General analytics
General analytics metrics includes:
Response time: the amount of time it takes for an agent to respond to a customer's inquiry.
Resolution time: the amount of time it takes for an agent to resolve a customer's inquiry.
First contact resolution rate: the percentage of customer inquiries that are resolved on the first contact with an agent.
Customer satisfaction: a measure of how satisfied customers are with the service they received.
Number of inquiries: the number of customer inquiries received in a given time period.
Agent productivity: a measure of how efficiently and effectively agents are handling customer inquiries.
Duplicate Conversations: the number of customer conversations who contact customer service multiple times within a given time period.
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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