The WhosOn OData API: ideas for custom chat reports

OData is a smart way to get specific data from one system to another. With an OData API, you can query and share data between separate applications smoothly and strategically.

Which is why we’ve made an OData API available to our WhosOn customers. Now, you can access the raw data of WhosOn and leverage that data any way you like.

And this means going beyond WhosOn’s inbuilt reporting suite. OData access to WhosOn allows you to create any number of your own custom chat reports and dashboards.

So, what kinds of reports could you set up?


Merged contact centre statistics

Your contact centre will have stats streaming in from a multitude of channels and systems. You’ve got data from your telephony system, such as call queues, call drops, call availability, etc.

Then you’ve got data from your ticketing or help desk software. Think open tickets, average resolution time, NPS and so on.

And let’s not forget your live chat channel statistics — chat volumes, wrap-up rankings, agent activity times, and many more.

Perhaps you also use custom software to report metrics on your customer service inboxes and social media channels.

Either way, all these standalone contact channels produce their own standalone statistics. This means different reports, different dashboards, and a disjointed view of contact centre performance.

OData, however, allows you to merge data sources. So, you could use the WhosOn OData API to pull chat data into your reports from other systems. This helps you create a consolidated contact centre dashboard, for a single view of performance.


Activity and KPI tracking

Perhaps you want to see how your live chat agents are performing on the fly. Rather than daily, weekly, or monthly reports, you might want to track activity as it unfolds.

Via our OData API, you could automatically pull agent activity and KPI metrics every minute or so. This data could then be used to inform custom chat reports or digestible graphical dashboards, with stats updating rapidly as the day progresses.

This then gives you a near real-time overview of how your live chat agents are performing. So, you can keep your finger on the pulse and nip any potential problems in the bud.


Campaign reports

You’re likely spending money on various digital campaigns. And typically, those campaigns will drive traffic back to your website.

Why not connect the dots between online ad spend and chat engagement?

For example, you could use the WhosOn OData API to pull data on site referrers and entry pages. Then, you can push this data into third-party reporting tools or BI systems for a report that connects marketing campaigns with live chat uptake.


Staffing forecast system

A common problem for contact centres is correctly predicting how many agents are needed to provide optimum availability against resource costs.

So, staff forecasting is another prime area for custom chat reports.

Our OData API means that you can access the necessary traffic data from WhosOn and merge it with data on website activity and call volumes, for example.

From there, you could set up a system that analyses demand for customer support across your various channels over time. This, in turn, helps you to calculate staffing needs moving forwards.


Chat frequency tables

Knowing why your customers use your chat channel is essential for effective preparation. It helps you train agents, handle chats quickly, and know which teams to allocate which resources to.

One of the more quick-win custom chat reports you could create, then, is a chat frequency table.

Here, you could pull data from your chat sessions into a third-party reporting system to generate analysis on recurring themes, topics, and chat types. You could also monitor how trends change over time, or based on seasonal events.


Ready to make your own custom chat reports?

Typically, your BI teams will create custom chat reports. We can also offer consultancy services to get your BI team up to speed with how to digest the data.

So, get in touch for assistance on making the most out of our OData API. Or, if you’re already primed, we hope you enjoy the all-new business intelligence opportunities available.


Useful links

Introducing WhosOn Data

OData developer docs

Feature explorer: custom reporting