D02 Thresholds
The Thresholds dashboard summarizes, for each customer service channel, the agreed-upon performance levels per store.
Filters
The filter pane for this dashboard includes the following filters.
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Date: choose a time frame for this dashboard's data
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Seller Name
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Store Name
Data Items
Phone Thresholds
This table summarizes thresholds for customer service phone calls.
|
Column |
Description |
|---|---|
|
Store Name |
The store, as identified in Radial's systems. |
|
Date |
The calendar date for this table row's data. |
|
Period Type |
The type of period, for example, Peak or Non-Peak. |
|
Call Abandon Threshold |
The target for the maximum percentage of calls abandoned by customers before reaching an agent. |
|
Call Short Abandon Threshold (S) |
A number of seconds to define a short abandon period. If a customer hangs up during this short period, the call is not counted toward the abandon threshold percentage. Calls abandoned before this threshold are counted in gross abandoned calls but are not counted in net abandoned calls. |
|
Call ASA Threshold (S) On Date |
The target for average speed to answer, in seconds. |
|
Call SLA Threshold |
The target for the percentage of calls that meet the ASA threshold. |
Chat Thresholds
This table summarizes thresholds for customer service chat.
|
Column |
Description |
|---|---|
|
Store Name |
The store, as identified in Radial's systems. |
|
Date |
The calendar date for this table row's data. |
|
Period Type |
The type of period, for example, Peak or Non-Peak. |
|
Chat Short ABN Threshold (S) |
A number of seconds to define a short abandon period. If a customer abandons the chat during this short period, the chat is not counted toward the abandon threshold percentage. |
|
Chat ASA Threshold (S) |
The target for average speed to answer, in seconds. |
|
Chat SLA Threshold |
The target for the percentage of chats that meet the ASA threshold. |
Email Thresholds
This table summarizes thresholds for customer service email.
|
Column |
Description |
|---|---|
|
Store Name |
The store, as identified in Radial's systems. |
|
Date |
The calendar date for this table row's data. |
|
Period Type |
The type of period, for example, Peak or Non-Peak. |
|
Email Response Time Threshold (H) |
The target, during this time period, for the maximum number of hours to answer an incoming email. |
|
Email Service Level Threshold |
The target for the percentage of email responses within the ASA threshold. |
SMS Thresholds
This table summarizes thresholds for customer service SMS text messages.
|
Column |
Description |
|---|---|
|
Store Name |
The store, as identified in Radial's systems. |
|
Date |
The calendar date for this table row's data. |
|
Period Type |
The type of period, for example, Peak or Non-Peak. |
|
SMS ASA Threshold (H) |
The target for response time, in hours. |
|
SMS SLA Threshold |
The target for the percentage of SMS interactions that meet the ASA threshold. |
Social Thresholds
This table summarizes thresholds for customer service interactions on social platforms.
|
Column |
Description |
|---|---|
|
Store Name |
The store, as identified in Radial's systems. |
|
Date |
The calendar date for this table row's data. |
|
Period Type |
The type of period, for example, Peak or Non-Peak. |
|
Social ASA Threshold (H) |
The target for response time, in hours. |
|
Social SLA Threshold |
The target for the percentage of social interactions that meet the ASA threshold. |