Customer Experience

The Abandoned Calls in IVR report can help you understand where Customers are leaving your Interactive Voice System (IVR). Use this information to optimize and improve your IVR. Understand the basics When to use the Abandoned Calls in IVR re...

The Auto Throttle Missed Conversations report can help you make staffing decisions for the Chat Channel. By using the Throttled Users data, you can understand how many more Customers you could have helped on the Chat Channel if you had additional s...

The Customer Satisfaction (CSAT) report analyzes feedback collected through your integrated Customer Satisfaction (CSAT) and Net Promoter Score (NPS) survey partners, such as SimpleSat , Medallia Connect (Stella) , Delighted , and similar pla...

Use the IVR Report , which provides insight into their IVR’s performance, as well as which Topics were trending over a selected period Once you are on the Reports page, click on IVR under the Customer Experience category from the reports li...

This Payment Summary report can help you understand the aggregated value of Chat Payments requested from Customers, including the status of reach request made. How data in the report is measured The report is measured by the following: ...

The Proactive Voice Summary report can help you understand the volume of outgoing calls made over a specified period of time. This can also help you understand those calls' outcomes, like if the Customer answered or if no one picked up. How dat...

The Topics report lets you see the top reasons why your Customers were contacting you. When using the report filters, you can pick up to 40 Topics at the same time to generate a report. The Topics report consists of two sections: Trending Topi...