duration as well as the average response time per engagement.

If your average engagement time is high or trending higher over time, it may mean that your team is becoming less efficient in handling issues and require further training or additional engagement data.

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For instance, looking at the graph above, it may be that February 23rd saw an influx of new associates who were just getting acclimated to your systems.

In concert with engagement duration, average response time is a valuable measure for determining resourcing levels.

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The graph above shows a higher than normal response time spike on Feb 21st which might point to system problems or a resourcing issue.

Review Team Member Performance

In addition to all of the aggregate data Live Experience tracks, you can also zero in on the performance metrics for individual team members.

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Using the individual associate metrics you can easily identify which team members are performing exceptionally well as well as those who would benefit from further training.

You can also search for and select specific associates so that you can compare them side by side.

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