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  • 1.  Reporting on full interaction journey

    Posted 01-16-2024 07:26
    No replies, thread closed.

    Looking for some advice on what the best report would be to use for provide board members fast and easy information on average times for handling types of email interactions? Specifically the time taken for an agent to answer an initial interaction, provide a quotation and then complete the interaction with details on the full journey.

    Any help would be greatly appreciated!


    #Reporting/Analytics

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    Alison Brown
    Aggregate Industries UK Ltd
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  • 2.  RE: Reporting on full interaction journey
    Best Answer

    Posted 03-16-2024 23:02
    No replies, thread closed.

    The Queue Performance would show that at a queue level.   If you are thinking about individual Emails, that is a bit harder with the threading that we have, unless you don't have threading going on.  Ttec Insights would be able to do this with some Power BI work.  @Daniel Sanders, can you suggest some other way or get some information to Alison?



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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