Page 71 - Grand Travel - Demo Prototype-RayD

Grand Travel Demo

● What sources are your interactions predominantly coming from which will help you better
understand where to focus your digital investments
● How quickly your agents are responding to your customers
● How many interactions were processed by agents or ignored
● How quickly agents get to first contact resolution with your customers
● What categories are most prominent in the interactions”

Action: Demonstrate Filtering

Select filters to demonstrate how specific data can be viewed based on selective criteria:

Filtering Analytics

“You can filter your views to get more detail on a specific set of analytics. You can filter based
on sources, categories teams and agents. Each filtering option supports single or multiple filter
criteria allowing you to either expand or single out specific analytics data.

Here, we’ve set each filter to one criteria to focus in on a specific agent, source, team and
category combination. The analytics displayed in the dashboard change to show analytics that
only meet that specific filtering criteria.

Of course, it is also possible to filter analytics data based on a specific date range.”

Action: Select the Report

Select the ​Messages by category​ report to demonstrate a specific report based on categories.
Select the ​Grand Travel​ main category and also select ​Month​ for the date range:

Author: Alain Mowad Page 71 of 73