Agent & Author Activity Reports: Learn How to Complete a Comprehensive Audit of User Actions and Activities

Better understand valuable insights into agent and author activities within the Zingtree platform. The Agent Usage Report provides a snapshot of active agents using Zingtree for calls, allowing users to identify patterns of engagement and address potential underutilization. The Agent Sessions report offers a detailed overview of agent activity, session results, and durations, providing essential data for performance assessments and improvement planning. Additionally, the Author Change Log presents a summary of tree edits, enabling quick identification of changes, tracking author activity, and facilitating audit, compliance, and quality purposes. This post includes practical suggestions for utilizing each report effectively, such as filtering by date, scheduling report deliveries, and promoting collaborative author contributions.

• Agent Usage: Agent Adoption: Shows which active agents have been using Zingtree for calls, and number of active sessions.
• Values:
• Learn who is using the trees the most, and customers would have to decipher anyone not using the trees as much as they should be.
• Suggested Actions:
• Look out for low volume of agent session in Agent Portal and/or active days
• You may filter by agent to look at individual engagement
• Agent Actions: See all Agent actions.
• Agent Sessions: See every agent-session for any given decision tree in your organization. 
• Values:
• Understand agent activity, session results (in progress, success, failure), duration and number of clicks per session
• Get an overview of the amount of time agents spent for each session as well as the average session, median duration and session count
• Can deep dive into session detail for all data collected, nodes traversed, time on each node.
• Suggested Actions:
• We recommend filtering by Agent to get a snapshot overview of the results of the calls, including the success/failure and duration of the calls.
• This is data that can be utilized for 1:1 meetings to assess performance and plan improvements. 
• We encourage the use of filtering by date, depending on whether you want to view things monthly, weekly, quarterly, etc. This allows you to see trends over time. 
• We also recommend scheduling the delivery of this report so you can receive this data in your email inbox. You can also set when you’d like to receive it.
• Author Change Log: Summary of changes made, which nodes were changed, who edited, date changed
• Values:
• Quickly identify if regular edits are being made to your trees.
• Identify the nodes that are being edited and by which author
• See what date the last edit was made to a particular tree.
• Tracks author activity in the last X days
• See what date the tree was first created.
• Suggested Actions:
• You can simply use this data to understand which trees are being modified by who
• Maybe catch wrongful edits.
• For Audit,Compliance + Quality purposes.
• You have full audit log of all changes.
• You can also see which authors have been making the most edits or contributing to your tree processes the most. If there is one clear author who is doing most of the work, then that means there’s a chance for other authors to contribute more and even out the workload.