R01 Customer Experience Summary

Filters

The filter pane for this dashboard includes the following filters.

Activity Date: specify a range of dates for this dashboard's data
Seller Name
Store Name
Contact Type: for example, Call, Chat, Email

Data Items

The Customer Experience Summary report provides a summary of customer experience (CX) metrics for each store, organized by time period and data source.

Additional hidden columns are available to display in this report. For instructions, see Hide and Show Table Columns. In the default view, the columns listed below are displayed.

Column	Description
Store Name	The store for the customer contact.
Source	The source system for this row's data.
Period	The time period for this row's data.
Chat Contact	The number of customer contact events that occurred through chat.
Email Contact	The number of customer contact events that occurred through email.
Phone Contact	The number of customer contact events that occurred through phone call.
SMS Contact	The number of customer contact events that occurred through SMS text message.
Social Contact	The number of customer contact events that occurred through social platforms.
Total Contact	The number of customer contact events that occurred through all channels combined.
Radial CX Model	Radial Customer Experience (CX) Model is Radial’s overall customer experience metric. This score is a measure of satisfaction throughout the customer journey.The Radial CX Model measures the voice of the customer, using data points derived from language syntax, metadata, call flow, acoustics, and emotion. The score range is 0 to 100, where higher numbers indicate better results.
Radial CX FCR	Customer Experience First Contact Resolution (FCR) measures the contact back rate. Phone number and contextual language indicators are used to determine the percentage of customer issues that are resolved during the customer's first contact.
Radial CX Loyalty	Customer Experience Loyalty measures the customer's loyalty to the brand. This is derived from the customer's positive brand statements or the negative presence of churn language.
Radial CX Satisfaction	Customer Experience Satisfaction measures the overall satisfaction (on a % scale) the customer felt throughout the contact. This value is measured through absence of anger, disappointment, escalation, frustration, and profanity as indicated by emotion, acoustics, and language.
Radial CX Effort	Customer Experience Effort measures (on a % scale) the effort a customer must apply within a contact to reach resolution. A lower score means that the customer was required to apply more effort to aide in resolution. Hold/transfer rate decreases the customer effort score, and repetition does also. Acoustic indicators of silence or agitation lower this score as well.
Avg Positive Sentiment	A measure of customers' average positive sentiment expressed during the contact.
Avg Negative Sentiment	A measure of customers' average negative sentiment expressed during the contact.