API Console

Swagger | Microservice

Executive Summary

This service domain analyzes servicing activity to support continual service improvement

Examples of Use

Contact center management reviews servicing activity analysis in order to identify areas where additional training and guidance is needed to improve the customer experience

Role Definition

Analyze customer servicing position activity, including teller, case/contact center traffic and VoIP activity. Analysis includes captured call/channel/device type, activity, onward routing and resolution decisions for operational and procedural insights and facility/process and training improvement (Root Cause Analysis) 

Related Business Scenarios

Perform Servicing Root Cause Analysis
Review Call Centre Activity for New Product
Adjust Call Centre Position Assignments

Core Business Object

Servicing Event

Key Features

  • Analyze servicing activity for root causes
  • Consolidate and present data to support analysis
  • Recommend remedial actions that might mitigate the root cause for detected issues