Hi All,
Has anyone already done analysis on Call Center Metrics available native to Salesforce through Service Cloud Voice?
I want to understand whether we can track/report/produce all possible Call Center Metrics (KPI) within Salesforce natively (using Voice Call and Omni-Channel data)?
Can someone highlight which type of metrics will not be available natively and we need to refer telephony provider platform for data source?
e.g.
- Transfer Rate
- Average After-Call Work Time
- Percentage of Calls Blocked
- Average Speed of Answer
- Average Call Abandonment Rate
- Active Waiting Calls
- Repeat Calls
Thank You,
Lakhan
check this usin CRM Analytics-https://help.salesforce.com/s/articleView?id=sf.voice_setup_analytics.htm&type=5
First, with the case data and call data combination, you can do a lot with standard Salesforce reports and dashboards. This will give you a lot of the slice-and-dicing that you need to analyze how your team is performing over time, and to do a lot of the analysis we just discussed. In addition, with SCV you get the Service Cloud Analytics app. This app focuses on some KPIs and lets you get a handle on call volume, AHT, speed to answer, first call resolution (of course this doesn’t count channel switching), abandonment rate, and calls to cases. This dashboard is pretty nice; there’s some really cool stuff you can do with Einstein Analytics here mixing some of the data we mentioned to see trends. We’re on our way to building some nice packaged dashboards that will be a great starting point for customers.
