D01 Contact Reasons Summary
The Contact Reasons Summary dashboard displays a summary of what led customers to initiate contact through all of the customer service channels.
Filters
The filter pane for this dashboard includes the following filters.
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Date: specify a range of dates for this dashboard's data
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Seller Name
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Store Name
This dashboard also include some filters in the main content pane. See below for more information on these filters:
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Contact Type
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Source System
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Contact Origin
Data Items
Phone Calls Handled
The total number of calls in which an agent spoke to a customer.
Contacts Per Order shows the ratio calculated as the number of phone contacts divided by the number of orders.
Chats Handled
The total number of chat sessions in which an agent interacted with a customer.
Contacts Per Order shows the ratio calculated as the number of chat contacts divided by the number of orders.
Emails Handled
The total number of incoming emails that received a response.
Contacts Per Order shows the ratio calculated as the number of email contacts divided by the number of orders.
SMS Handled
The total number of SMS sessions in which an agent interacted with a customer.
Contacts Per Order shows the ratio calculated as the number of SMS contacts divided by the number of orders
Social Handled
The total number of social platform interactions between customers and agents.
Contacts Per Order shows the ratio calculated as the number of social contacts divided by the number of orders
Rank
Enter a number of top contact reasons to graph, then click Apply Rank. The default is 10.
Onscreen Filters
Three key filters for this dashboard are included in the main content area. For filters in the regular Filter Pane, see the Filters section above.
Contact Type: Use this drop-down menu to select one or more contact types. The dashboard refreshes to show only data for the selected contact types.
Source System: Use this drop-down menu to select one or more systems providing contact data. The dashboard refreshes to show only data from the selected systems.
Contact Origin: Use this drop-down to select one or more points of origin that contacts could be tagged with. The dashboard refreshes to show only data for contact from those points of origin.
Top Contact Reasons
This bar chart shows the number of contacts for each of the top contact reasons.
Top Contact Reasons by Channel
This table shows the top contact reasons for each channel.
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Column |
Description |
|---|---|
|
Contact Reason Description |
A code that indicates the contact reason. |
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Contact Type |
The channel through which the contact occurred. |
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Contact Count |
The total number of contacts for this reason in this contact type. |
|
Rank |
The contact reason's rank among the top contact reasons for the contact type (channel). |
Top Dispositions
This bar chart shows the number of contacts for each of the top disposition codes.
Top Dispositions by Channel
This table shows the top dispositions for each channel.
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Column |
Description |
|---|---|
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Disposition |
A code that indicates the outcome of the customer contact. |
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Contact Type |
The channel through which the contact occurred. |
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Contact Count |
The total number of contacts for this disposition in this contact type. |
|
Rank |
The disposition's rank among the top dispositions for the contact type (channel). |