Across
- 2. Time agents spend finalizing digital interactions post-completion
- 8. Correctness of routing logic for digital channels
- 9. Rate of automated replies used before human intervention
- 10. Average time to reply to an email
Down
- 1. Percentage of digital contacts fully handled by bots
- 3. Number of times a digital contact is transferred between agents
- 4. Frequency of digital contacts being escalated to higher tiers
- 5. Time digital contacts wait before being routed to an agent
- 6. Number of contacts that lead to follow-ups or reopenings
- 7. Total time from chat start to close