Overview
Flex Insights offers two main ways to review and understand activity in your contact center: Standard data and Workload data. This guide will help you choose which type best fits your reporting needs, whether you're reviewing monthly aggregates or managing your team's performance during the day.
What You Need To Know
Key Terms
- Conversation: A Conversation is an interaction between a customer and the agents serving them. Each Conversation is made up of one or more Segments.
- Segment: A Segment is a single event or phase recorded in Flex Insights. It can represent many different Kinds, including "Conversation" and "Agent Status".
- Kind: Attribute that distinguishes different Segment types.
Learn more about Flex Insights data structures in the official user guide.
Standard Data
By default, data in Flex Insights is populated when the event being reported on has fully completed. Data only appears in reports after each Segment has ended, and is typically used for reviewing historical or finalized activity.
To build a report using standard data, avoid attributes that have - Workload in their name (e.g. Date)
Workload Data
Flex Insights also offers intraday reporting of agent workload. Workload reporting enables supervisors and data analysts to see which Conversations the agents spent their time working on during the day, with 15-minute interval granularity.
With Workload reporting, you can also seen how many Conversations agents worked in parallel at a specific moment. This gives visibility into how efficiently their time is used in multi-tasking environments. You can also report how much time agents spend idle.
To build a workload report, in the report builder, select attributes that include - Workload in their name. (e.g. Date - Workload)
Quick Comparison
| Question | Standard Data | Workload Data |
|---|---|---|
| What is it? | Data for completed Segments. Used in default reports. | Data for in-progress Segments. Available for custom reports. |
| When is data available? | One hour after the Segment ends, regardless of how long it lasted. | One hour after time interval ends (minimum 15 min interval). |
| What can I report on? | Information about events that have already completed. |
Granular information about agent activity in a given day. Only contains information related to agents. |
| What is it best for? | Reviewing end-of-day or past-period performance; finalized reports. | Monitoring agent and team workloads throughout the day. |
| Does it include in-progress work? | No. Only finished activities are included. | Yes, for completed intervals. |
| Anything else to know? | Provides the most accurate view of completed work, but may have delays if activities are long. |
Flexible time segmentation (15-min, 30-min, hourly, daily). Filter and segment data by agent, queue, and more. |
Additional Information
To learn more about Flex Insights and Workload reporting, refer to the following documentation: