This article outlines the key components of Engage's resolution code dashboard reporting system, detailing metrics related to contact resolutions and their categories. Navigate through to gain insights on the most used resolution codes, variances in usage, and performance breakdowns across multiple communication channels and methods.
Example Resolution Code Dashboard
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 10 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 10 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
- 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
- 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