Understanding the Contact Center resolution code dashboard

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 Zendesk for 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.



Key dashboard components

The resolution code dashboard features the following key components:


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




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 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.‍



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




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