Question
Review the previous months performance data, please identify problems and opportunities. METRIC DEFINITION Ageing (%) % of unsolved contacts older than 7 days Chat Contacts
Review the previous months performance data, please identify problems and opportunities.
METRIC | DEFINITION |
Ageing (%) | % of unsolved contacts older than 7 days |
Chat | Contacts initiated over chat |
Chat Wait Time (seconds) | Time taken to connect with a team member on chat |
Contact Ratio (%) | Contacts vs order volume |
Cost Per Contact | Total CS Costs / Total Contact Volume |
Customer Satisfaction (%) | Good customer ratings vs total (good + bad) customer ratings |
| Contacts initiated over email |
Email First Response Time (hours) | Time taken to reply to a new email |
First Touch Resolution (%) | % of contacts solved on the first contact |
Follow Up (%) | Customers who contact on a new ticket to chase an already open ticket |
Order Volume (#) | Total # of orders placed |
Productivity (/hr) | Number of contacts solved per hour |
Resolution Time (hours) | Time taken from initial contact to solving contact |
Response Rate (%) | Customer replies / original contact |
Social | Contacts initiated over social media |
Total Contacts (#) | Total # of customer inquiries received (includes initial contact + any customer replies + follow ups) |
Unique Contacts (#) | Total # of customer inquiries received (measures unique cases/issues through initial contact only) |
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