Workforce Optimization for Customer Service indicators

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

    • Indicators included with Workforce Optimization for Customer Service.

    Indicator Version
    # of cases resolved on first contact Quebec
    # of P1 cases resolved on first contact Quebec
    # of P2 cases resolved on first contact Quebec
    # of P3 cases resolved on first contact Quebec
    # of P4 cases resolved on first contact Quebec
    Average handling time for chats Quebec
    Average wait time for chats Quebec
    CSAT for chats Quebec
    CSAT for cases Quebec
    CSAT for P1 cases Quebec
    CSAT for P2 cases Quebec
    CSAT for P3 cases Quebec
    CSAT for P4 cases Quebec
    MTTR for cases Quebec
    MTTR for P1 cases Quebec
    MTTR for P2 cases Quebec
    MTTR for P3 cases Quebec
    MTTR for P4 cases Quebec
    Number of abandoned chats Quebec
    Number of chats handled Quebec
    Number of closed cases (weekly) Quebec
    Number of closed cases (daily) Quebec
    Number of closed chats Quebec
    Number of closed P1 cases Quebec
    Number of closed P2 cases Quebec
    Number of closed P3 cases Quebec
    Number of closed P4 cases Quebec
    Number of incoming cases Quebec
    Number of resolved cases Quebec
    Number of resolved P1 cases Quebec
    Number of resolved P2 cases Quebec
    Number of resolved P3 cases Quebec
    Number of resolved P4 cases Quebec