Deaverage

The proactive customer engagement segmentation enables an organisation to deaverage each customers reported journey experience. This is achieved by integrating the Red, Amber and Green customer engagement segments with traditional contact centres call performance metrics.

Call metrics

Average handling time (AHT)
First call resolution (FCR)
Customer feedback - NPS/CSAT
Service levels
etc.

Journey metrics

Total journey time
Total journey days called
Distinct call reasons during journey
Agents involved during journey
Engagement Journey Segments & Score

Find out more

Metrics comparison

The following graphic highlights the significant difference between call and journey based performance metrics, when comparing the Green and Red proactive segments.

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