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

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)
    • Interative Voice Response (IVR)
    • Computer Telephony Integration (CTI)
    • Private Board Exchange (PBX)
CTICall ResolutionNumber of calls made by customer to solve a case
CTIAverage Handle Time (AHT)Average time spent on a call
CTIAverage Talk TimeAverage time spent talking to a customer on call (excluding hold time and other tasks)
CTICall VolumeNumber of calls within a specific period of time
CTIFirst Call Resolution (FCR)Number of cases that are resolved through a single call
IVRCall ContainmentNumber of customers who complete their tasks in the IVR (no agent involved)
IVRMisrouted CallsCalls that are routed to wrong agent due to lack of options in IVR
IVRCustomer Satisfaction (CSAT)A survey can be sent to customer via survey app or from AppExchange app
ACDAverage Speed of AnswerThe time that a call is answered by a service rep
ACDAbandonment RateNumber of calls that are hang up or disconnected before transferring to an agent
ACDService LevelThe percentage of calls answered within specific time
Example: 80/20 service level means 80% of calls that are answered within 20 seconds
OtherAverage Queue TimeAverage time spent by customer waiting in the queue before transferring to an agent
OtherAgent Schedule AdherenceAverage time per hour when an agent is available to handle calls from customers
OtherCalls per hourNumber of calls per hour
OtherCosts per callCost to handle a call
OtherCross-sell/Up-sellPercentage 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

That's it! Thanks for reading!

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