Company interactions
Author: Łukasz Strumiński
Created: May 13. Updated: May 13.
The Company interactions report compiles key data related to a given Company's Omnichannel contact. It allows to draw conclusions related to the amount of work the Customer Service Department had to do while solving the problems of the verified Company. One of the unique advantages of this solution is the ability to study trends in comparison with the corresponding previous period. To use this report, go to Reports → CRM → Company interactions.
To select a specific company to be analyzed, click on 
.
Important...⚠️
The list includes only those Companies that have contacted our Service Department at a given time. Not only the contacts of the Company itself, but also of the customers belonging to it are taken into account.
The report by default displays analytical data from the last 7 days, to change the examined time, click on the 
.
Hint...🔎
The Company interactions report displays information for a maximum time period of 31 days. The data for the report is aggregated after the end of a given day, hence at a minimum you can display data for Yesterday. The update of data for the previous day takes place at 3:30 each day.
- Unique companies - number of all collated companies contacted in a given period of time,
- Total infoline contacts - total number of incoming calls that were answered by Agents,
- Total campaign contacts - number of outbound calls that were received by Customers,
- Total ticket contacts - total number of created tickets assigned to Customers,
- Total chat contacts - number of chats of the Companies' data (including Customers assigned to them) that were served by the Agents,
- Contacts summary - summary of percentage shares of given contact channels.
For the above indicators there are visible trends, in the case of a value of “-” it means a decrease in such relative to the preceding period. If the indicator is with a “+” sign, then the current value of the indicator is higher by a given value compared to the same preceding period.
- Company - details of the company that contacted our Service Department,
- Duration of incoming calls - total duration of received calls within the infoline,
- Duration of outgoing calls - total duration of campaign calls answered,
- Duration of chats - duration of chats with Agents,
- Customer Engagement Load - indicator that determines the load of the Contact Center by individual Companies,
- Number of tickets - number of created tickets assigned to the Customer,
- Number of incoming messages - number of messages from the Customer,
- Number of chats - number of chats that went to the Agent's service.
Did you know...💡
Customer Engagement Load is an indicator expressed on a scale of 0 to 100, where 0 means no or minimal load, and 100 is the maximum load in a given period. There are 4 levels of CEL:
- 0-20 (Low Load) - customers generating very low load,
- 21-50 (Medium Load) - customers with an average level of activity,
- 51-80 (High Load) - customers requiring intensive service,
- 81-100 (Critical Load) - customers consuming the most resources.
It is calculated based on the total time of phone calls, the duration of chats and the number of incoming messages.
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