Customer Experience Risks (CX Risk) are a measure that highlights elements of a call that are likely to cause an negative impact to the end customer experience.
Operational CX Risks - Highlighting items of a non-technical nature, often controlled by contact center staffing or the agent themselves.
Operata rates risks based on the likelihood that they cause issues.
Note: The Risk for each call measured against each of the criteria below in sequence, with only only one Risk tagged per call.
High Level CX Operational Risks
No Media: No Media Collected (Agent data but no media).
Short Call (<15 Secs: Answered Inbound/transferred call with a duration of 15 seconds or less.
Long Call (60+ mins): Call lasted more than 60 minutes.
High Hold/Mute: The customer was on hold/agent on mute for more than 4 minutes and more than 20% of the call.
High Queue (8+ mins): The customer was waiting in the queue (not IVR) for more than 8+ minutes.
One-way audio: No agent or customer audio for the entire call.
Medium Level CX Operational Risks
Short Call (<30 Secs: Answered Inbound/transferred call with a duration of 30 seconds or less.
Long Call (40+ mins): Call lasted more than 40 minutes
High Hold/Mute: The customer was on hold/agent on mute for more than 3 minutes and more than 15% of the call
High Queue (5+ mins): The customer was waiting in the queue (not IVR) for more than 5+ minutes
If a call does not meet any of these criteria, its CX Operational Risk score will be counted as Low.