General analytics

General analytics metrics includes:

  1. Response time: the amount of time it takes for an agent to respond to a customer's inquiry.

  2. Resolution time: the amount of time it takes for an agent to resolve a customer's inquiry.

  3. First contact resolution rate: the percentage of customer inquiries that are resolved on the first contact with an agent.

  4. Customer satisfaction: a measure of how satisfied customers are with the service they received.

  5. Number of inquiries: the number of customer inquiries received in a given time period.

  6. Agent productivity: a measure of how efficiently and effectively agents are handling customer inquiries.

  7. Duplicate Conversations: the number of customer conversations who contact customer service multiple times within a given time period.

  8. Channel distribution: a breakdown of the different channels (e.g. phone, email, chat, social media) customers are using to contact customer service.

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