Cases by user

Consolidated report of closed cases D-1. Only cases that were handled by an agent.

Attendances per User

The report of Attendances per User consolidates the completed attendances for each team member, allowing detailed analyses of individual performance and operational efficiency.

Main indicators available:

• Number of attendances per user and sector, enabling the assessment of workload and distribution among teams.

• TMF (Average Time in Queue), TME (Average Wait Time) and TMA (Average Service Time), providing a granular view of the customer's journey in each interaction.

• Satisfaction ratings (CSAT), highlighting the proportion of ratings ≥ 4, ensuring continuous monitoring of the customer experience.

• FCR (First Contact Resolution), a strategic indicator of efficiency in resolving requests on the first contact.

• Dynamic filters by user, sector and period, allowing comparative analyses and identification of best practices or critical points.

This report is essential for team management and individual accountability, enabling the development of development plans, recognition of high performance and identification of training needs.