Customer Service Management - Advanced indicators

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Indicators included in the Platform Analytics Solution for Customer Service Management.

    For more information, see Customer Service Management - Advanced (com.snc.pa.customer_service_advanced).

    Indicator Version introduced
    CSAT Madrid
    % of cases resolved on first contact Madrid
    Exceeding Chat Target Madrid
    Exceeding Case Target Madrid
    Mean Time to Resolve Madrid
    Case Backlog Growth Madrid
    Number of Customers Impacted by Major Case Madrid
    Percentage of Child Cases which are Auto Created from Major Case Madrid
    Number of Blocked Open Cases Madrid
    Number of Unblocked Open Cases Madrid
    % of Open Cases Not Updated in 5 Days Madrid
    % of Open Major Cases Madrid
    % of Open Cases with Breached SLAs Madrid
    % of P1 Open Cases Madrid
    % of open cases that were escalated Madrid
    Percentage of Open Cases with Problem Madrid
    % of open cases with Agent Reassignment Madrid
    Percentage of Major Case Candidates Madrid
    % of open cases that were reopened Madrid
    % Open with Request Madrid
    Percentage of Closed Cases with Problem Madrid
    Percentage of Closed Cases Caused by Change Madrid
    Number of cases closed same day opened Madrid
    % of resolved cases reopened Madrid
    Percentage of Resolved Major Cases Madrid
    % of Closed Cases Re-assigned Madrid
    % of Closed Cases with Breached SLAs Madrid
    Percentage of Closed Cases with Change Madrid
    Percentage of Closed Cases with Incident Madrid
    % Closed with Request Madrid
    Agent Efficiency Trend Madrid
    Closed Cases by Agent and Account Madrid
    Percentage of Exceeding Target Task Work Items Madrid
    Percentage of Accepted Task Work Items Madrid
    Percentage of Accepted Interaction Work Items Madrid
    Percentage of Abandoned Interaction Work Items Madrid
    Number of open cases Madrid
    PCSO: Active Case Outages Orlando
    PCSO: Average Outage Duration Orlando
    PCSO: Number of Affected Install Base Items Orlando
    PCSO: Number of closed Outages Orlando
    PCSO: Number of Customers Affected Orlando
    PCSO: Number of Impacted Customers Orlando
    PCSO: Number of outages Orlando
    PCSO: Summed duration of Outages Orlando
    Case Slowest Resolution Time Rome
    Case Fastest Resolution Time Rome
    Case Slowest Response Time Rome
    Case Fastest Response Time Rome