Across
- 6. Percentage of issues resolved across more than one digital channel
- 7. Frequency of customers switching from one digital channel to another
- 9. Volume of messages received from platforms like Facebook, Twitter, etc.
- 10. Percentage of inquiries resolved without human involvement
Down
- 1. Degree to which bots or workflows handled the interaction
- 2. Proportion of digital interactions followed by survey submissions
- 3. Measurement of agent reply cadence across digital messages
- 4. Number of messages per interaction thread
- 5. How often digital cases are reopened after being marked resolved
- 8. How often an agent's digital interactions are interrupted by queue reassignments