8. QSC: Analyzing Agent & Team Performance

Digital channel metrics no longer only involve measuring content performance and customer relation building efforts. They can also involve measuring how quickly and efficiently your agents and teams are providing service through your digital channels.

Social Connect helps maintain insight into the agent and team performance via the Team Performance section. It details important performance indicators such as action volumes, response times, resolve times, and time spent in Social Connect.

This e-learning provides an overview of the Team Performance section and covers the KPIs shown.

Learning Objectives:

1. Demonstrate knowledge about each of the Team Performance metrics.
2. Compose Watchdogs to keep track of your Service License Agreements (SLA)

We welcome taking Insights, Dashboards and Data Filtering before taking this course.