Automation Reports

This is a brand-new category of reports, released August 2024. Got thoughts or feedback? We’d love to hear about it.

Quick links in this article:

1 Key definitions | 2 Explore your automation data

With this collection of reports, you’ll be able to explore the impact automation is having on your contact centre. This article will explore the tiles available, and how to set them up on your own Gnatta domain.

Introducing Automation Reports in Gnatta Reporting!

Key definitions

There are 12 tiles available in this reporting category. They are:

Automated messages
- + by channel
- + by queue
Automated interactions
- + by channel
- + by queue
Fully automated interactions
- + by channel
- + by queue
Semi-automated interactions
- + by channel
- + by queue

In Gnatta, messages and interactions are different things! An interaction is a collection of messages and conversations with a customer around a single issue. A message is a single piece of communication belonging to a single conversation - such as an individual text message.

There are three primary definitions to keep in mind with these reports.

Automated- refers all messages or interactions that have, at any point, entered an automated state. This will include both fully and partially automated counts, and any interactions that haven’t yet been closed.
Fully Automated - refers to interactions that were passed straight from an automated to a closed state, without an agent’s intervention.
Semi-Automated - interactions that were automated and assigned/queued before reaching a closed state.

Explore your automation data

To take a look at your own automation data, let’s start with creating a brand new report (to keep your data separate from existing operational reports). Navigate to Reporting in your Gnatta domain, and create a brand new report.

Create a new automation report to store your new data

Next, find Add Tile in the top right, and set the category to Automation. This will list all of the automation tiles currently available.

We’re going to start by adding an Interactions Automated tile - so we can see how many interactions in our domain have been in an automated state (regardless of how they were resolved!). Because we’re not slicing the data by channel or queue, we’re going to create it as a line chart so we can see how the data trends over time.

Be sure to set the report date range, channels and queues appropriately!

If we wanted to see that same data, but split by channels, then we’d need to add the Interactions Automated by Channel tile. We’re going to create this one as a bar chart so it’s really easy to see the proportions between channels.

Change the frequency of the data points on your tiles to get a better visual, depending on your use case. We’re going to change ours to monthly, as follows.

If you want to drill right down into the data, you can use the three-dot option menu next to a tile to view the interactions or export your data.

Finally - remember to save your report and any changes you’ve made to the filters and data range will stay put, so you can come back to your new report whenever you like.