Report 7.01 - Customer Experience Report

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.


Parameters:

  • Customer Database – source database

  • Time Zone - customer’s time zone by Default
  • Manual Start Date
  • Manual End Date
  • Period - Choices are Custom, Last Hour, Today, Yesterday, Last Week, This Month, Last month, Last Year, This Year, Last 7, 14, 21 or 30 Days
  • Display Language
  • Calculated Start Period
  • Calculated End Period
  • Business Process – multi-value parameter
  • Media Channel
  • Report Type – Choices are Cumulative, Hour Interval, or Quarter of an Hour Interval
  • Summary Section – Choices are None, Month to Date, and Year to Date
  • Enable Pagination


Fields:

  • Inbound Interactions - The number of inbound customer interactions that entered this BP
  • Interactions Queued - The number of interactions that entered the queue excluding any non-live calls (Callbacks or Preview Dialer calls) or any rescheduled (Callback) emails.
  • Service Level - The overall weighted % of inbound interactions that entered this BP, queued (across any channel), and achieved the intended service goal (** excludes any calls or chats that meet the Short Abandon threshold **)
  • Callbacks Requested (NonQueue) - – All other callback requests that are not Callback Requests in queue, can include but not limited to Agent created, web callback, Channel flow, etc
  • Voicemails Received - For any interactions that entered the queue, the number of callers that left a voicemail instead of speaking with an agent
  • Calls Transferred Externally - The number of interactions transferred outside ECS for handling (to a 3rd party phone number)
  • Calls Hung Up By Caller - The number of callers that hung up before reaching any final destination
  • Calls Disconnected By System - The number of calls that were terminated by an activity in the call flow
  • Average Speed of Answer - For answered interactions, the average amount of time the interaction waited before an agent answered that includes queue time and ring time
  • Calls Abandoned - For any calls that entered the queue, the number of inbound customer calls where the caller hung up before reaching any other final destination
  • Answer Rate - The percentage of inbound interactions that entered the queue and were answered by an agent (** excludes any calls or chats that meet the Short Abandon threshold **)
  • Average Talk Time - The average amount of time that callers are on the phone actively speaking with an agent
  • Callbacks Requested (Queue) - A callback created in a BP flow after the caller was in queue and selected not to continue waiting and opt for a callback
  • Max Delay - For any interactions that entered the queue, the maximum amount of time that an interaction waited prior to reaching their final destination (answered, abandoned, or overflowed)
  • Outbounds - The number of outbound calls placed outside of the organization by agents on behalf of this BP (Outgoing External Interactions)
  • Staffed Agents - the # of agents that were not in an Offline state during the time period
  • Emails Rescheduled - For any emails that entered the queue, the number of emails that were manually scheduled by an agent to be answered at a later time
  • Emails Handled - The number of emails handled by an agent. This includes both queued emails and those rescheduled by an agent
  • Emails Remaining - The number of emails that remained in the queue at the end of the customer's day.
  • Average Agent Response (Chat) - The average amount of time customers waited after they submitted a message in the chat window until the agent responded.