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Technology CX Risk
Technology CX Risk

Understanding the Home Screen details and next steps

Andy Scott avatar
Written by Andy Scott
Updated this week

Technology CX Risks (28 days)

The Operata Home screen summarises four key performance metrics, with links to directly Explore Dashboard to get to launch the more detailed dashboard and Learn More to explain the fields in more detail.

  • This shows the Percentage of calls with a Technology Risk contributor over the previous 28-days and the trend vs the prior 28-day period.

  • The timeline view shows the volume and type of Technical Risk contributors over the same period (hover the graph to see the volume by type).

Technology Risks are calls that have been tagged as having a sub-optimal technical performance metric, for example poor network performance.

Why does this matter?: The IT Risk Score is the percentage of calls with IT Risk Indicators, such as network, application or equipment problems.

Proactively lower the IT Risk Score to improve customer and agent experience.Add video

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