Report Number | Title | Type | Summary | Contents |
7.01 | Customer Experience Report | Summary | High-level report used by leadership inside and outside of the call center to gauge the overall performance of the contact center in meeting the customer’s needs. | Shows high level metrics broken out by BP and interaction type. |
7.02 | Customer Experience Trends | Summary | High-level report used by leadership inside and outside of the call center to gauge the contact center trends. | Graphical trend analysis of inbound volume, AHT, SL, and answer rate. |
7.03 | Contact Center Performance Report | Summary | Detailed report used by the contact center leadership to gauge their success and identify areas of opportunity. | Shows all key metrics broken out by BP and interaction type. |
7.04 | Abandoned Interactions | Detail | Provides insight into the thresholds callers waited until abandoning their interaction | Calls Queued, Abandoned and Abandoned % and Thresholds |
7.05 | Customer Experience Trends | Detail | Provides key queue metrics at a Demand Level | Shows all key metrics broken out by Demand and interaction type. |
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