Customer Care

Dashboards and reports for Customer Care are organized under the following headings:

• In the 00 Executive Dashboards menu:
  • D01 Recent Metric Summary
  • D02 Thresholds
• In the 01 Phone menu: D01 Phone Summary
• In the 02 Chat menu:
  • D01 Chat Summary
  • D02 Chat Bot
• In the 03 Email menu:
  • D01 Email Summary
  • D02 Email Service Level
  • D03 Email Backlog
  • R01 Email Service Level Details
• In the 04 SMS menu: D01 SMS Summary
• In the 05 Social menu: D01 Social Summary
• In the 06 Contact Reasons menu: D01 Contact Reasons Summary
• In the 07 Metric Summary menu: D01 Metric Summary
• In the 08 Requests menu: D01 Requests
• In the 09 Secure Submit menu: D01 Secure Submit
• In the 10 IVR & VIVR menu:
  • D01 Visual IVR Metrics
  • D02 IVR BOT
• In the 11 Customer Experience menu:
  • D01 Customer Experience
  • D02 Quality Assurance
  • R01 Customer Experience Summary