Customer Calls that exceeded SLA

This is about the actual time a customer spent talking with a CSR, over the phone or chat window


  • These dashboards (CX, UX, PX,...) are preconfigured, and configurable. you can add/remove any of the portlet, fields, values on any of these dashboard, define drilldowns, etc - below metrics are some of the new metrics we now deliver OOTB/preconfigured but these are just examples, you can then slide and dice these metrics in anyway you like)
  • The above CX Metric has been achieved via different ways/configuration (depending the client's technologies, data sources and requirements).