The Customer Experience dashboard captures how Customers and Agents interact with services they call.
It's important to note that for this Dashboard to work Operata needs to capture both the customers phone number and data from the cloud contact center, both are simple to configure once approved.
Overview
Summary details on the phone numbers that appear over the reporting period.
What the fields show....
Unique Customers (28 days) - The number of unique customers (based on the number they called from), trending against the prior period.
Avg. Touches Per Customer (28 days) - The number of times on average each customer has spoken to an agent over the period, trending against the prior period.
Note: if a customer calls once in the month and that call is transferred, it would count as 2 touches.
All Calls Transferred Out (28 days) - The percentage of calls transferred out, trending against the prior period.
Transferred Calls < 30 Sec. (28 days) - The percentage of calls that have been transferred within the first 30 seconds of the call, trending against the prior period.
Duration in IVR (28 days) - Average duration customers spend in the IVR, trending against the prior period.
Duration in Queue (28 days) - Average duration customers spend in the queue, trending against the prior period.
Duration Connecting to Agent (28 days) - Average agent connection time, trending against the prior period.
AHT (28 days) - Average call duration (call connected agent), trending against the prior period.
Inbound Call Wait Times [By Queue] (28 day) - A table view showing the average wait and total wait time, by queue.
Call Queues
This shows traditional call center statistics such a time in IVR, time in Queue and Average Handling Time.
The second Individual Calls tab shows the same data on a call-by call basis.
What the fields show....
Initiation (28 days) -
Queue Prefix (28 days) -
Initiation (28 days) -
Initiation (28 days) -
Call Queues (28 days) - The number and percentage of inbound calls by queue.
Call Queues (28 days) - Table view on the number of calls and average IVR, Queue, and connected to agent durations..
# Time in IVR (28 days) - Time line view showing the average duration callers spend in the IVR, with trend vs the prior period.
# Time in IVR (28 days) - Chart view showing the time in IVR by number of calls.
# Time in Queue (28 days) - Time line view showing the average duration callers spend in the queue, with trend vs the prior period.
# Time in Queue (28 days) - Chart view showing the time in queue by number of calls.
# Time Connected to Agent (28 days) - Time line view showing the average duration callers spend talking to agents, with trend vs the prior period.
# Time Connected to Agent (28 days) - Chart view showing the connected to agent time by number of calls.
Call by Queue (28 days) - Table view showing individual call details, by the longest in queue.
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