Support

Conversations reports help provide an overview of support engagement. Depending on rules added in the Rule management settings, some agent interactions might occur automatically. These reports record and capture data from cases created by conversations. Cases created by web form submissions are not included in the reports.

All agents


Review support agent analytics by downloading the All agents report. This report displays support agents who are considered active because they engaged with at least one conversation in one of the following ways during the requested export date range:

• Assigned to or unassigned from a case.
• Changed a case’s status to Closed.
• Added an internal note in a conversation.
• Sent the end user a message in a conversation.
• Sent the end user an Image or file in a conversation using the Attach something functionality.
• Sent the end user a prompt from the Attach something functionality in the conversation. Prompts include attaching a Transaction list, Accounts list, or Payments list.
• Sent the end user a form using Form in the Attach something functionality.

All conversations


Gain insight into case support for individual conversations by downloading the All conversations report. For a conversation to be included in the report, one of the following instances occurred during the requested export date range:

• A support agent was assigned to or unassigned from a case.
• A support agent or end user sent a message in the conversation.
• A support agent or end user sent an Image or file in the conversation using the Attach something functionality.
• An end user sent a transaction, account, or payment, or they responded to a prompt that a support agent sent from the Attach something functionality in the conversation. Prompts include Transaction list, Accounts list, or Payments list.
• The support agent sent the end user a Form to be completed using the Attach something functionality.
• The end user submitted a completed form that a support agent sent using Form in the Attach something functionality.
• A support agent added an internal note in the conversation.
• The end user responded with a message or attachment to a Closed case less than three days after closing, and the status changes to Pending.
• The support agent changed the case’s Status to Pending using the status dropdown.
• The support agent changed the case’s Status to Open using the status dropdown.
• The support agent opened a conversation by sending a message or an attachment using the Attach something functionality.
• The end user reopened a conversation by sending a message or an attachment.
• A support agent changed the conversation’s status to Closed.

What do the exported fields mean?

Based on the report, data available, and selected export date range, the following fields display in the report. In alphabetical order, the possible fields for Conversations reports include:

Assignee(s)

Every support agent that has ever been assigned to the case. If the field’s empty, the case has yet to be assigned.

Average duration (seconds)

The average time it took an agent to resolve a case. The field takes the cumulative number of seconds a case was open divided by the total number of cases replied to first and closed. If a case has been closed five times, it only considers the last time the case was closed. If a conversation has never been closed, the export time range is used to calculate the duration. If an agent wasn’t the first to respond to a conversation but was later assigned the case, the agent’s included in the report but 0 displays in the field. Note: This field takes into account an institution’s business hours set in Support hours and Holidays and closures.

Average reply time (seconds)

The average time it took an agent to respond to a conversation. The average reply time is calculated by taking the cumulative number of seconds for all conversations it took for the agent to respond divided by the total number of conversations that the agent replied to. Every time a case is renewed, each renewal counts as a “new” conversation with its own response time. An agent must be the first to respond for a response time to apply. If an agent responds to zero conversations but was later assigned a case or cases, the agent’s included in the report but 0 displays in the field. Note: This field takes into account an institution’s business hours set in Support hours and Holidays and closures.

CIF

The Customer Information File (CIF) number of the end user who started the conversation. The CIF number is assigned to end users whose banking institution uses Silverlake, CIF 20/20, or Core Director.¹ This field does not apply to credit union customers and displays as an empty value.

Conversation closed

The date and time the support agent closed the conversation. If a conversation was closed multiples times, the last closing date displays. If a case is still open, n/a displays.

Conversations closed

The total number of times the support agent set a case’s Status to Closed. If an agent repeatedly closes the same case, each closing counts as one time.

Conversation ID

A unique identifier assigned to a conversation and displays after /conversations/ in the conversation’s URL. (ex. 82e1de64-e346-44d5-948d-c9a85b4d562a). When multiple organization users are involved in a single conversation, you can easily de-dupe your data using the Conversation ID.

Conversation start

The date the end user initiated the conversation.

Duration (seconds)

The time between when a conversation started and when the support agent last closed it. If a support agent responded outside business hours, 0 displays. If a case is renewed multiple times in the export date range, this field calculates when the conversation was first started and the last time it was closed. If a case hasn’t been closed during the export date range, duration is calculated using the end of the export date range. This field takes into account an institution’s business hours set in Support hours and Holidays and closures.

Email
(All agents)


The support agent’s email address.



Email
(All conversations)


The email address of the end user who initiated the conversation.


First name
(All agents)

The support agent’s first name.



First name
(All conversations)


The first name of the end user who initiated the conversation.



Last name
(All agents)


The support agent’s last name.



Last name
(All conversations)

The last name of the end user who initiated the conversation.

NetTeller ID

If applicable, the NetTeller ID of the end user who started the conversation. This is the end user’s assigned digital banking ID for NetTeller.¹ Not every institution has NetTeller IDs assigned to end users, because some institutions migrated to Jack Henry without ever using NetTeller. Other institutions transitioned away from not using NetTeller, so end users may or may not have an ID. If this field is not applicable (empty) for all end users in the export, the column displays with with n/a for fields without an ID.

Organization ID

A unique ID assigned to an organization. The field populates when an end user starts a conversation between other end users and the financial institution.

Origination

Online or Mobile displays and indicates from which app the end user initiated the conversation.

Phone

The phone number of the end user who started the conversation.

Time to first reply (seconds)

The time it took a support agent to respond to the conversation. If a conversation’s waiting on a support agent’s initial response, n/a displays. If a case is renewed multiple times in the export date range, the field calculates when the conversation first started and the last time it was closed. If a support agent responded outside business hours, 0 displays. This field takes into account an institution’s business hours set in Support hours and Holidays and closures.

Total conversations assigned


The total number of times the support agent was assigned to a case. If an agent’s repeatedly assigned to the same case, each assignment counts as one time.

User type

Individual or Business differentiates between consumer and Cash Management users. Individual indicates consumers and Business indicates Cash Management users.

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