Admin

this documentation provides a structured overview of key functions performed on the admin portal related which includes role management, journey configurations, and mis reporting for institutions utilizing video kyc processes let's deep dive into the details 1 role management 1 role management function creating and managing roles such as admins , managers , and agents steps login to the admin portal navigate to left side bar select among to create new roles 2 flows and vkyc journey configuration 2 flows and vkyc journey configuration function creating and configuring flows and vkyc journey journey type selection assisted vkyc or assisted + unassisted steps login to the admin portal goto the settings create a flow or select the default flow on the left side bar select the vkyc type configure the journey 3 3 mis mis report generation function generating management information system (mis) reports steps locate the mis reporting feature in the admin portal generate reports to track and analyze system performance and user activities there are three types of report which we can download raw data raw data report report the raw data report includes detailed information about each call and the associated activities during the video kyc process it contains data points such as the merchant's name, email, phone number, call status, session details, internet speed, location information, device details, call duration, feedback submission, and more this report provides a comprehensive overview of individual call interactions, facilitating analysis and tracking of the video kyc process at a granular level column description name name of the merchant username username of the merchant email email id of the merchant phone phone number of the merchant flow name the name of the flow configured in the admin portal flow type it will have any of the two values ‘assisted’ or ‘unassisted assisted’ status status of the call completed status can be of 5 types successful, unsuccessful, dropped, missed, rescheduled sub status sub status of the call, it further defines the reason for the status of the call for eg if the status of the call is dropped, sub status can be "customer dropped due to multiple sessions", "customer dropped from instructions page", "customer dropped from queue page" and so forth scheduled session url if customer rescheduled the call then rescheduled call url will come up scheduled date & time the date and time that customer has opted to reschedule vkyc landing date and time exact landing date and time when the user lands on instruction page to start the vcip procedure will be recorded call start date and time exact date and time when the call is connected call end date and time exact date and time when the call is ended duration duration of the call when call gets connected this is the time taken by the re agent to complete the call feedback submission date and time exact date and time when final feedback is submitted by the re agent session id session id of the call if generated call id call id of the link latitude latitude of the merchant’s location longitude longitude of the merchant’s location complete address (pii data) complete address of the merchant state state of the user city city of the merchant location pin code pin code of the merchant location country country of the merchant vpn detected this column will have two values true/false ip address ip address of the merchant isp registered address isp registered address device name device name of the merchant operating system software name (android/ios/windows/mac/linux) operating system version version of the software device type device type could be desktop/ smartphone browser name name of the browser browser version version of the browser actual wait time wait time of the merchant before the call fot connected agent productivity report agent productivity report this mis report provides two reports to get an indepth view of the agents productivity overall agent analysis overall agent analysis agent analysis agent analysis overall agent analysis the metrics outlined in the report offer valuable insights into agent productivity at a glance, focusing on call handling efficiency and overall performance this data empowers administrators to make informed decisions, enhance agent productivity, boost customer satisfaction, and optimize the video kyc process for improved results it also provides a clear overview of agent productivity, call handling effectiveness, and areas that may require enhancement we get following metrics in this report column description from date from date selected from the portal to date to date selected from the portal total number of agents logged in total number of new agents logged in within this date range total number of calls agent received total number of video calls received in this date range (this will include all the calls that has been reached till agent even though agent missed that call) total number of calls agents picked up total number of video calls which got connected that is re agent has picked up the call total number of successful calls total number of call id whose status is successful , ie the callback is successfully sent total number of unsuccessful (technical failure) calls total number of call id whose status is unsuccessful (technical failure) calls, ie the call got connected but somehow callback is not sent because of technical reason total number of unsuccessful (user actions) calls total number of call id whose status is unsuccessful (user actions) calls , ie the call got connected but got disconnected because of unexpected user behavior total number of missed calls total number of call id whose sub status is ‘agent missed to pick up the call’ , ie agent receive the incoming call notification but agent missed to pick up and call went for complete 45 sec (configured grant time) total time spent online total time spent by all the agents online it will be addition of time spent online by individual agents (hh\ mm\ ss) total time spent on call total time spent by all agents on call that is, actual time agents were on call (hh\ mm\ ss) agents analysis it includes information such as the agent's name, username, email, phone number, call details (start and end times, duration), location data, device information, feedback submissions, and specific events during the interactions the report captures various statuses like customer drop off, missed calls, incompatible browser detection, and more it also records the processes followed during the interactions, including landing page visits, instructions page interactions, call dequeuing, and feedback submissions overall, the report offers a comprehensive overview of agent activities, customer interactions, and system processes during the recorded sessions column description date date of the recorded activity username of the agent unique identifier for the agent mail id of the agent email address of the agent first login time of the agent exact time of the agent log in for the first time on the day should be recorded (hh\ mm\ ss) last logout time of the agent exact time when agent did the last log out on the specific day that should be recorded too (hh\ mm\ ss) skilltags the skilltag of the agents will be displayed total time spent online total time spent by the agent online on the day total time spent on call total time spent by the agent on call on the day total number of calls agent received total number of calls agents received on their portal (successful + unsuccessful + missed) total number of calls agents picked up total number of video calls which got connected is that the re agent has picked up the call total number of successful calls total number of calls id taken by the particular agent whose status is successful successful call > number of calls for which callback is successfully sent total number of unsuccessful (technical failure) calls total number of call id taken by the particular agent whose status is unsuccessful (technical failure) total number of unsuccessful (user actions) calls total number of call id taken by the particular agent whose status is unsuccessful (user actions) total number of missed calls total number of call id whose substatus is ‘agent missed to pick up the call’ average time taken by agent to complete the successful calls this is calculated on the basis of (sum of duration of all successful calls/ total number of successful calls) \[00\ mm\ ss] scheduled calls report scheduled call reports provide insights into the scheduling aspect of video kyc sessions these reports capture data related to rescheduled calls, scheduled date and time, average internet speed, banker details, queue position, online bankers, initial queue position, and other relevant scheduling information by analyzing these reports, administrators can track scheduled call activities, monitor rescheduling trends, and optimize the efficiency of the video kyc scheduling process column description call id call id of the user username username of the user scheduled session url scheduled session url to start the video kyc scheduled date & time scheduled video kyc data and time getting help getting help if you have any questions, need clarification, or have suggestions to enhance our documentation or services, please don't hesitate to contact us reach out to us at help\@signzy com