Number of times Customer Calls got transferred (in avg, worst cases, etc)

This is the number of times a Customer Call got transferred to a CSR, to help identify and address noneffective customer support (in addition to the detection, analysis of any technical issues and replay of a user session/chat with a customer)

Reminders:

  • 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).