View Performance Reports

Average Customer Satisfaction

Cisco Spark Care desktop enables you to see how you and your organization are performing. Use the information provided in the reports to improve your performance and the efficiency of your organization.

To view performance reports:

  1. Sign in to the Cisco Spark Care desktop.

  2. Click the reports icon on the Cisco Spark Care desktop.

  3. Choose a media type to filter your reports on:

    • All Tasks—Reports on all chat and callback calls handled.

    • Chats—Reports on chat and chat with video activities handled. Your administrator enables the chat with video feature for users in your organization.

    • Callbacks—Reports on all callback requests handled.

  4. Specify time periods such as today, yesterday, last week, last month, and the last three months.

The following reports are available:

You can view the average customer satisfaction rating for you and your organization for a specified time period. Use this report to analyze the quality of the customer service.

Total Handled

You can view the number of tasks that either you or your organization handled for a given time period. Use this report to identify the total number of tasks that you and your organization handled. You can also contribute to improve the total number of tasks handled at an organization level.

Átlagos kezelési idő

You can view the average time it takes you or your organization to handle a single customer interaction within a specified time period. Use the average handle time report to identify if you need to improve the handle time for customer interactions.

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