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.