7. Analytics

Optimizing the performance of your Web Chat, Inbox Channels begins through understanding the quality of your current service. Questions you might want to answer include:

• Is your web chat team properly staffed?

• Why are visitors contacting your web chat team?

• How responsive is your team? How long are customers left waiting?

• Which agent/queue performs the best, and which is the worst? Why?

• How well are your Inbox channels being handled?

• What is the distribution of your tickets? Are you meeting SLAs?

CloudCX provides robust reports which focus on the data and metrics that matter most to your chat quality, agent performance, Inbox performance so that you can make informed decisions for improvement. This user guide walks you through the reports available by explaining the report structure and each metric available.