1. Overview
  2. Reporting Metrics
  3. Metrics Calculation
  4. Reporting Views
  5. SLA Settings
    1. Business Schedule
    2. SLA Policies

Overview

You can review detailed metrics on request load and service levels on all channels monitored by ClearFeed. You can look up analytics for specific channels or collections and get a detailed breakdown the metrics by time and several other parameters. You can access the analytics module by clicking on the Analytics icon on the Left Navigation Bar.

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Reporting Metrics

  1. Number of Requests
  2. Number of Messages
  3. Time to First Response
  4. Time to Response
  5. Closure Time
  6. % of First Response SLA Breached
  7. % of Closure Time SLA Breached

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Metrics Definition