- This report provides insights into various aspects of the customer experience, satisfaction, and behavior.
- This is included in reports to track performance, identify areas for improvement, and make data-driven decisions.
Below are the items available in this report:
- Average Response Time - This KPI indicates the average time taken by an agent to answer an incoming call from the customer.
- Abandoned Rate - (The percentage of customers who disconnect or abandon their request before reaching an agent. It also includes the wait timeout and failed scenarios.) ➗ (The total number of conversations)
- <5 minutes conversations - This includes the number of conversations where the agents have handled the conversation in less than 5 minutes. It includes both handling and wrapping up time.
- For example, if a supervisor notices an increase in the percentage of "<5 minutes Conversations", the supervisor can recognize the repetitive nature of these short conversations and explore opportunities to implement automation - like a chatbot handling straight forward queries, updating FAQ, etc.
- Average CSAT - It indicates the average score derived from Customer feedback (CSAT) in the conversations.
- For example, if a supervisor notices a decline in the "Average CSAT" score, the supervisor checks the comments left by the customers and understands that longer response times is causing this problem.
- The supervisor then identifies the area where the team needs additional training. This could improve response times and enhancing product knowledge.
- Average Response Time - This chart displays the trend of average response time per channel.
- For example, if a supervisor notices an increase in the "Average Response Time" for live chat, the supervisor analyses and finds out that there is an unexpected surge in chat volume due to a new product launch. Hence, the current number of chat agents is insufficient to handle the increased volume during peak hours and is struggling to maintain the usual response time standards.
- To control this situation, the supervisor makes an immediate adjustment by reallocating agents from other channels or scheduling additional chat support staff during peak times.
- Wait Time before Abandonment - This chart presents the trend of total waiting time before conversation gets abandoned per channel.
- Call Transfer - The chart shows the trend of the total number of conversations transferred along with the transferred rate.
- Abandoned Conversations - This chart exhibits the trend of abandoned conversation and abandoned rate per channel.
- Conversations by Disposition - This chart depicts the pattern of conversations based on the disposition/sub-disposition assigned at the wrap-up. If sub-dispositions were used to conclude a conversation, they would also be displayed in the tooltip.
- For example, if there is a Disposition "Query Answered" with a Sub-disposition "Resolved", the same will appear when you hover over the displayed data.
- It would appear as Query Answered/Resolved.
- Conversations per Direction - This chart shows the trend of conversations based on direction.
- Conversations Duration - This chart shows the conversations based on the total conversation time which is in different buckets - 0 mins, 1 min or less, >1mins & <5mins and >5mins.
- CSAT - This chart shows the CSAT %
- Conversations - This table includes information about the conversations handled by the agents - contact details, channel used for conversation, handle time, wrap up time, etc.