Report 7.02 - Customer Experience Trends

High-level report used by leadership inside and outside of the call center to gauge the contact center trends.


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 Type
  • Period Delimiter – choices are hour, day, week, or month. This determines the level of granularity of the x-axis.


Fields:

  • Queued Calls - The number of calls that entered the queue excluding any non-live call (a caller didn't initiate that interaction) such as Callbacks or preview dialer calls.
  • Service Level - The percentage of inbound customer calls that entered the queue and were answered by an agent within the specified goal (seconds).
  • Answer Rate - The percentage of inbound customer calls that entered the queue and were answered by an agent
  • Average Wrap-Up Time - For answered calls, the average amount of time that agents spent in Wrap Up
  • Average Hold Time - For answered calls, the average amount of time that agents spent with callers on Hold
  • Average Talk Time - For answered calls, the average amount of time that agents were actively speaking with callers
  • Average Speed of Answer - For answered calls, the average amount of time a caller waited before an agent answered that includes queue time and ring time
  • Queued Emails - The number of emails that entered the queue excluding any "rescheduled" (or Callback) emails
  • Backlog - The number of emails that remained in the queue at the end of the customer's day
  • Average Email Time - The average amount of time an agent spends on an email response
  • Queued Chats - The number of web chats that entered the queue
  • Average Chat Time - The average amount of time an agent spends on an email response