Understanding the Contact Center resolution code dashboard

This article outlines the key components of the Contact Center resolution code dashboard, detailing metrics related to contact resolutions and their categories.


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Verified AI summary ◀▼
The Contact Center resolution code dashboard helps you analyze contact resolutions by showing the most used codes, spotlighting unusual usage, and categorizing codes. It provides a summary of metrics like average handle time and contacts handled by channel and network. Use this dashboard to track performance across communication channels and initiation methods, gaining insights into resolution trends and efficiency.




This article outlines the key components of the Contact Center resolution code
dashboard, detailing metrics related to contact resolutions and their categories.
Use the dashboard to gain insights on the most used resolution codes, variances
in usage, and performance breakdowns across multiple communication channels and
methods.

This article covers the following key components of the resolution code dashboard:
Category summary table
Code summary table
Most used categories
Spotlight
Most Used




Category summary table

This table shows the summary of the following metrics:
Category
Category path
Contacts Handled by Channel

Total
Voice
Chat

Contacts Handled by Network

Facebook
Twitter
Instagram
WhatsApp
WeChat
Email
SMS

Contacts handled by initiation method

Inbound
Outbound
Callback
Transfers

Performance

Avg handle time
Avg interaction time
Avg hold duration
Avg ACW time
Avg queue duration
Longest queue duration




Code summary table

This table shows the summary of the following metrics:
Resolution code
Category
Contacts handled by channel

Total
Voice
Chat

Contacts handled by network

Facebook
Twitter
Instagram
WhatsApp
WeChat
Email
SMS

Contacts handled by initiation method

Inbound
Outbound
Callback
Transfers

Performance

Avg handle time
Avg interaction time
Avg hold duration
Avg ACW time
Avg queue duration
Longest queue duration




Most used categories

‍This section displays up to ten of the most used categories for codes. You
can see a total for each category, and whether it has increased or decreased over
time.‍



Spotlight

This section displays the top ten codes whose usage was different than
usual, with 1 being the minimum number of codes that can display in the list. Each
code displays a percentage of how much it has changed, and whether that change has
been an increase or a decrease.



Most Used

Displays the most used resolution codes for the contact. It shows the total
number of handled contacts used for the merchant and the list of the most used
codes:

Total number of handled contacts using each code
Percentage of total handled contacts with that resolution code
Recent percentage change‍



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