Contact Center Analytics section only consists of 5% of total score in the Salesforce Service Cloud Consultant certification exam, which is roughly 1 or 2 questions in the exam. The topics includes reporting solution with data sources, data volume and various contact center technologies as well as designing reports and dashboards. This will be a short one, so let’s get into it!
NOTE: This post is written in May 2020 and content might be changed/updated overtime. The content is inspired by focusonforce.com.
Guideline for Contact Center Analytics
- Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).
- Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Contact Center Metrics
- Some terms:
- Automatic Call Distribution (ACD)
- Interactive Voice Response (IVR)
- Computer Telephony Integration (CTI)
- Private Board Exchange (PBX)
| Category | Metric | Description |
|---|---|---|
| CTI | Call Resolution | Number of calls made by customer to solve a case |
| CTI | Average Handle Time (AHT) | Average time spent on a call |
| CTI | Average Talk Time | Average time spent talking to a customer on call (excluding hold time and other tasks) |
| CTI | Call Volume | Number of calls within a specific period of time |
| CTI | First Call Resolution (FCR) | Number of cases that are resolved through a single call |
| IVR | Call Containment | Number of customers who complete their tasks in the IVR (no agent involved) |
| IVR | Misrouted Calls | Calls that are routed to wrong agent due to lack of options in IVR |
| IVR | Customer Satisfaction (CSAT) | A survey can be sent to customer via survey app or from AppExchange app |
| ACD | Average Speed of Answer | The time that a call is answered by a service rep |
| ACD | Abandonment Rate | Number of calls that are hang up or disconnected before transferring to an agent |
| ACD | Service Level | The percentage of calls answered within specific time Example: 80/20 service level means 80% of calls that are answered within 20 seconds |
| Other | Average Queue Time | Average time spent by customer waiting in the queue before transferring to an agent |
| Other | Agent Schedule Adherence | Average time per hour when an agent is available to handle calls from customers |
| Other | Calls per hour | Number of calls per hour |
| Other | Costs per call | Cost to handle a call |
| Other | Cross-sell/Up-sell | Percentage of calls that result in a sale |
Designing Reports and Dashboards
- Example of each role’s request:
- Agent
- Work on open cases owned by the agent
- Monitor emails associated with their cases
- Reach out to accounts that have not been contacted
- Supervisor
- Find out the best performing agent based on the number of closed cases, least case resolution time, and etc.
- Identify the poor performing agents
- Reach out to open cases that need to be closed
- Manager
- Monitor the case performance of each reps
- Monitor the case volume and trend
- Identify the cases that have been escalated
- Executive
- Identify accounts that are at risk
- Check if company is reaching the target goal
- view the day-to-day operations of support teams
- Agent
That’s it! Thanks for reading!