Bridge Escalations
Overview
Bridge Escalations report helps you review the outcomes and agent performance per Bridge live escalation. Choose from a specific team of agents or an agent to analyze the conversations happened in a given period of time.
Report Components
Tips
Use the "Agent Name" and "Agent Email" components to analyze the performance of individual agents.
Combine "Seconds to First Response" and "Seconds to Resolution" to assess agent response times and efficiency.
Utilize "Last Message Direction," "Last Message Date," and "Last Message Time" to identify and prioritize unresolved or outstanding conversations.
Analyze "Escalation Status" and "Resolution Flag" to monitor the resolution rate and identify areas for improvement in handling escalations.
Use "Inbox Name" and "Team Name" components to distribute workload effectively across inboxes and teams.
Combine "Seconds to First Response" and "Seconds to Resolution" to evaluate the overall customer experience and identify areas for improvement in response times.
Analyze data over time to identify trends in customer inquiries, agent performance, and resolution rates.
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