Per-Channel Performance
Înțelege performanța fiecărui canal și optimizează mixul omnichannel.
Analytics Dimensions
Volume Metrics
- • Conversations per channel
- • Peak times per channel
- • Channel distribution
- • Growth trends
Quality Metrics
- • CSAT per channel
- • Resolution rate
- • First contact resolution
- • Escalation rate
Efficiency Metrics
- • Handle time per channel
- • Cost per interaction
- • Automation rate
- • Agent productivity
Cross-Channel
- • Channel switching rates
- • Multi-touch journeys
- • Channel preference shifts
- • Omnichannel CSAT