Queue Performance Digital
Updated
The Queue Performance Digital report in Sprinklr provides insights into the efficiency of managing digital customer interactions, such as chat, email, and social messaging. It tracks key metrics like service levels, response times, and abandonment rates, helping evaluate how well customer queries are handled. The report also highlights agent workload, response and resolution times, and abandonment rates, offering a detailed view of agent performance and digital queue management. This data helps optimize digital support processes, reduce response times, and improve overall customer satisfaction.
Scenarios in which Queue Performance Digital Reports are used:
Monitor Response Times: Track how quickly customer inquiries are addressed across different digital channels, ensuring timely support.
Analyze Abandonment Rates: Identify trends in call or message abandonment, helping to pinpoint areas for improvement in customer engagement.
Measure Agent Performance: Assess agent response times, resolution times, and the volume of interactions handled, optimizing agent allocation and performance.
Evaluate SLA Compliance: Ensure that service level agreements (SLAs) are met by monitoring the percentage of interactions resolved within the set timeframes.
Identify Queue Bottlenecks: Pinpoint issues in the queue management process, such as high wait times or long response delays, to streamline the workflow and improve customer experience.
Dashboard Sections
The Dashboard Sections are divided into 3 sections:
Live Chat: The Live Chat Queue Summary is a report or dashboard that provides an overview of the live chat interactions within a specific period. It typically includes key metrics such as the number of active chats, waiting times, response times, and the number of chats handled by each agent. This summary helps monitor the performance of the live chat system, track agent efficiency, and identify areas for improvement in customer service.
Email: The Email Queue Summary provides an overview of emails in a support queue, including metrics like assignments, response count, response time and handle time. It helps monitor email management efficiency and identify delays or bottlenecks.
Social: A social channels queue summary provides an overview of interactions, including offers, assigned and unassigned interactions, service levels, and abandonment rates. It helps track the status of customer inquiries and responses, ensuring efficient management and timely resolution across social media platforms.