Why don't the data from the tracking module, the customer module, and the reporting match?
Here you will learn about:
What does the customer module show me?
What does the tracking module show me?
What do the reports show me?
I want to and am looking to measure the performance of my advisors in real time.
I want to see how many conversations are assigned to an advisor or group.
Surely you have seen that the information does not match, but why? You have to know that these 3 modules give very different information, therefore, it is totally expected that they do not show the same information or quantities.
The customer module: works as the Atom database. All the clients are there, although the quantities also vary according to the filter you use.
The creation date filter will bring everything that was created on a certain date, while the update date refers to whether any information field was modified or updated in the client's profile, but it does not necessarily mean that you interacted with the client.
The tracking module: it will show you what an advisor has ACTIVE in their inbox. So everything that has already been classified or closed will NOT appear. The quantity will also vary depending on the filters you use, whether it is Creation Date or Update Date.
The Service Level report: it will show you everything that an advisor or advisors worked on on a certain date. Regardless of whether the conversation has already been classified or not, it will show you the performance and workload of said advisor.
Examples:
I am looking to review the performance during the day (today) of an advisor:
We recommend using the Real-Time Report, which will show you the number of conversations: Incoming, Active and Closed.
You want to see how many conversations are assigned to an advisor or group
The best place to see it is the Tracking Module:
Summary:
The tracking module will show you what the advisor currently has active in the inbox so that the supervisor or administrator can take immediate actions.
The customer module will only show the customers currently assigned to an advisor and it is important to know the difference between the Update Date and Creation filter.
The Service Level report will show you the total number of conversations assigned to an advisor, regardless of whether they have already been classified or assigned to another advisor.
Now, taking into account that the 3 modules provide and show different information, it is totally expected that the numbers do not match. Everything will depend on what you are looking for in order to go to the module that will provide you with the information you are looking for.