Video Call Statistics
As with any of the AMP connected communications channels Video Call statistics are important success metrics.
Technically Video Call is considered to be a channel, just like Live Chat, Whatsapp, SMS and FB Messenger. Hence it is reported that way.
We are continuously expanding our reporting capabilities.
Currently we are working on surfacing the following Video Call data points.
Version 1: Sharing and joining
The first version of our reporting will be to extend the Platform Usage report with data on the Video call Channel utilization. By reporting the following events.
- Event 1: Video call link is shared by Agent
- Event 2: Video call is joined by contact
- Event 3: Agent joins
Version 2: Session data*
As a next step we are aiming to surface data on the video call session themselves:
Event 4: Session start
Event 5. Session end
Event 6: Session is recorded
Event 7: Screenshare initiated
Note: * The feasibility of this extension is still under investigation.