General analytics

General analytics metrics includes:
  1. 1.
    Response time: the amount of time it takes for an agent to respond to a customer's inquiry.
  2. 2.
    Resolution time: the amount of time it takes for an agent to resolve a customer's inquiry.
  3. 3.
    First contact resolution rate: the percentage of customer inquiries that are resolved on the first contact with an agent.
  4. 4.
    Customer satisfaction: a measure of how satisfied customers are with the service they received.
  5. 5.
    Number of inquiries: the number of customer inquiries received in a given time period.
  6. 6.
    Agent productivity: a measure of how efficiently and effectively agents are handling customer inquiries.
  7. 7.
    Duplicate Conversations: the number of customer conversations who contact customer service multiple times within a given time period.
  8. 8.
    Channel distribution: a breakdown of the different channels (e.g. phone, email, chat, social media) customers are using to contact customer service.