The Contacts by Agent by Channel report can help you measure the number of Contacts your Agent can handle across your communication Channels.
Key Concepts and Definitions
These are concepts and definitions you should be aware of to understand this report:
- Contacts are phone calls, Messaging sessions, emails, or voicemails. Contact can be defined as an Inbound (started by the Customer) or Outbound (started by the Agent) activity. Contact may contain one call or multiple messages (individual chat messages, SMSes, etc.).
- Agents are the front line of your Customer Support Center. They handle Conversations and their Contacts and can be assigned to multiple Inboxes.
Understand the basics #
When to use the Contacts by Agent by Channel report #
Use the Contacts by Agent by Channel report if you have questions around:
- How often do our Agents contact our Customers on each Channel?
- How many Inbound Contacts do our Agents respond to?
- Do certain Agents contact Customers more on specific Channels?
How often to view the report #
Review this report monthly to gain valuable and actionable insights.
Note
- Agents who responded to a Contact without actually accepting it will not be attributed in the report.
Take action #
Once you understand the report, you can take action and make improvements.
Number of Contacts by Agent by Channel is Increasing #
If you are seeing that the number of Contacts made by your Agents is increasing on each Channel, that is excellent news! This means your Agents can handle more Contacts over time.
- Did First Contact Resolution (FCR) increase? What about your CSAT? Make sure that your other success metrics are not negatively affected by the increased number of Contacts your Agents are handling.
Number of Contacts by Agent by Channel is Decreasing #
If you are seeing that the number of Contacts made by your Agents is decreasing on each Channel, it could mean that your Agents are struggling to manage the volume of Contacts they have to handle.
- Are your Agents handling more complex Conversations? This could contribute to a decrease in the volume of Contacts dealt with.
- Did your First Contact Resolution (FCR) also decrease? This could mean that it’s taking multiple interactions and Contacts with the Customer to resolve an issue.
- Check your Topics to make sure there isn’t an unusual spike in technical or complex Topics.
- Look at your staffing model and make sure you are not overstaffed. There simply may not be enough incoming request volume for your Agents to handle.
Good to know #
- This report can also be generated via API. See our Developer Docs for more details.
- CSV download of this report is limited to 1 million rows.
- Listed below are related reports we recommend you use alongside this report:
- Channel Mix
- Inbound Contacts by Channel
